Alignment Health · 2 weeks ago
Product Manager – Contact Center (Talkdesk)
United States
Full-time
Remote
Mid Level
$99K/yr - $148K/yr
3+ years expAlignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. The Telecom Product Manager will serve as the subject matter expert for the organization’s enterprise contact-center platform, executing the vision, roadmap, and optimization of the platform to enhance member and provider experiences.
Health CareHospitalMedicalMedical DeviceWellness
Responsibilities
Own the end-to-end product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization & execution in collaboration with Business Optimization and other departments
Conduct ongoing assessments of contact-center performance and user feedback to identify improvement opportunities in workflows, capabilities, routing logic, and platform usability
Partner with operations leaders, frontline agents, and cross-functional teams to understand business challenges and translate them into platform features, enhancements, and scalable solutions
Partner with Business Optimization on strategic initiatives focused on improving operational efficiency, agent experience, and member/provider experience through thoughtful use of AI, automation, and the contact center platform capabilities
Serve as the product liaison and subject matter expert between the business, IT, vendors, and implementation partners to drive successful design, delivery, testing, training, and adoption of the platform and its enhancements
Maintain platform governance, including change management protocols, release management, feature rollout communication, and post-implementation performance tracking
Create and maintain architectural documentation including diagrams, design decisions, and technical standards
Develop and maintain dashboards in system for reporting and KPIs to monitor contact-center performance, platform usage, and the impact of product enhancements
Ensure the contact center platform configuration, integrations, and workflows align with regulatory requirements and internal policies
Evaluate and recommend emerging technologies, tools, and frameworks to support ongoing innovation and modernization
Other duties and projects not listed above
Qualification
Required
3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations
Direct experience working with contact-center platforms (Talkdesk)
Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end
Bachelor's degree in Business, Information Systems, Healthcare Administration, or a related field
Strong understanding of contact-center operations, telephony workflows, and call routing fundamentals
Demonstrated ability to translate business needs into product requirements, process improvements, and system capabilities
Proficiency with data analysis and business intelligence tools (e.g., Power BI, Tableau) to drive insights and decision-making
Strong communication, stakeholder management, and change-management skills
Experience leading cross-functional initiatives and driving adoption of new tools or capabilities
Preferred
Experience within a health plan, healthcare operations, Medicare Advantage, or other regulated industries
Experience owning a SaaS platform product lifecycle, particularly in a fast-paced, transformation-oriented environment
n/a, 4+ years of direct relevant experience can be used to replace degree requirement
Formal training in data quality or data management methodologies
Experience with Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations
Knowledge of healthcare regulatory requirements impacting call centers (CMS requirements, CTM, service level standards)
Experience working in an Agile or product-centric organization
Company
Alignment Health
Alignment Health provides eldercare services.
501-1000 employees
H1B Sponsorship
Alignment Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (12)
2023 (17)
2022 (13)
2021 (11)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$696.05MKey Investors
K2 HealthVenturesWarburg PincusGeneral Atlantic
2024-11-15Post Ipo Debt· $321.05M
2024-01-09Private Equity
2021-03-26IPO
Leadership Team
Dawn Maroney
President, Markets & CEO of Alignment Health Plan
John Kao
CEO and Founder
Recent News
Alignment Healthcare USA, LLC
2025-10-31
Company data provided by crunchbase