Product Manager - Call Center AI Advancements

Job Summary

About the role

The Product Manager will shape and drive product advancements across Florida Blue's portfolio. This role partners with leadership and business stakeholders to champion product adoption and engagement initiatives, serving as a liaison on work requests.

Responsibilities

• Plan and oversee large-scale user experience product transformation initiatives
• Gather business insights and assess product impacts to build a Product strategy anchored on data
• Prioritize and maintain backlog in alignment with product vision and strategy
• Lead and propel forward key initiatives in partnership with Executive Sponsor(s), Business Lead, segment leadership, UX Design, Product Owners, and IT
• Define and operationalize total cost of ownership metrics
• Conduct cost/benefit assessment to define financial, business, and/or industry impacts of initiatives
• Clearly articulate 'value add' of initiatives and establish the return on investment (ROI)
• Manage risk by providing visibility (regular status reports, etc.) and addressing any impending challenges head on to proactively mitigate execution challenges
• Guide the initiative through steering and formal governance as needed
• Prepare and present a case for the discussions to inform executive levels and influences decisions
• Mentor junior team members

Requirements

• 6+ years related work experience
• Combination of AI, product management, product owner experience
• Strong understanding of user experience (UX) design principles and priorities
• Experience with proven track record of delivering business projects with technology components
• Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas
• Strong business acumen, broad knowledge of health care, and the ability to influence business decisions & directions for initiative
• Understanding of projects with technology components (e.g. implementation lifecycle: requirements gathering, design, testing, etc.)
• Proven ability to solve problems effectively by balancing user requirements, technology, and desired business objectives
• Ability to translate work (i.e. strategy/proposal/plans) into effective presentations to engage and influence stakeholders and decision makers
• Demonstrated experience building a Product strategy, including product vision and roadmap; high-level functionality and business case creation
• Experience establishing product success metrics and KPIs

Qualifications

• Related Bachelor’s degree or additional related equivalent work experience
• Strong leadership and teamwork skills
• Hands-on experience is with proven track record of delivering business projects with technology components
• Strong communication skills and the ability to communicate appropriately at all levels of the organization

Skills

• Customer Experience disciplines
• Lean/Six Sigma certification or Product Management certification
• Matrixed team leadership

Benefits

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, short- and long-term disability programs
• Leave programs to support personal circumstances
• Retirement Savings Plan including employer match
• Paid time off, volunteer time off, 10 holidays and 2 well-being days
• Comprehensive wellness program

Pay

• Typical Annualized Hiring Range: $100,400 - $125,500
• Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

Schedule

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects.