Lead Product Manager - IVR, Digital IVA & Conversational AI

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 The Lead Product Manager for IVR, Digital IVA & Conversational AI will drive the evolution of our omnichannel conversational automation ecosystem, spanning voice (IVR) and digital channels (web and mobile). This role is responsible for delivering intelligent, scalable, and generative AI powered conversational experiences that seamlessly support customers across channels while improving containment, deflection, and overall customer experience.
This role requires deep subject matter expertise in modern IVR platforms (especially Google CCAI / Dialogflow CX) and digital Intelligent Virtual Assistants, including chat, messaging, and multimodal experiences. As an individual contributor, you will own critical product workstreams, define strategy, guide execution, and partner cross-functionally to deliver measurable improvements in CX and operational performance.
You will serve as a thought leader for conversational AI across voice and digital, shaping platform direction, defining best practices, and ensuring cohesive experiences across channels.

IVR, Digital IVA & Conversational AI Product Ownership

• Own critical components of the conversational AI roadmap across IVR and digital channels, including:

  • Dialogflow CX virtual agents (voice and chat)

  • Digital IVAs for web and mobile applications

  • Routing logic, orchestration, and backend integrations

  • NLU/NLP model enhancements and generative AI capabilities

• Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents

• Define and deliver agentic automation use cases that improve containment, increase digital self‑service adoption, reduce customer effort, and elevate CX

• Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams

Product Strategy & Discovery

• Lead customer‑and data‑driven discovery across voice and digital channels to identify friction points, unmet needs, and automation opportunities

• Partner with CX, digital, and contact center stakeholders to define channel‑appropriate conversational strategies (e.g., voice vs. chat vs. mobile)

• Create and refine business cases for new IVR and digital IVA capabilities, including deflection, cost savings, and CX impact

• Develop detailed PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for both IVR and digital IVA experiences

Cross‑Functional Leadership (Influence Without Authority)

• Act as the primary product lead across:

  • Engineering

  • Contact center operations

  • Digital product teams

  • Analytics and data science

  • CX and UX design

• Drive alignment on omnichannel conversational strategy, ensuring consistent intent models, shared services, and reusable components

• Coordinate dependencies across IVR, digital platforms, CRM, and contact center systems to ensure on‑time, high‑quality delivery

Execution & Delivery Excellence

• Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning for IVR and digital IVA capabilities

• Define and track KPIs across channels, including:

  • IVR containment and call deflection

  • Digital IVA containment and session completion

  • Authentication success

  • NLU accuracy and intent resolution

  • CSAT, NPS, and digital engagement metrics

• Use data and experimentation to continuously optimize conversational performance across voice and digital experiences

• Identify and mitigate risks, dependencies, and architectural constraints impacting delivery or CX outcomes

Technical Depth & Platform Expertise

• Provide domain leadership on:

  • IVR architecture and call flows

  • Digital IVA and chat architectures

  • Telephony (PSTN/SIP)

  • APIs, orchestration layers, and backend integrations

• Evaluate and recommend design patterns, reusable components, and scalable approaches for omnichannel conversational AI

• Partner closely with engineering to ensure solutions are technically sound, secure, and aligned to long‑term platform strategy

• Guide adoption of LLM‑powered conversational capabilities across voice and digital channels, including prompt design, guardrails, and fallback strategies

Use your skills to make an impact
 

Required Qualifications

• 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation

• Hands‑on experience with modern conversational AI platforms
  (Google CCAI / Dialogflow CX strongly preferred)

• Strong understanding of:

  • IVR routing and call flows

  • Digital chat and messaging experiences

  • NLU/NLP concepts and model optimization

  • Telephony and system integrations

• Proven success delivering AI‑driven or agentic conversational experiences across voice and/or digital channels

• Experience executing roadmaps using agile methodologies and human‑centered design

• Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership

• Demonstrated success driving measurable outcomes through KPIs or OKRs

Preferred Qualifications

• Bachelor's Degree

• Experience in healthcare or insurance industries

• Background modernizing legacy IVR and digital self‑service into cloud‑native conversational ecosystems

• Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc.

• Experience working with LLM‑powered conversational automation across voice and digital channels

• Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile

This Lead Product Manager role is ideal for a hands‑on, technically fluent product leader who excels at driving omnichannel conversational AI initiatives—not by managing a team, but by shaping strategy, owning outcomes, and delivering transformational IVR and digital IVA experiences that meaningfully improve customer and business outcomes.

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$126,300 - $173,700 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 04-03-2026
About us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.