Product Manager (Healthcare)

TL;DR

Product Manager (Healthcare): Leading the end-to-end product lifecycle for the contact center ecosystem with an accent on CCaaS, agent tools, and knowledge management. Focus on identifying customer friction points, developing multi-year roadmaps, and optimizing self-service and assisted-service excellence.

Location: Must be based in Pennsylvania (Hybrid)

Company

hirify.global is a leading healthcare organization providing comprehensive health plan capabilities and services.

What you will do

• Manage the end-to-end product lifecycle for the contact center ecosystem, including multi-year roadmaps and business cases.
• Optimize omnichannel CCaaS, agent tools, and knowledge management for both self-service and assisted-service excellence.
• Act as the bridge between business strategy and technical execution to deliver measurable value to operations and customers.
• Guide Agile developments, owning the product backlog and frequently refreshing priorities based on internal and partner input.
• Establish product guardrails and governance while communicating priorities and decisions to executive levels.

Requirements

• Bachelor's Degree in Business Administration or related field (or 6 years of progressive experience).
• 5 years of product management experience.
• 3 years of experience with Agile processes.
• 1 year of experience working with design thinking.
• Must be based in Pennsylvania.

Nice to have

• Experience with modern CCaaS platforms, specifically Genesys.
• Background in contact center operations and Workforce Management (WFM).
• Understanding of customer service AI capabilities and the Software Development Lifecycle (SDLC).
• Certifications: Black Belt Six Sigma, SafeAgile, or Design Thinking.

Culture & Benefits

• Hybrid work arrangement allowing for working from home within Pennsylvania.
• Opportunity to lead a critical ecosystem focusing on innovation and AI-driven service challenges.
• Collaborative environment bridging business strategy and technical execution.