Director, Product Management

Humana is a healthcare company seeking a Director, Product Management to lead its IVR and conversational automation portfolio. The role owns the full product lifecycle, drives modernization and adoption of generative and agentic IVR capabilities, builds high-performing teams, and collaborates across functions to deliver scalable solutions.

Responsibilities:

• Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design
• Own roadmap creation and delivery for IVR capabilities using Google GECX including voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual-agent experiences
• Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context-aware workflow orchestration
• Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation
• Build and lead high-performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise
• Validate product effectiveness through measurable KPIs such as intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call-efficiency improvements
• Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best-in-class IVR solutions
• Serve as the primary business representative for all IVR-related initiatives, ensuring strong alignment across the enterprise
• Drive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patterns
• Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectations
• Conduct solution-wide evaluations to identify improvements across architecture, LLM/NLU models, routing, and system integrations
• Manage risks, dependencies, and cross-team prioritization for all IVR and conversational AI initiatives

Requirements:

• Bachelor's Degree
• 8+ years of product management or technology leadership experience with at least 5+ years focused on IVR and voice automation
• Deep hands‑on experience with IVR platforms such as Google, Genesys, etc
• Proven delivery of generative‑AI‑powered and agentic IVR conversational experiences
• Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration
• Experience delivering multi‑year product roadmaps with agile and human‑centered design practices
• Strong leadership skills and ability to manage, coach, and grow high‑performing teams
• Excellent communication skills with executive presence and demonstrated ability to present and influence C-Suite Leadership
• Demonstrated success with OKR‑driven product delivery
• Experience managing large enterprise‑scale, cross‑functional initiatives
• MBA or Master's Degree
• Healthcare (Primary Care, Pharmacy, etc.) experience
• Experience modernizing legacy IVR into cloud‑native conversational voice platforms, specifically Google GECX/Playbooks
• Direct experience leading teams building conversational AI (voice + chat)
• Strong familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, Five9, etc