Senior Product Owner, AI Member Engagement

About The Role

The AI Engagement Product Owner is responsible for defining, prioritizing, and optimizing AI-powered engagement capabilities across voice and digital channels. This role serves as the voice of the business and the member, partnering with stakeholders to identify opportunities, define requirements, evaluate outcomes, and continuously improve experiences. You will own the product lifecycle from discovery and prioritization through implementation and optimization, ensuring solutions deliver measurable value to members and the organization. This includes creating and maintaining product backlogs, defining user stories and acceptance criteria, supporting Agile delivery teams, and using data to inform product decisions and future investments.

Responsibilities

• Define and prioritize product requirements, user stories, and acceptance criteria for AI-powered member engagement capabilities.
• Own and maintain the product roadmap and backlog for inbound and outbound engagement experiences across voice and digital channels.
• Lead discovery efforts with business, operational, clinical, and member experience stakeholders to identify opportunities and define solutions.
• Design and optimize AI-driven member engagement programs using Genesys Cloud, Bland AI, and future engagement technologies.
• Develop and evolve engagement workflows.
• Partner with engineering, CRM, analytics, and business teams to deliver scalable solutions that improve member participation, engagement, and operational outcomes.
• Create reusable engagement frameworks, conversation flows, prompts, scripts, and escalation pathways that can be leveraged across multiple programs.
• Monitor product performance and campaign outcomes using analytics, user feedback, operational metrics, and experimentation techniques.
• Identify AI and automation opportunities that improve member experience, reduce friction, and enhance operational efficiency.
• Ensure compliance, privacy, consent management, and governance requirements are incorporated into all solutions.
• Act as Product Owner within Agile ceremonies, including backlog refinement, sprint planning, acceptance testing, and release activities.
• Drive continuous improvement through data-driven recommendations and ongoing optimization of member journeys.

Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, Healthcare Administration, or a related field.
• 5+ years of experience in product ownership, product management, digital experience, or customer engagement technologies.
• Experience working within Agile delivery environments and managing product backlogs.
• Experience with Genesys Cloud, conversational AI platforms, CRM platforms, or related engagement technologies.
• Healthcare experience strongly preferred.
• Strong stakeholder management, facilitation, and communication skills.
• Demonstrated ability to translate ambiguous business problems into actionable product requirements and measurable outcomes.
• Experience leveraging analytics, user research, and operational metrics to prioritize and optimize product performance.
• Understanding of healthcare compliance, privacy, and consent management requirements.

Preferred Qualifications

• Experience managing AI-enabled voice, chat, SMS, or omnichannel engagement experiences.
• Experience with conversational design, prompt engineering, and AI workflow optimization.
• Experience integrating engagement platforms with CRM, analytics, and enterprise systems.
• Familiarity with member engagement, care management, population health, or digital health initiatives.