Senior Product Manager- Contact Center Transformation & Agentic AI Orchestration- Remote

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

This role blends product leadership, healthcare operations, and emerging AI capabilities to transform how patients access care. The ideal candidate can bridge technology, operations, and clinical workflows while driving innovation in Contact Center experiences.

The Sr Product Manager is responsible for defining product strategy and roadmap for digital solutions that improve patient access, experience, and care delivery. This role partners across clinical, operational, and technical teams to deliver scalable healthcare products.
 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education
Required – Bachelor’s degree in computer science, engineering, or other related areas.

Work Experience
Required – 4 years of experience working as a product manager or other relevant position; significant experience in product lifecycle management and working in agile environment.
Preferred – Background in software development or program management.

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications and ability to interpret, analyze, and understand complex data sets.

• Effective verbal and written communication skills and ability to present information clearly and professionally.

• Organizational skills and ability to pay attention to detail and transform vision into reality.

• Interpersonal skills and ability to influence stakeholders across multiple organizations without direct reporting lines.

• Strong problem-solving skills and ability to use a creative approach.

• Time management skills and ability to work under tight deadlines.

• Leadership skills and ability to lead change across all levels of the organization.

Job Duties

• Drives product prioritization and detailed product definition for digital and telemedicine products.

• Engages with customers through a variety of channels and serve as the voice of the customer.

• Defines and maintains a product roadmap with inputs from all stakeholders.

• Provides effective written and verbal updates on the product roadmap to senior leadership.

• Interfaces with operations and technology leaders to ensure digital products can scale.

• Performs other related duties as assigned.

• This roles will play a key part in modernizing and transforming the health system’s Contact Center capabilities, including:

• AI-driven automation & orchestration
  • Designing workflows that leverage conversational AI and automation
  • Implementing orchestration layers to coordinate systems, bots, and human agents
  • Exploring agentic AI capabilities to improve resolution times and patient experience
• Omnichannel patient access
  • Phone, chat, SMS, and digital front door experiences
  • Seamless transitions between self-service and live agents
• Operational efficiency & experience improvement
  • Reducing call volume through self-service and automation
  • Improving first-call resolution and patient satisfaction
  • Enabling workforce optimization and better agent tooling

The above statements describe the general nature and level of work only. They are not an