Telecom Product Manager – Contact Center (Hybrid - Las Vegas)
About The Position
The Telecom Product Manager serves as the subject matter expert for Alignment Health’s enterprise contact-center platform. The role executes the platform’s vision, roadmap, and optimization in partnership with stakeholders across the organization, enhancing member and provider experience and delivering measurable value across business functions. The position works cross-functionally with Operations, IT, Clinical, Member Experience, Provider Experience, Business Optimization, and other teams to understand business needs, develop scalable solutions, and ensure the platform is used effectively. It helps shape contact-center capabilities so the platform evolves in alignment with organizational goals. This is an individual-contributor role, though it may oversee contractors.
Requirements
- At least 3 years of experience in Product Management, Business Process Optimization, or Contact Center Operations.
- Direct experience working with contact-center platforms, specifically Talkdesk.
- Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end.
- Availability to work standard business hours, 8:00 AM to 5:00 PM Pacific Time.
- Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field, or at least 4 years of directly relevant experience in place of the degree.
- Strong understanding of contact-center operations, telephony workflows, and call-routing fundamentals.
- Ability to translate business needs into product requirements, process improvements, and system capabilities.
- Proficiency with data analysis and business intelligence tools such as Power BI or Tableau.
- Strong communication, stakeholder-management, and change-management skills.
- Experience leading cross-functional initiatives and driving adoption of new tools or capabilities.
Nice To Haves
- Experience in a health plan, healthcare operations, Medicare Advantage, or another regulated industry.
- Experience owning a SaaS platform product lifecycle, particularly in a fast-paced, transformation-oriented environment.
- Formal training in data quality or data management methodologies.
- Experience with Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations.
- Knowledge of healthcare regulatory requirements affecting call centers, including CMS requirements, CTM, and service-level standards.
- Experience working in an Agile or product-centric organization.
Responsibilities
- Own the Telecom product lifecycle, including roadmap development, requirements gathering, prioritization, and execution of enhancements with Business Optimization and other departments.
- Assess contact-center performance and user feedback to identify opportunities to improve workflows, capabilities, routing logic, and platform usability.
- Partner with operations leaders, frontline agents, and cross-functional teams to translate business challenges into platform features, enhancements, and scalable solutions.
- Work with Business Optimization on initiatives using AI, automation, and contact-center capabilities to improve operational efficiency, agent experience, and member and provider experience.
- Act as the product liaison and subject matter expert among the business, IT, vendors, and implementation partners to support platform design, delivery, testing, training, and adoption.
- Maintain platform governance, including change-management protocols, release management, rollout communications, and post-implementation performance tracking.
- Create and maintain architectural documentation, including diagrams, design decisions, and technical standards.
- Develop and maintain system dashboards and KPIs to monitor contact-center performance, platform usage, and the impact of enhancements.
- Ensure platform configurations, integrations, and workflows comply with regulatory requirements and internal policies.
- Evaluate and recommend emerging technologies, tools, and frameworks for ongoing innovation and modernization.
- Perform other duties and projects as assigned.
- May oversee contractors.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
