[Remote] Product Owner/Product Manager

Note: The job is a remote job and is open to candidates in USA. Dice is seeking a Product Owner/Product Manager to lead the strategy and delivery of voice-based Conversational AI for call center virtual assistants in a healthcare payer environment. The role involves owning the roadmap for an AI-driven voice experience that enhances member and provider satisfaction while adhering to regulatory requirements.ResponsibilitiesOwn product vision and roadmap for a voice virtual assistant supporting payer call center intents (benefits, claims status, eligibility, prior auth status, ID card, pharmacy benefits, find care/provider)Prioritize initiatives across containment/deflection, intelligent routing, authentication, and agent handoff with context transferBuild business cases using contact center KPIs and measurable ROIDefine where and how to use LLMs safely and effectively (e.g., intent understanding, entity extraction, summarization, guided dialog, knowledge Q&A via RAG)Drive implementation choices and guardrails: RAG vs fine-tuning vs prompt-only approaches Tool/function calling patterns to complete transactions (claims lookups, benefit checks) Grounding, citation/traceability patterns (where required), and hallucination mitigationEstablish evaluation methods for LLM features (offline test sets + online monitoring), including quality, safety, and latency targetsPartner with engineering/ML to define and optimize the voice stack: STT/ASR accuracy targets (WER), domain vocabulary tuning (payer terminology, drug names, provider names), noise handling, barge-in behavior TTS voice quality, prosody, pronunciation dictionaries, multilingual considerations (if applicable)Speech-to-speech / real-time voice agents: latency budgets, streaming audio, turn-taking, interruption handling, and naturalnessOwn requirements for low-latency voice interactions and establish SLAs (e.g., time-to-first-response, end-to-end turn latency)Translate payer workflows into conversational capabilities with clear user stories, and acceptance criteriaLead cross-functional delivery with engineering, data science, conversational design, QA, analytics, security, and vendor partnersDrive integration with contact center platforms (e.g., Genesys, Amazon Connect) and core payer systems (CRM, claims, eligibility, provider data, prior auth)Ensure HIPAA/PHI-compliant design: data minimization, secure handling, retention policies, audit logs, redaction, and access controlsDefine escalation and safe-completion patterns for sensitive scenarios (grievances/appeals, clinical-like questions, potential vulnerability)Partner with Compliance/Legal on user disclosures, consent, and governance for generative experiencesOwn KPIs and monitoring: Containment/deflection, AHT impact, transfer rate/quality, task completion, CSAT STT: WER, no-match rates, latency NLU/LLM: intent accuracy, entity accuracy, grounded answer rate, safety flags, fallback rateEstablish an ongoing tuning program: utterance expansion, prompt/knowledge updates, pronunciation and language model updates, regression testingSkills5+ years in Product Management/Product Ownership, with 2+ years in Conversational AI / voice bots / IVR modernizationStrong healthcare payer experience (member/provider services; benefits, claims, eligibility, authorizations)Demonstrated product experience with: LLMsBusiness AnalysisAgileCompany OverviewDice is the go-to career marketplace for tech professionals. It was founded in 2010, and is headquartered in Drachten, Friesland, NLD, with a workforce of 201-500 employees. Its website is https://www.or-quest.nl/.Company H1B SponsorshipDice has a track record of offering H1B sponsorships, with 2 in 2022, 4 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.