Lead Product Manager - IVR, Digital IVA & Conversational AI
Humana Inc, Chicago, IL, United States
* Own critical components of the conversational AI roadmap across IVR and digital channels, including:
+ Dialogflow CX virtual agents (voice and chat)
+ Digital IVAs for web and mobile applications
+ Routing logic, orchestration, and backend integrations
+ NLU/NLP model enhancements and generative AI capabilities* Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents* Define and deliver agentic automation use cases that improve containment, increase digital self‐service adoption, reduce customer effort, and elevate CX* Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams* 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation* Hands‐on experience with modern conversational AI platforms
(Google CCAI / Dialogflow CX strongly preferred)* Strong understanding of:
+ IVR routing and call flows
+ Digital chat and messaging experiences
+ NLU/NLP concepts and model optimization
+ Telephony and system integrations* Proven success delivering AI‐driven or agentic conversational experiences across voice and/or digital channels* Experience executing roadmaps using agile methodologies and human‐centered design* Excellent communication skills with the ability to influence cross‐functional teams and present to senior leadership* Demonstrated success driving measurable outcomes through KPIs or OKRs* Bachelor's Degree* Experience in healthcare or insurance industries* Background modernizing legacy IVR and digital self‐service into cloud‐native conversational ecosystems* Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc.* Experience working with LLM‐powered conversational automation across voice and digital channels* Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile* At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested* Satellite, cellular and microwave connection can be used only if approved by leadership* Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense* Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job* Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information #J-18808-Ljbffr
+ Dialogflow CX virtual agents (voice and chat)
+ Digital IVAs for web and mobile applications
+ Routing logic, orchestration, and backend integrations
+ NLU/NLP model enhancements and generative AI capabilities* Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents* Define and deliver agentic automation use cases that improve containment, increase digital self‐service adoption, reduce customer effort, and elevate CX* Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams* 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation* Hands‐on experience with modern conversational AI platforms
(Google CCAI / Dialogflow CX strongly preferred)* Strong understanding of:
+ IVR routing and call flows
+ Digital chat and messaging experiences
+ NLU/NLP concepts and model optimization
+ Telephony and system integrations* Proven success delivering AI‐driven or agentic conversational experiences across voice and/or digital channels* Experience executing roadmaps using agile methodologies and human‐centered design* Excellent communication skills with the ability to influence cross‐functional teams and present to senior leadership* Demonstrated success driving measurable outcomes through KPIs or OKRs* Bachelor's Degree* Experience in healthcare or insurance industries* Background modernizing legacy IVR and digital self‐service into cloud‐native conversational ecosystems* Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc.* Experience working with LLM‐powered conversational automation across voice and digital channels* Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile* At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested* Satellite, cellular and microwave connection can be used only if approved by leadership* Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense* Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job* Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information #J-18808-Ljbffr