Senior Product Manager, Customer Experience

Job description

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. What you'll do: - Own and drive the product roadmap for our suite of member experience products, manage backlog and prioritize appropriately - Define the strategy for integrating LLMs and Generative AI into the member portal to automate complex healthcare navigation. - Partner with Insights & Data Science to define and monitor AI performance metrics (e.g., intent recognition accuracy, deflection rates, etc.) - Partner with Operations & Engineering to create "human-in-the-loop" experiences that ensure AI-driven health benefits advice remains trustworthy and compliant - Bridge the gap between digital self-service and human-led clinical service by optimizing the CCaaS (Contact Center as a Service) hand-off, ensuring a seamless transition from virtual agents to live member advocates. - Partner with sales, client success, customer experience and clinical service teams to deeply understand individualized customer needs, and deliver the best technology-driver solution to m...