[Remote] Senior Product Manager- Contact Center Transformation & Agentic AI Orchestration- Remote

Note: The job is a remote job and is open to candidates in USA. Ochsner Health is a leading healthcare organization committed to serving and innovating in patient care. They are seeking a Senior Product Manager to lead the product strategy for digital solutions that enhance patient access and experience, focusing on integrating technology and operations in the Contact Center environment.

Responsibilities

• Drives product prioritization and detailed product definition for digital and telemedicine products
• Engages with customers through a variety of channels and serve as the voice of the customer
• Defines and maintains a product roadmap with inputs from all stakeholders
• Provides effective written and verbal updates on the product roadmap to senior leadership
• Interfaces with operations and technology leaders to ensure digital products can scale
• Performs other related duties as assigned
• This roles will play a key part in modernizing and transforming the health system’s Contact Center capabilities, including:
• AI-driven automation & orchestration
• Designing workflows that leverage conversational AI and automation
• Implementing orchestration layers to coordinate systems, bots, and human agents
• Exploring agentic AI capabilities to improve resolution times and patient experience
• Omnichannel patient access
• Phone, chat, SMS, and digital front door experiences
• Seamless transitions between self-service and live agents
• Operational efficiency & experience improvement
• Reducing call volume through self-service and automation
• Improving first-call resolution and patient satisfaction
• Enabling workforce optimization and better agent tooling

Skills

• Bachelor's degree in computer science, engineering, or other related areas
• 4 years of experience working as a product manager or other relevant position
• Significant experience in product lifecycle management and working in agile environment
• Proficiency in using computers, software, and web-based applications and ability to interpret, analyze, and understand complex data sets
• Effective verbal and written communication skills and ability to present information clearly and professionally
• Organizational skills and ability to pay attention to detail and transform vision into reality
• Interpersonal skills and ability to influence stakeholders across multiple organizations without direct reporting lines
• Strong problem-solving skills and ability to use a creative approach
• Time management skills and ability to work under tight deadlines
• Leadership skills and ability to lead change across all levels of the organization
• Background in software development or program management

Company Overview