Associate Vice President, Conversational Channels (AI)

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

Salary: $203,400–$279,800 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance services and CenterWell healthcare services to members, families, military personnel, and communities.

What you will do

• Own the conversational channel and advocate experience portfolio, including IVR, queuing and routing, conversational AI, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM.
• Define and execute multi-year product strategies, roadmaps, and backlog priorities across Insurance and CenterWell business segments.
• Connect conversational channels with digital self-service while preserving member intent and context across channel transitions.
• Lead UX, interaction design, technical architecture, integrations, release sequencing, and delivery quality for advocate-facing capabilities.
• Partner with contact center operations, technology, analytics, Consumer Digital, and Client Services to translate feedback and operational priorities into measurable improvements.
• Track outcomes including member experience, advocate productivity, authentication, routing accuracy, service quality, efficiency, and enterprise transformation.

Requirements

• 10+ years of progressive leadership experience in product management, conversational channels, contact center technology, customer experience, or platform strategy.
• Deep expertise in contact center optimization, IVR, conversational AI, CRM platforms, advocate desktop capabilities, and enterprise AI enablement.
• Experience with Salesforce, Genesys, Google Customer Engagement Suite, or comparable enterprise CRM and contact center ecosystems.
• Experience leading large-scale enterprise product portfolios and modernization initiatives in highly matrixed and regulated organizations.
• Experience managing multiple product lines, director-level talent, and cross-functional teams across product, design, technology, analytics, and operations.
• Ability to set multi-year strategy, prioritize outcome-based roadmaps, make trade-offs, and lead through complex stakeholder environments.

Culture & Benefits

• Remote work requires a dedicated space without ongoing interruptions to protect member PHI and 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.
• Scheduled weekly hours are 40.