Associate Vice President, Conversational Channels

About the role

For our client, we are seeking a Associate Vice President, Conversational Channels to join the team of a leader in the Healthcare space. This leader will shape the strategy and execution for conversational and self-service experiences that support members and advocates across the care journey. The role is responsible for aligning product priorities, AI-enabled interactions, and contact center capabilities to improve both experience and operational productivity. It will also partner closely with cross-functional teams to create connected digital and assisted-service journeys in a regulated healthcare environment. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Oversee the conversational channel and advocate experience portfolio
• Lead the integration of member and advocate channels
• Deliver AI-enabled experiences across member journeys
• Collaborate to create interconnected self-service and conversational experiences
• Define and execute a comprehensive strategy for contact center advocacy
• Prioritize product roadmaps based on business needs
• Track outcomes for member experience and productivity

Qualifications

• 10+ years in product management, conversational channels, or customer experience
• Expertise in IVR, conversational AI, and CRM platforms
• Experience with Salesforce, Genesys, or Google Customer Engagement Suite
• Successful leadership of large-scale product portfolios in regulated organizations
• Strong ability to connect business value with member and advocate experience

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement savings plan
• Paid time off and paid parental leave
• Short-term and long-term disability insurance
• Life insurance and additional wellness resources

Pay

$203,400 – $279,800 annually