Director, Product Management (IVR)

Location: Remote nationwide within the United States; occasional travel to hirify.global offices for training or meetings may be required.

Salary: $168,000–$231,000 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance and CenterWell healthcare services to millions of people.

What you will do

• Lead the vision, strategy, roadmap, and delivery of the enterprise IVR and voice automation portfolio.
• Modernize IVR capabilities with Google GECX/Playbooks, voice bots, routing logic, LLM/NLU/NLP models, and virtual-agent experiences.
• Drive generative and agentic IVR capabilities, including dynamic dialog generation, autonomous task handling, and context-aware workflow orchestration.
• Build and develop high-performing product teams with IVR, NLU, and conversational AI expertise.
• Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver scalable solutions.
• Measure and improve intent accuracy, authentication, containment, deflection, CSAT/NPS, call efficiency, quality, and cost performance.

Requirements

• Bachelor’s degree.
• 8+ years of product management or technology leadership experience, including 5+ years focused on IVR and voice automation.
• Hands-on experience with IVR platforms such as Google or Genesys and delivery of generative-AI-powered and agentic conversational experiences.
• Knowledge of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend integrations.
• Experience creating multi-year product roadmaps, using agile and human-centered design practices, and managing enterprise-scale cross-functional initiatives.
• Strong people leadership, executive communication, influence, and OKR-driven delivery skills.

Nice to have

• MBA or master’s degree.
• Healthcare experience, including primary care or pharmacy.
• Experience modernizing legacy IVR into cloud-native conversational voice platforms, especially Google GECX/Playbooks.
• Experience leading teams building voice and chat conversational AI.
• Familiarity with Genesys, Nuance, Amazon Connect, Five9, or similar cloud contact center platforms.

Culture & Benefits

• Remote work with a dedicated, interruption-free workspace required to protect member PHI/HIPAA information.
• Home internet must provide at least 25 Mbps download and 10 Mbps upload speeds.
• Benefits include medical, dental, and vision coverage, 401(k), paid time off, holidays, parental and caregiver leave, disability coverage, and life insurance.
• 40 scheduled hours per week.