Senior Manager, Product Management - Call Routing & Voice Experience

At Evernorth Health Services, we're transforming healthcare through technology and data.

As a Sr.

Manager, Product Management for Call Routing and IVR, you'll drive innovation in customer engagement platforms, making it easier for millions to access care.

Join us to shape intuitive, efficient and empathetic voice solutions that truly make a difference.

Responsibilities


* Champion human-centered design by creating IVR and call routing experiences that are simple, accessible and personalized.


* Align product strategy with Evernorth's goals to deliver measurable business impact, focusing on operational excellence and member engagement.


* Lead the adoption of modern telephony platforms, cloud-native solutions and AI-driven routing to build resilient, scalable systems.


* Analyze complex workflows, identify pain points and implement solutions that reduce friction and improve service quality.


* Inspire and guide cross-functional teams-engineering, design, operations, and analytics-to deliver innovative voice solutions and foster organizational alignment.

Required Qualifications


* 5+ years of experience in product management, with a focus on customer engagement or voice technologies.


* 3+ years working with telephony platforms, IVR systems, and cloud-native technologies (AWS, Azure, or GCP).

Preferred Qualifications


* Bachelor's degree in a quantitative or technical field (Computer Science, Engineering, Information Systems or related discipline).


* Experience with call routing strategies, IVR design and integration with CRM or contact center platforms.


* Familiarity with speech recognition, natural language processing and secure voice authentication.


* Proven ability to translate business objectives into technology-driven solutions that enhance customer experience.


* Strong understanding of compliance and security standards in healthcare technology.

Why Join Evernorth?
Be part of a team redefining healthcare engagement through technology.

Your work will help millions access care more easily and efficiently, making a real impact on health outcomes and customer satisfaction.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 133,900 - 223,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure.

That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health.

Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.

We also offer 401(...