Senior IT Product Manager

Blue Cross & Blue Shield of Rhode Island • Providence, RI

16h • Hybrid

About The Position

At BCBSRI, our greatest resource is our people. We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well. We recognize that to do your best work, you have to be your best self. It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees. Our culture is one of belonging. We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued. Join others who value a workplace for all. We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders. We’re dedicated to serving Rhode Islanders. Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer. What you will do: Analyze market trends and associate preferences to identify product opportunities. Develop CCaaS and voice product roadmaps and implement strategies to grow adoption supporting BCBSRI’s strategic priorities. Own the end‑to‑end product lifecycle for contact center and voice capabilities, from strategy and planning through delivery, optimization, and retirement. Drive the introduction of new features, technologies, and automation capabilities that improve customer experience, agent efficiency, self‑service adoption, and operational outcomes. Oversee the strategic vendor relationships including pricing, contract oversight, technical and regulatory requirements, and performance management. Evangelize an omnichannel approach to increase the adoption and consumption of varied digital channels to the benefit of our members, including the use of mobile technologies and AI. Define and measure meaningful business key performance indicators (KPIs) for the CCaaS and voice products. Direct the preparation of dashboard reports to measure the implementation, performance and effectiveness of both operational and strategic plans. Identify accountabilities and shared metrics for all cross-enterprise work; monitor results and drive actions to address risks. Oversee the creation of multi-year strategies using data insights, market analytics, and research to create multi-year product models; guide the development of assessment frameworks and models that clearly articulate market opportunities, assumptions and agreed upon member experience and financial goals. Ensure product platforms align with security, privacy, regulatory, and audit requirements, partnering with governance and risk teams as needed. Investigate vendor offerings defining the fit to BCBSRI Security, Records Management, Privacy policies while ensuring they can be fully supported by Strategic Technology Services. Develop sound business proposals that include: costs of the solution, target audience, expected return on investment. Effectively present ideas and approaches to various levels of management throughout the organization. Perform other duties as assigned. Ability to structure and manage multiple projects / initiatives Complete familiarity with product management life cycle and associated concepts regarding analytics, communications and product design Strategic and critical thinking skills Focus on Customer Experience Strong business acumen and political savvy Strong written and verbal communication skills Strong problem-solving skills Ability to work effectively with a wide variety of people in individual and group settings Strong organizing skills, with the ability to prioritize and respond to shifting deadlines Strong time management skills Ability to manage diverse and deadline-oriented workflow

Requirements

• Ability to structure and manage multiple projects / initiatives
• Complete familiarity with product management life cycle and associated concepts regarding analytics, communications and product design
• Strategic and critical thinking skills
• Focus on Customer Experience
• Strong business acumen and political savvy
• Strong written and verbal communication skills
• Strong problem-solving skills
• Ability to work effectively with a wide variety of people in individual and group settings
• Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
• Strong time management skills
• Ability to manage diverse and deadline-oriented workflow
• An equivalent combination of education and experience.
• Five to seven years of experience in product management.
• Direct product management experience with Five9 CCaaS, including voice routing, IVA/IVR, workflows, reporting, and integrations.
• Strong knowledge of modern traditional voice platforms and technologies.
• Experience working with CRM platforms in a contact center environment.
• Proven experience interpreting industry trends and customer needs to identify and build new product offerings.

Nice To Haves

• Experience with Microsoft Teams Voice, Salesforce
• Experience with Authenticx, Cyara, NUWAVE
• Familiarity with AI specific services in the CCaaS space
• Experience with Agile, Lean, Six Sigma or other similar continuous improvement methodologies
• Design Thinking and/or User Experience experiences

Responsibilities

• Analyze market trends and associate preferences to identify product opportunities.
• Develop CCaaS and voice product roadmaps and implement strategies to grow adoption supporting BCBSRI’s strategic priorities.
• Own the end‑to‑end product lifecycle for contact center and voice capabilities, from strategy and planning through delivery, optimization, and retirement.
• Drive the introduction of new features, technologies, and automation capabilities that improve customer experience, agent efficiency, self‑service adoption, and operational outcomes.
• Oversee the strategic vendor relationships including pricing, contract oversight, technical and regulatory requirements, and performance management.
• Evangelize an omnichannel approach to increase the adoption and consumption of varied digital channels to the benefit of our members, including the use of mobile technologies and AI.
• Define and measure meaningful business key performance indicators (KPIs) for the CCaaS and voice products.
• Direct the preparation of dashboard reports to measure the implementation, performance and effectiveness of both operational and strategic plans.
• Identify accountabilities and shared metrics for all cross-enterprise work; monitor results and drive actions to address risks.
• Oversee the creation of multi-year strategies using data insights, market analytics, and research to create multi-year product models; guide the development of assessment frameworks and models that clearly articulate market opportunities, assumptions and agreed upon member experience and financial goals.
• Ensure product platforms align with security, privacy, regulatory, and audit requirements, partnering with governance and risk teams as needed.
• Investigate vendor offerings defining the fit to BCBSRI Security, Records Management, Privacy policies while ensuring they can be fully supported by Strategic Technology Services.
• Develop sound business proposals that include: costs of the solution, target audience, expected return on investment.
• Effectively present ideas and approaches to various levels of management throughout the organization.
• Perform other duties as assigned.

Benefits

• flexible work arrangements that include remote and hybrid opportunities and paid time off
• tuition reimbursement
• student-loan repayment
• health, dental, and vision insurance
• programs that support your mental health and well-being
• competitive pay
• bonuses and investment plans
• additional paid time to volunteer

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed