Associate Product Manager, Humanitarian Services – Contact Center and Operations Platforms

American Red Cross · via Happy Techies

💰 $90,000 - $110,000/yr 🌎 Remote 📍 Remote, District of Columbia ⌛ Posted 2 days ago

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Job Description:

Own and evolve the Contact Center platform supporting workforce productivity, real-time operational insight, and AI-enabled service delivery
Convert business strategy into system design and functionality, aligning technical and business units
Facilitate discovery and collect business requirements from stakeholders using design thinking and business analysis methods
Analyze business and user needs, opportunities, challenges, and risks during product design
Use trusted data to make evidence-based decisions and enable continuous improvement
Ideate with service designers and technical teams on human-centered product design and solutions
Facilitate cross-functional reviews and alignment of product requirements
Create and organize Agile user stories into epics, phases, and functions
Coordinate with the Product Manager, Scrum Master, and technical team on current and backlogged user stories
Support User Acceptance Testing and QA test case development and execution
Monitor performance metrics and review system modification requests
Write product communications and end-user training, including knowledge base articles and release notes
Lead AI-enabled capabilities including sentiment analysis, AI-assisted coaching, automated summarization, and chatbots
Own the end-to-end client journey through IVR and routing systems
Redesign IVR paths to reduce transfers, looping, and agent-hunting behavior
Manage chapter/field office phone number configuration and call-forwarding rules
Lead retirement of the public inquiry phone line while maintaining alternate client access paths
Act as primary product contact for contact center operations, chapter/field office stakeholders, and technology partners
Define and track success metrics and report progress to leadership
Manage telephony, IVR, and AI tooling vendor relationships

Requirements:

Bachelor’s Degree
7 years of experience required
0 years of supervisory experience required
Authorized to work in the United States; American Red Cross does not sponsor employment visas
4+ years of product management experience, including at least 2 years in contact center, customer experience, or telephony/IVR-related products
Experience working with diverse communities of end users and business stakeholders
Experience with product design and development processes and business process redesign
Experience with Agile development frameworks
Experience with design thinking methods
Proficient use of Microsoft applications including Outlook, Project, Visio, Excel, and PowerPoint
Proficiency with Jira, Mural, and Lucidchart
Demonstrated experience working with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar
Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots
Strong understanding of IVR design principles and call routing/forwarding architecture
Ability to translate ambiguous operational problems into structured, prioritized product requirements
Strong analytical skills and comfort defining and tracking operational KPIs
Experience with AWS Connect and/or Service Cloud Voice or other contact center tooling
Experience leading legacy system retirement or migration with minimal service disruption
Ability to coordinate tasks and deadlines across concurrent projects
Experience working with internal customers, management, and outside vendors
Experience managing expectations and emerging issues
Experience consolidating technical and business information for leadership presentations and reporting
Independent and self-motivated with excellent communication and interpersonal skills