Join Optum, a global leader dedicated to advancing health optimization. We are seeking a Senior Digital Product Manager to spearhead the development of innovative AI-driven self-service experiences within the voice channel for Optum Behavioral Health customers. This pivotal role involves managing the entire product lifecycle, from conceptualization and strategy to launch and beyond. You will be instrumental in shaping product vision, identifying emerging opportunities through market analysis, and ensuring peak product performance to meet evolving customer and market demands. Collaboration with diverse, cross-functional teams and stakeholders is key to driving innovation and delivering exceptional customer value.

This position will lead the creation of advanced self-service voice bot solutions, leveraging cutting-edge Generative AI technologies to craft unparalleled customer interactions.

Define and execute the product vision, roadmap, and long-term strategy for Conversational AI and Voice Bot solutions. Leverage Voice AI, Generative AI, NLP, Speech Recognition, and Speech Analytics to enhance customer experiences and operational efficiency. Conduct thorough market research and competitive analysis to stay ahead of advancements in voice automation and conversational AI. Manage the complete product lifecycle of Voice Bot and Conversational AI products, from ideation to retirement. Translate business requirements into detailed product features, user stories, and technical specifications. Collaborate closely with engineering, UX, operations, data science, and business stakeholders to ensure successful product delivery. Partner with AI/ML teams to implement and optimize voice bot capabilities, including intent recognition, dialogue management, and generative AI conversations. Drive the adoption of Generative AI to elevate self-service capabilities and customer engagement. Define and monitor key performance indicators (KPIs) such as containment rate, CSAT, and automation rates. Develop reporting frameworks to track product success and identify optimization opportunities. Analyze customer behavior and feedback to optimize conversational journeys across voice and digital channels. Develop business cases, ROI models, and investment proposals for voice automation initiatives. Build strong relationships with stakeholders across business, operations, and technology. Act as a prominent advocate for Voice AI products throughout the organization.

Requires a minimum of 4 years of Product Management experience, with a focus on AI, Conversational AI, Voice Bot, Chatbot, Contact Center, or Customer Experience products. Possesses hands-on experience in delivering Voice Bot or Conversational AI solutions within enterprise settings. Demonstrates a strong understanding of Voice AI technologies, encompassing ASR, NLU, NLP, TTS, Speech Analytics, LLMs, and Generative AI. Experience in defining voice bot conversational flows, intent architecture, dialogue management, and customer journeys is essential. Proven experience in building business cases, conducting ROI assessments, and developing value realization frameworks. Possesses strong analytical skills and a commitment to data-driven decision-making. Familiarity with working in Agile product delivery environments. Excellent communication, presentation, stakeholder management, and leadership capabilities are required. Experience partnering with engineering and AI/ML teams to launch AI-driven customer-facing products is crucial.

Preferred qualifications include experience with Contact Center technologies (IVR, CCaaS, Genesys, Five9, NICE, Avaya, Cisco), building both Voice Bots and Chatbots, Conversational Analytics, Speech Analytics platforms, Aha!, Rally, and prior experience within Optum, Healthcare, Behavioral Health, or Healthcare Contact Center domains. Experience integrating Generative AI capabilities into customer service workflows is also highly valued.