Telecom Product Manager – Contact Center (Hybrid - Las Vegas)

Alignment Healthcare•Las Vegas, NV

2d•Hybrid

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 vision, roadmap, and optimization in partnership with stakeholders across the organization to improve member and provider experience and deliver measurable business value. The product manager works with Operations, IT, Clinical, Member Experience, Provider Experience, Business Optimization, and other teams to understand business needs, translate them into scalable solutions, and ensure the platform is used effectively. The role shapes the organization’s contact-center capabilities and keeps the platform aligned with organizational goals. This is an individual-contributor role that may oversee contractors. The position requires availability during standard business hours, 8:00 AM to 5:00 PM Pacific Time. The listed pay range is $91,651.00–$137,477.00, with pay potentially varying based on factors including market location, education, responsibilities, and experience.

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 of 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 direct relevant experience in place of the degree requirement.
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 end-to-end Telecom product lifecycle, including roadmap development, requirements gathering, and prioritization and execution of enhancements with Business Optimization and other departments.
Assess contact-center performance and user feedback to identify improvement opportunities in workflows, capabilities, routing logic, and platform usability.
Work with operations leaders, frontline agents, and cross-functional teams to understand business challenges and translate them into platform features, enhancements, and scalable solutions.
Partner with Business Optimization on initiatives to improve operational efficiency and agent, member, and provider experience through AI, automation, and contact-center platform capabilities.
Act as product liaison and subject matter expert among the business, IT, vendors, and implementation partners, driving platform design, delivery, testing, training, and adoption.
Maintain platform governance, including change-management protocols, release management, feature-rollout communications, and post-implementation performance tracking.
Create and maintain architectural documentation, including diagrams, design decisions, and technical standards.
Develop and maintain system dashboards for reporting and KPIs that monitor contact-center performance, platform usage, and the impact of product enhancements.
Ensure platform configuration, integrations, and workflows align 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.