Director, Product Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Product Management based in the United States.

This senior product leadership role will shape the next generation of IVR and conversational automation experiences at enterprise scale.

You will own the strategy, roadmap, and lifecycle of a modern voice self-service ecosystem, with a strong focus on generative and agentic AI.

The role combines deep technical fluency with customer-centric product leadership to improve service outcomes and operational efficiency.

You will work across engineering, contact center operations, analytics, customer experience, UX, and other enterprise functions to deliver scalable solutions.

A major focus will be modernizing legacy IVR capabilities through cloud-native platforms, intelligent routing, LLM-powered experiences, and automation.

You will lead and develop high-performing product teams while establishing measurable goals around containment, deflection, customer satisfaction, and efficiency.

This is an opportunity to influence enterprise-wide transformation in a fast-moving, technology-driven environment.

Accountabilities

• Define and lead the vision, strategy, roadmap, and execution for an enterprise IVR and conversational automation portfolio, with an emphasis on modernization, intelligent automation, and scalable architecture.
• Own product development using platforms such as Google GECX/Playbooks, including voice bots, routing logic, LLM/NLU/NLP capabilities, intent prediction, and virtual-agent experiences.
• Drive the adoption of generative and agentic IVR capabilities that enable dynamic conversations, autonomous task completion, and context-aware workflow orchestration.
• Translate business priorities, customer pain points, and operational needs into actionable technical product strategies and measurable outcomes.
• Build, lead, coach, and develop high-performing product teams with expertise in IVR, conversational AI, voice automation, and related technologies.
• Establish and track KPIs such as intent capture and accuracy, authentication, containment, deflection, CSAT/NPS, and call-efficiency improvements.
• Develop multi-year product roadmaps and manage delivery through agile and human-centered design practices.
• Partner closely with engineering, contact center operations, analytics, CX, UX, and other stakeholders to deliver high-quality conversational experiences.
• Act as the primary business representative for IVR initiatives, ensuring alignment, governance, consistency, and prioritization across the enterprise.
• Establish reusable architecture, components, standards, and design patterns that support scalable IVR and conversational AI solutions.
• Remove delivery blockers, manage risks and dependencies, and ensure initiatives meet quality, cost, and performance expectations.
• Evaluate solutions across architecture, LLM/NLU models, routing, telephony, and system integrations to identify opportunities for continuous improvement.

Requirements

• Bachelor’s degree required; an MBA or Master’s degree is preferred.
• 8+ years of product management or technology leadership experience, including at least 5 years focused on IVR and voice automation.
• Deep hands-on experience with enterprise IVR platforms such as Google, Genesys, or comparable technologies.
• Demonstrated experience delivering generative-AI-powered and agentic conversational IVR experiences.
• Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integrations.
• Experience modernizing legacy IVR environments into cloud-native conversational voice platforms, particularly Google GECX/Playbooks, is highly desirable.
• Proven ability to develop and execute multi-year product roadmaps using agile methodologies and human-centered design practices.
• Experience leading large, enterprise-scale, cross-functional initiatives with multiple stakeholders and dependencies.
• Strong people leadership skills, including experience hiring, coaching, developing, and scaling high-performing product teams.
• Excellent communication and executive presentation skills, with the ability to influence senior and C-suite stakeholders.
• Demonstrated success with OKR-driven product delivery and data-informed decision-making.
• Direct experience leading teams responsible for conversational AI across voice and/or chat is preferred.
• Familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, or Five9 is advantageous.
• Healthcare experience, particularly in areas such as primary care or pharmacy, is a plus.
• Strong strategic thinking, technical fluency, ownership, and problem-solving skills, with the ability to operate effectively in a complex and evolving environment.
• For remote work, candidates must maintain a reliable internet connection with at least 25 Mbps download and 10 Mbps upload speeds and have a dedicated workspace that protects sensitive information.
• Occasional travel to company offices for meetings or training may be required.

Benefits

• Remote position available nationwide within the United States.
• Base salary range of $168,000-$231,000 per year, with actual compensation varying based on geographic location, skills, experience, education, and certifications.
• Eligibility for a performance-based bonus incentive plan.
• Medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Paid time off, company holidays, and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Additional programs and resources supporting employee wellness and whole-person well-being.
• Opportunity to lead enterprise-scale transformation involving conversational AI, intelligent automation, and modern voice technologies.
• Flexible remote environment with occasional travel opportunities for collaboration and training.