Responsibilities
- Analyze market trends and associate preferences to identify product opportunities
- Develop CCaaS and voice product roadmaps and implement strategies to grow adoption supporting BCBSRI’s strategic priorities
- Own the end-to-end product lifecycle for contact center and voice capabilities, from strategy and planning through delivery, optimization, and retirement
- Drive the introduction of new features, technologies, and automation capabilities that improve customer experience, agent efficiency, self-service adoption, and operational outcomes
- Oversee the strategic vendor relationships including pricing, contract oversight, technical and regulatory requirements, and performance management
- Evangelize an omnichannel approach to increase the adoption and consumption of varied digital channels to the benefit of our members, including the use of mobile technologies and AI
- Define and measure meaningful business key performance indicators (KPIs) for the CCaaS and voice products
- Direct the preparation of dashboard reports to measure the implementation, performance and effectiveness of both operational and strategic plans
- Identify accountabilities and shared metrics for all cross-enterprise work; monitor results and drive actions to address risks
- Oversee the creation of multi-year strategies using data insights, market analytics, and research to create multi-year product models; guide the development of assessment frameworks and models that clearly articulate market opportunities, assumptions and agreed upon member experience and financial goals
- Ensure product platforms align with security, privacy, regulatory, and audit requirements, partnering with governance and risk teams as needed
- Investigate vendor offerings defining the fit to BCBSRI Security, Records Management, Privacy policies while ensuring they can be fully supported by Strategic Technology Services
- Develop sound business proposals that include: costs of the solution, target audience, expected return on investment
- Effectively present ideas and approaches to various levels of management throughout the organization
- Perform other duties as assigned
- Ability to structure and manage multiple projects / initiatives
- Complete familiarity with product management life cycle and associated concepts regarding analytics, communications and product design
- Strategic and critical thinking skills
- Focus on Customer Experience
- Strong business acumen and political savvy
- Strong written and verbal communication skills
- Strong problem-solving skills
- Ability to work effectively with a wide variety of people in individual and group settings
- Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
- Strong time management skills
- Ability to manage diverse and deadline-oriented workflow
Requirements
- An equivalent combination of education and experience
- Five to seven years of experience in product management
- Direct product management experience with Five9 CCaaS, including voice routing, IVA/IVR, workflows, reporting, and integrations
- Strong knowledge of modern traditional voice platforms and technologies
- Experience working with CRM platforms in a contact center environment
- Proven experience interpreting industry trends and customer needs to identify and build new product offerings
Nice to Have
- Experience with Microsoft Teams Voice
- Salesforce Experience
- Experience with Authenticx
- Cyara
- NUWAVE
- Familiarity with AI specific services in the CCaaS space
- Experience with Agile, Lean, Six Sigma or other similar continuous improvement methodologies
- Design Thinking and/or User Experience experiences
Benefits
- flexible work arrangements
- paid time off
- tuition reimbursement
- student-loan repayment
- health insurance
- dental insurance
- vision insurance
- mental health and well-being programs
- competitive pay
- bonuses
- investment plans
- additional paid time to volunteer
Work Arrangement
Hybrid
Additional Information
- Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia
- BCBSRI is an equal opportunity employer
