Product Manager - Call Center AI Advancements

Job Summary:
Florida Blue is seeking an Product Manager to shape and drive product advancements across our portfolio. This motivated, collaborative role partners with leadership and business stakeholders to champion product adoption and engagement initiatives, serving as a liaison on work requests. The Product Manager works closely with segment, IT, design, Communications, Marketing, and Experience (CMX) teams to drive major product user experience initiatives from problem definition through go-to-market. You'll leverage expertise in product management, user experience disciplines, healthcare insurance dynamics, and process improvement methodologies to advance the product experience and solution delivery. You'll assess and benchmark current experiences against best practices within and outside the health insurance industry, articulate business cases and ROI for the roadmap, and bring fresh thinking to challenge the status quo. This highly collaborative role engages peers and team members to craft extraordinary user experiences across multi-modal products and platforms.

Essential Functions:

• The essential functions listed represent the major duties of this role, additional duties may be assigned. 
• Plan and oversee large-scale user experience product transformation initiatives; including the definition, design, development, implementation, and integration of people, processes, and technology to deliver impactful and measurable seamless experiences.  
• Gather business insights and assess product impacts to build a Product strategy anchored on data, including product vision and roadmap; evolves high-level requirements and supports business case creation. 
• Prioritize and maintain backlog in alignment with product vision and strategy  
• Leads and propels forward key initiatives in partnership with Executive Sponsor(s), Business Lead, segment leadership, UX Design, Product Owners, and IT—serving as the lead thought partner in applying proven methodologies to solve business problems.  
• Leads product success metrics definition to translate into KPIs and operational metrics. Defines and operationalizes total cost of ownership metrics.  
• Conducts cost/benefit assessment to define financial, business, and/or industry impacts of initiatives. Clearly articulates ‘value add ‘of initiatives and establishes the return on investment (ROI).  
• Manage risk by providing visibility (regular status reports, etc.) and addressing any impending challenges head on to proactively mitigate execution challenges.  
• Guide the initiative through steering and formal governance as needed. Prepares and presents a case for the discussions to inform executive levels and influences decisions. 
• Mentor junior team members  
• Represents product management and maintains collaborative relationships with business stakeholders, service clients and partner organizations including BlueCross Association (BCA) serving as the SME to promote product adoption and engagement.  

Required Experience:
6+ years related work experience. Experience Details: Combination of AI, product management, product owner experience. 
Related Bachelor’s degree or additional related equivalent work experience 
Strong understanding of user experience (UX) design principles and priorities: capturing the voice of customer/user, drawing out insights, qualitative and quantitative analyzing customer/user data, etc. 
Experience with proven track record of delivering business projects with technology components. (e.g. implementation lifecycle: requirements gathering, design, testing, etc.). 
Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas. 
Must have strong business acumen, broad knowledge of health care, and the ability to influence business decisions & directions for initiative. 
Understanding of projects with technology components (e.g. implementation lifecycle: requirements gathering, design, testing, etc.). 
Demonstrated experience building a Product strategy, including product vision and roadmap; high-level functionality and business case creation. 
Proven ability to solve problems effectively by balancing user requirements, technology, and desired business objectives. 
Ability to translate work (i.e. strategy/proposal/plans) into effective presentations to engage and influence stakeholders and decision makers. 
Experience establishing product success metrics and KPIs

Preferred Qualifications:
Business knowledge of Florida Blue specifically is preferred. Lean/Six Sigma certification or Product Management certification. Experience applying Customer Experience disciplines. Demonstrated success leading a matrixed team. Strong leadership and teamwork skills. Hands-on experience is with proven track record of delivering business projects with technology components. Strong communication skills and the ability to communicate appropriately at all levels of the organization.
 

General Physical Demands:
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally. 
 

Physical/Environmental Activities:
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally 

What We Offer: 
As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living. 

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to: 
 

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases. 

Annualized Salary Range: $100,400 - $163,200

Typical Annualized Hiring Range: $100,400 - $125,500

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.