Senior Product Manager, Customer Experience

Collective Health•Plano, TX

9h•Hybrid

About The Position

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design.

Requirements

10+ years of professional experience, with 5-8 years specifically in Product Management. Focus in healthcare technology highly preferred.
Bachelor’s degree in a technical discipline or equivalent experience
Excellent problem solving and communication skills
Familiarity with AI development lifecycles, specifically in a regulated environment regarding NLP (Natural Language Processing) and CCaaS integration.
Fervent passion to solve healthcare challenges to improve the lives of others
Adaptability to thrive in highly complex and changing environments
Familiarity with enterprise software and mobile development
Familiarity with operating in regulated industries (HIPAA, FINRA, CCPA, etc.)
Excellent organizational skills with the ability to keep track of multiple projects simultaneously

Nice To Haves

Experience in consumer software and/or healthcare is a plus but not required

Responsibilities

Own and drive the product roadmap for our suite of member experience products, manage backlog and prioritize appropriately
Define the strategy for integrating LLMs and Generative AI into the member portal to automate complex healthcare navigation.
Partner with Insights & Data Science to define and monitor AI performance metrics (e.g., intent recognition accuracy, deflection rates, etc.)
Partner with Operations & Engineering to create "human-in-the-loop" experiences that ensure AI-driven health benefits advice remains trustworthy and compliant
Bridge the gap between digital self-service and human-led clinical service by optimizing the CCaaS (Contact Center as a Service) hand-off, ensuring a seamless transition from virtual agents to live member advocates.
Partner with sales, client success, customer experience and clinical service teams to deeply understand individualized customer needs, and deliver the best technology-driver solution to meet those needs
Communicate progress to stakeholders, functional owners, and internal team members