Senior Product Manager- Contact Center Transformation & Agentic AI Orchestration- Remote

Ochsner Health • New Orleans, LA

1d • Remote

About The Position

This role blends product leadership, healthcare operations, and emerging AI capabilities to transform how patients access care. The ideal candidate can bridge technology, operations, and clinical workflows while driving innovation in Contact Center experiences. The Sr Product Manager is responsible for defining product strategy and roadmap for digital solutions that improve patient access, experience, and care delivery. This role partners across clinical, operational, and technical teams to deliver scalable healthcare products.

This roles will play a key part in modernizing and transforming the health system’s Contact Center capabilities, including:
AI-driven automation & orchestration
Designing workflows that leverage conversational AI and automation
Implementing orchestration layers to coordinate systems, bots, and human agents
Exploring agentic AI capabilities to improve resolution times and patient experience
Omnichannel patient access
Phone, chat, SMS, and digital front door experiences
Seamless transitions between self-service and live agents
Operational efficiency & experience improvement
Reducing call volume through self-service and automation
Improving first-call resolution and patient satisfaction
Enabling workforce optimization and better agent tooling

Requirements

• Bachelor’s degree in computer science, engineering, or other related areas.
• 4 years of experience working as a product manager or other relevant position
• significant experience in product lifecycle management
• working in agile environment
• Proficiency in using computers, software, and web-based applications
• ability to interpret, analyze, and understand complex data sets.
• Effective verbal and written communication skills
• ability to present information clearly and professionally.
• Organizational skills
• ability to pay attention to detail and transform vision into reality.
• Interpersonal skills
• ability to influence stakeholders across multiple organizations without direct reporting lines.
• Strong problem-solving skills
• ability to use a creative approach.
• Time management skills
• ability to work under tight deadlines.
• Leadership skills
• ability to lead change across all levels of the organization.

Nice To Haves

• Background in software development or program management.

Responsibilities

• Drives product prioritization and detailed product definition for digital and telemedicine products.
• Engages with customers through a variety of channels and serve as the voice of the customer.
• Defines and maintains a product roadmap with inputs from all stakeholders.
• Provides effective written and verbal updates on the product roadmap to senior leadership.
• Interfaces with operations and technology leaders to ensure digital products can scale.
• Performs other related duties as assigned.
• Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.
• This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior