Lead Product Manager - IVR, Digital IVA & Conversational AI

Humana Inc.

Job Overview

Location

Remote Nationwide

Job Type

Full-time

Full Job Description

📋 Description

• As a Lead Product Manager for IVR, Digital IVA & Conversational AI at Humana Inc., you will be at the forefront of transforming customer interactions. This pivotal role is dedicated to enhancing our omnichannel conversational automation ecosystem, encompassing both voice (IVR) and digital channels (web and mobile). Your primary mission will be to architect and deliver intelligent, scalable, and generative AI-powered conversational experiences. These experiences are designed to provide seamless support to our customers across all touchpoints, significantly improving containment rates, deflecting inquiries from live agents, and elevating the overall customer experience. You will be instrumental in shaping how millions of people interact with Humana, making it easier for them to achieve their best health through intuitive and efficient digital and voice-based self-service solutions.
• In this individual contributor role, you will dive deep into the day-to-day responsibilities of owning critical product workstreams. This includes defining the strategic direction for our conversational AI platforms, guiding the execution of product roadmaps, and fostering strong partnerships across various departments. You will be responsible for the end-to-end product lifecycle of Dialogflow CX virtual agents (for both voice and chat), digital Intelligent Virtual Assistants (IVAs) integrated into web and mobile applications, and the intricate routing logic, orchestration, and backend integrations that power these systems. A key focus will be on enhancing Natural Language Understanding (NLU) and Natural Language Processing (NLP) models, and leveraging cutting-edge generative AI capabilities to create more human-like and effective conversations. You will design and continuously evolve omnichannel conversational experiences, ensuring consistent intent handling, personalized interactions, and seamless handoffs between IVR, chat, and live agents. A significant part of your role will involve defining and delivering agentic automation use cases aimed at improving containment, increasing digital self-service adoption, reducing customer effort, and ultimately elevating the overall customer experience. You will translate complex technical concepts and AI functionalities into clear, actionable product requirements for engineering, UX, and analytics teams, ensuring everyone is aligned towards a common vision.
• You will serve as a crucial thought leader for conversational AI across both voice and digital channels. This involves shaping the future platform direction, establishing best practices for AI-driven interactions, and ensuring a cohesive and consistent customer experience across all channels. You will collaborate closely with stakeholders from CX, digital product teams, and contact center operations to define channel-appropriate conversational strategies, recognizing the distinct nuances of voice versus chat versus mobile interactions. You will be responsible for creating and refining compelling business cases for new IVR and digital IVA capabilities, quantifying their potential impact in terms of deflection rates, cost savings, and overall CX improvements. Your role will extend to developing detailed Product Requirements Documents (PRDs) or Business Requirements Documents (BRDs), mapping out intricate user journeys, designing effective conversation flows, and defining precise acceptance criteria for both IVR and digital IVA experiences.
• As a primary product lead, you will influence without direct authority across a diverse set of cross-functional teams. This includes close collaboration with Engineering, Contact Center Operations, Digital Product Teams, Analytics and Data Science, and CX and UX Design. Your leadership will be essential in driving alignment on our overarching omnichannel conversational strategy, ensuring consistency in intent models, promoting the use of shared services, and encouraging the development of reusable components across platforms. You will be tasked with coordinating dependencies across IVR, digital platforms, CRM, and contact center systems to guarantee on-time, high-quality delivery of new features and enhancements. You will lead agile product teams through the entire development lifecycle, including backlog prioritization, sprint planning, User Acceptance Testing (UAT), and release planning for both IVR and digital IVA capabilities. A critical aspect of your role will be defining and meticulously tracking key performance indicators (KPIs) across all channels, such as IVR containment and call deflection rates, digital IVA containment and session completion rates, authentication success rates, NLU accuracy and intent resolution effectiveness, and customer satisfaction (CSAT), Net Promoter Score (NPS), and digital engagement metrics. You will leverage data and experimentation to continuously optimize conversational performance, identifying and mitigating risks, dependencies, and architectural constraints that could impact delivery or CX outcomes.
• You will provide essential domain leadership on IVR architecture and call flows, digital IVA and chat architectures, telephony (PSTN/SIP), and the complex landscape of APIs, orchestration layers, and backend integrations. Your expertise will be crucial in evaluating and recommending optimal design patterns, reusable components, and scalable architectural approaches for our omnichannel conversational AI ecosystem. You will partner closely with engineering teams to ensure that all solutions are technically sound, secure, and aligned with the long-term platform strategy. Furthermore, you will guide the adoption of Large Language Model (LLM)-powered conversational capabilities across voice and digital channels, focusing on effective prompt design, implementing robust guardrails, and developing sophisticated fallback strategies to ensure a seamless user experience even in complex scenarios. This role offers a unique opportunity to shape the future of customer interaction at a leading healthcare company, driving innovation in AI and automation to create more meaningful and efficient experiences for millions of members.

🎯 Requirements

• 6+ years of product management experience, with at least 3 years focused on IVR, digital IVA, conversational AI, or voice/chat automation.
• Hands-on experience with modern conversational AI platforms, with Google CCAI / Dialogflow CX strongly preferred.
• Strong understanding of IVR routing and call flows, digital chat and messaging experiences, NLU/NLP concepts and model optimization, and telephony and system integrations.
• Proven success delivering AI-driven or agentic conversational experiences across voice and/or digital channels.
• Experience executing roadmaps using agile methodologies and human-centered design principles.
• Excellent communication skills with the ability to influence cross-functional teams and present to senior leadership.
• Demonstrated success driving measurable outcomes through KPIs or OKRs.

🏖️ Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.
• Bonus incentive plan.
• Internet expense reimbursement for employees in California, Illinois, Montana, or South Dakota.
• Telephone equipment provided for remote employees.

Skills & Technologies

Product Management

Senior

Remote

$126k-173k

Degree Required

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Humana Inc.

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About Humana Inc.

Humana Inc. is a for-profit health and well-being company headquartered in Louisville, Kentucky. Founded in 1961, it provides health insurance, Medicare Advantage plans, Medicaid services, pharmacy benefit management, and clinical care through primary care centers. Serving millions of members across the United States, Humana focuses on integrated care delivery, home health, and wellness programs aimed at improving health outcomes and reducing costs for individuals, employers, and government partners.

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