Senior Product Manager, Voice Ai

Transcarent is at the forefront of building next-generation products, including the WayFinding Care Assistant and AI platform. They are seeking a Senior Product Manager to own Voice AI and Telephony experiences across the WayFinding platform, ensuring safe scaling and improving experience quality.

Responsibilities:

• Own the strategy and roadmap for Voice AI as a primary entry point for members seeking support for health benefits, care navigation, and common benefit administration tasks, including containment and escalation to human support
• Own the strategy and roadmap for Voice AI workflows supporting providers calling to confirm eligibility, network participation, and coverage details, with a focus on accuracy, reliability, and operational trust
• Partner closely with AI Platform, Voice/Telephony, and operational tooling teams to define requirements, surface dependencies, and ensure Voice AI experiences are built on shared, scalable platform capabilities
• Define and drive seamless handoffs between Voice AI and operational staff including context passing, summarization, and transfer quality, to ensure safe escalation and operational efficiency
• Own and drive successful outcomes for Voice AI, including containment and deflection rates, resolution quality, transfer effectiveness, and experience reliability, using data and experimentation to inform roadmap decisions
• Ensure Voice AI experiences operate within defined safety, compliance, and scope boundaries, including appropriate escalation for medical, eligibility, or operational edge cases

Requirements:

• 5+ years of product management experience, with ownership of complex, cross-functional products from strategy through execution
• Experience working on Voice AI, IVR, conversational AI, or contact center products
• Familiarity with AI-powered products, including concepts like intent classification, guardrails, human-in-the-loop workflows, or model evaluations
• Experience owning customer-facing workflows in high-volume or high-stakes environments (e.g., healthcare, benefits, financial services, insurance, or other regulated domains)
• Demonstrated ability to define and drive product strategy across multiple user types with distinct needs and success criteria
• Strong track record partnering with engineering, design, data, and operations to deliver products that integrate into real-world operational workflows
• Comfort working in platform-dependent environments, managing tradeoffs between domain-specific needs and shared, reusable capabilities
• Experience defining and owning outcome-based metrics, using data and experimentation to inform prioritization and roadmap decisions
• Ability to reason about risk, edge cases, and failure modes, and to design products with clear boundaries and escalation paths
• Excellent written and verbal communication skills, with the ability to align stakeholders and make clear tradeoffs in ambiguous problem spaces
• Prior experience in healthcare, benefits administration, insurance, or provider-facing systems
• Demonstrable experience working in a contact center environment on telephony platforms with skills-based call routing functionality, preferably with AWS Connect
• Experience partnering closely with operations or care teams, especially in environments with escalation from automated to human support
• Background in building or scaling products where accuracy, reliability, and trust are critical to adoption