Director, Product Management

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The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance.

You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences.IVR & Conversational AI Leadership

* Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design * Own roadmap creation and delivery for IVR capabilities using Google GECX including voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual‑agent experiences * Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestration Product Strategy & Delivery

* Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation * Build and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise * Validate product effectiveness through measurable KPIs such as intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call‑efficiency improvements **Cross‑Functi