Senior Product Manager - Medicare

AT A GLANCE

RVO Health is looking for a Senior Product Manager - Medicare to play a key role in shaping innovative multi-channel customer journeys and enhancing customer service for millions of healthcare consumers. In this role you`ll be responsible for overseeing machine learning-driven voice experiences, managing the product roadmap for contact center technology and driving continuous improvements.  We are seeking a collaborative individual who will work with various teams and partners to enhance operational efficiency, customer experience and drive a culture of experimentation. 

RVO is the world’s largest and fastest-growing digital health platform, with 1,400+ employees. At RVO, we believe that navigating the healthcare journey should be intuitive, accessible and human-centric. Our mission is to empower people with the tools and support they need to make informed healthcare decisions.

Where You'll Be

To prioritize togetherness, culture, and accountability, RVO Health operates on a hybrid in-office work schedule. We expect employees to work from our South Charlotte office Tuesday, Wednesday and Thursday each week. You are welcome to work remotely Mondays and Fridays if you wish.

1101 Red Ventures Dr Fort Mill, SC 29707

What You’ll Do

• Drive machine learning-enabled voice experiences: work closely with the data science to iteration on existing models, identify new use cases, and coordinate cross-functional alignment and obtaining any required approvals.
• Manage the product roadmap for contact center technology; prioritize features, define user stories, and partner with engineering teams to ensure streamlined execution.
• Partner with call center operations, support teams, and external partners and vendors to align on KPIs, implement enhancements, and drive continuous improvements. 
• Create and present business updates and demo materials for internal and external stakeholders.
• Own the end-to-end IVR experience: design, test, and optimize IVR flows across staging and production environments; manage copy reviews, test tracking, and experimentation results. 
• Author weekly and bi-weekly initiative updates and support the development of strategic decks to communicate progress, priorities and impact. 
• Represent product in cross-functional pitch meetings and partner discussions, advocate for solutions that improve customer and agent experiences while meeting business goals. 
• Collaborate with business, compliance, data, and design teams to ensure alignment on voice experiences strategy and execution.
• Ensure that all IVR experiences adhere to healthcare regulatory and accessibility standards. 
• Act as a product owner and subject matter expert for customer support technologies and platforms.
• Drive a culture of experimentation and iterative improvement to optimize user and agent experience.

What We’re Looking For

• 5+ years of product management experience, ideally in technical or operationally complex environments, preferably with a focus on contact center, voice tech, or customer support platforms.
• Demonstrated success designing and launching IVR systems or voice-driven customer experiences; fluency in how IVR trees, call routing, and A/B tests are implemented and evaluated. 
• Experience collaborating with data science and ML teams to bring intelligent automation and personalization to life. 
• Deep understanding of contact center metrics and optimization levers.
• Ability to synthesize complex operational needs and technical requirements into simple, elegant product solutions. 
• Analytical mindset with experience using data to drive product decisions and optimizations. 
• Clear communicator with strong storytelling, influence and stakeholder alignment skills. 
• Strong organizational and prioritization skills in a fast-moving, ambiguous environment.
• Experience working within healthcare, insurance, or regulated industries is a plus. 
• Familiarity with tools like AWS Connect, Five9, or Genesys is a plus.

Pursuant to various state Fair Pay Acts, below is a summary of compensation elements for this role at the company. The following benefits are provided by RVO Health, subject to eligibility requirements.

• Starting Salary: $100,000 - $160,000 
  *Note actual salary is based on geographic location, qualifications and experience
• Access to a Free Udemy for Business subscription—thousands of hours of learning content on hundreds of different subjects at your fingertips
• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Paid Time Off
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Pharmacy Benefits
• Income Protection Plans
• Pet Services Plans
• Mental Health Support
• Wellness Coaching
• HSA- Health Savings Account
• Commuter Benefits
• Gym & Fitness Center Discount Program

Who We Are: 

Founded in 2022, RVO Health is a new healthcare platform of digital media brands, services and technologies focused on building relationships with people throughout their health & wellness journey. We meet people where they are in their personal health journeys and connect them with both the information and the care they need. RVO Health was created by joining teams from both Red Ventures and UnitedHealth Group’s Optum Health. Together we’re focused on delivering on our vision of a stronger and healthier world. 

RVO Health is comprised of Healthline Media (Healthline, Medical News Today, Psych Central, Greatist and Bezzy), Healthgrades, FindCare and PlateJoy; Optum Perks, Optum Store and the virtual coaching platforms Real Appeal, Wellness Coaching, and QuitForLife. 

We offer competitive salaries and a comprehensive benefits program for full-time employees, including medical, dental and vision coverage, paid time off, life insurance, disability coverage, employee assistance program, 401(k) plan and a paid parental leave program. 

RVO Health is an equal opportunity employer that does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by law. Employment at RVO Health is based solely on a person's merit and qualifications.  

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact accommodations@rvohealth.com.

We do not provide visa sponsorship for this role at this time.

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