Lead Product Manager - IVR, Digital IVA & Conversational AI

Humana Inc. is a leading U.S. healthcare company, and they are seeking a Lead Product Manager for IVR, Digital IVA & Conversational AI. This role will drive the evolution of the omnichannel conversational automation ecosystem, focusing on delivering intelligent and scalable conversational experiences across voice and digital channels while improving customer experience and operational performance.

Responsibilities:

• Own critical components of the conversational AI roadmap across IVR and digital channels, including:
• Dialogflow CX virtual agents (voice and chat)
• Digital IVAs for web and mobile applications
• Routing logic, orchestration, and backend integrations
• NLU/NLP model enhancements and generative AI capabilities
• Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents
• Define and deliver agentic automation use cases that improve containment, increase digital self‑service adoption, reduce customer effort, and elevate CX
• Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams
• Lead customer‑and data‑driven discovery across voice and digital channels to identify friction points, unmet needs, and automation opportunities
• Partner with CX, digital, and contact center stakeholders to define channel‑appropriate conversational strategies (e.g., voice vs. chat vs. mobile)
• Create and refine business cases for new IVR and digital IVA capabilities, including deflection, cost savings, and CX impact
• Develop detailed PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for both IVR and digital IVA experiences
• Act as the primary product lead across:
• Engineering
• Contact center operations
• Digital product teams
• Analytics and data science
• CX and UX design
• Drive alignment on omnichannel conversational strategy, ensuring consistent intent models, shared services, and reusable components
• Coordinate dependencies across IVR, digital platforms, CRM, and contact center systems to ensure on‑time, high‑quality delivery
• Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning for IVR and digital IVA capabilities
• Define and track KPIs across channels, including:
• IVR containment and call deflection
• Digital IVA containment and session completion
• Authentication success
• NLU accuracy and intent resolution
• CSAT, NPS, and digital engagement metrics
• Use data and experimentation to continuously optimize conversational performance across voice and digital experiences
• Identify and mitigate risks, dependencies, and architectural constraints impacting delivery or CX outcomes
• Provide domain leadership on:
• IVR architecture and call flows
• Digital IVA and chat architectures
• Telephony (PSTN/SIP)
• APIs, orchestration layers, and backend integrations
• Evaluate and recommend design patterns, reusable components, and scalable approaches for omnichannel conversational AI
• Partner closely with engineering to ensure solutions are technically sound, secure, and aligned to long‑term platform strategy
• Guide adoption of LLM‑powered conversational capabilities across voice and digital channels, including prompt design, guardrails, and fallback strategies

Requirements:

• 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
• Hands‑on experience with modern conversational AI platforms
• Strong understanding of: IVR routing and call flows, Digital chat and messaging experiences, NLU/NLP concepts and model optimization, 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
• 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
• Bachelor's Degree
• Experience in healthcare or insurance industries
• Background modernizing legacy IVR and digital self‑service into cloud‑native conversational ecosystems
• Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc
• Experience working with LLM‑powered conversational automation across voice and digital channels
• Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile