Product Owner – Call Center & AI jobs in United States
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Gifthealth · 1 month ago

Product Owner – Call Center & AI

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
date5+ years exp

Gifthealth is revolutionizing healthcare by simplifying the management of prescriptions and health services. The Product Owner – Call Center & AI will design and implement technology solutions for the contact center, focusing on enhancing automation and patient experience through AI-driven tools.

Health CarePharmaceuticalSoftware

Responsibilities

Design, build, and iterate on AI-powered call center solutions, including voice bots, chatbots, IVR flows, and automated workflows
Translate operational and business requirements into technical product solutions
Own technical implementation from concept, build, launch, iteration
Partner closely with Product Managers, Operations, AI teams, and Engineering
Improve AI containment, accuracy, and escalation logic for voice and chat
Implement monitoring, QA feedback loops, and iteration frameworks for AI performance
Work with AI/ML teams to enhance NLP, routing logic, and self-service outcomes
Ensure AI solutions reduce agent workload while maintaining high CSAT and compliance
Build and maintain integrations across: Telephony platforms (e.g., Five9, IVR systems)
CRM/Ticketing (Zendesk)
Analytics tools (e.g., CallMiner, reporting dashboards)
Automate back-office workflows (notes, forms, follow-ups, escalations)
Optimize routing, queue logic, and agent tooling for efficiency and scale
Define and track KPIs related to AI performance, call containment, handle time, and escalation rates
Use data to inform product decisions and prioritize improvements
Support experimentation and A/B testing of call flows and automation strategies
Act as a technical thought partner for leadership on call center and AI strategy
Work cross-functionally with Operations, Clinical, Compliance, and CX teams
Help define the long-term roadmap for call center technology and AI innovation

Qualification

Product engineeringCall center technologiesAI-driven productsAPI integrationAnalytical skillsHealthcare experienceZendesk familiarityFive9 familiarityCallMiner familiarityProblem-solving skills

Required

5+ years of experience in product engineering, software engineering, or technical product roles
Experience building or supporting call center technologies (telephony, IVR, CRM)
Strong understanding of AI-driven products (voice AI, chatbots, NLP, automation)
Experience integrating APIs and third-party platforms
Ability to translate business problems into technical solutions
Strong analytical and problem-solving skills

Preferred

Experience with healthcare, pharmacy, or regulated environments
Familiarity with Zendesk, Five9, CallMiner, or similar platforms
Experience working in high-growth or scaling environments
Exposure to QA frameworks for AI or conversational systems

Company

Gifthealth

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GiftHealth is a healthcare tech startup that streamlines pharmacy experience with free delivery and competitive medication pricing.
dateFounded in 2020
location
Columbus, Ohio, USA
people-size501-1000 employees
web-link
https://www.gifthealth.com

Funding

Current Stage
Late Stage
Total Funding
$45.8M
Key Investors
Eir PartnersAllos Ventures
2023-04-04Private Equity· $40M
2021-03-16Seed· $5.8M
2020-06-04Pre Seed

Leadership Team

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John Romano
President and Co-Founder
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Derek Schneider
CTO
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Recent News

PR Newswire
Gifthealth Announces Jeremy Richardson as New Chief Commercial Officer
2026-01-14
Bizjournals.com Feed (2025-11-12 15:43:17)
Columbus-based health tech startup opens pharmacy in Arizona
2026-01-13
PR Newswire
Gifthealth Celebrates Grand Opening Of New Pharmacy In Mesa
2026-01-11
Company data provided by crunchbase