Senior Digital Technical Product Manager (DTPM)Key Responsibilities:
Identifies opportunities to improve call center and servicing experiences using customer feedback, agent insights, call analytics, and operational performance data.
Defines product initiatives that address key servicing objectives, including call volume reduction, first-call resolution, handle time, and agent productivity.
Develops and maintains product vision, strategy, and roadmaps for call center technologies (e.g., telephony, routing, CRM, agent desktop, IVR, conversational interfaces).
Integrates relevant industry trends (e.g., AI-driven routing, virtual assistants, intelligent automation) into product planning.
Partners with UX, operations, and engineering to improve end-to-end servicing journeys across voice and digital-assisted channels.
Promotes consistency across channels (phone, chat, secure messaging) to deliver a unified and seamless member experience.
Required Qualifications:
- 6+ years of digital/technology product management experience
- Experience in developing software and cloud-based tools
- Strong understanding of Agile product development and test-and-learn frameworks
- Good communication skills
- Ability to balance delivery, product strategy, and UX/design thinking
- Bachelor's degree OR 4+ years of relevant professional experience
Preferred Qualifications:
- AI/ML experience strongly preferred
- Experience in regulated industries and/or contact center environments
- Familiarity with call center platforms
- Experience with AI tools (Amazon, Google, or enterprise AI platforms)
- Experience with CRM, agent desktop tools, analytics
- Knowledge of digital strategy, journey mapping, and research methodologies
