Senior Product Manager

About this role 

Transcarent’s AI and WayFinding team is at the forefront of building our next-generation products, including the WayFinding Care Assistant and AI platform. These solutions are rapidly scaling across multiple systems, teams, and client implementations.  

We are looking for a Senior Product Manager to join our AI team to own Voice AI and Telephony experiences across Transcarent’s WayFinding platform.This Senior Product Manager will sit at the intersection of AI platform capabilities, telephony infrastructure, care operations, and regulated healthcare workflows, and will be accountable for scaling Voice AI safely while improving containment, resolution, and experience quality. 

What you’ll do 

• Own the strategy and roadmap for Voice AI as a primary entry point for members seeking support for health benefits, care navigation, and common benefit administration tasks, including containment and escalation to human support. 
• Own the strategy and roadmap for Voice AI workflows supporting providers calling to confirm eligibility, network participation, and coverage details, with a focus on accuracy, reliability, and operational trust. 
• Partner closely with AI Platform, Voice/Telephony, and operational tooling teams to define requirements, surface dependencies, and ensure Voice AI experiences are built on shared, scalable platform capabilities 
• Define and drive seamless handoffs between Voice AI and operational staff including context passing, summarization, and transfer quality, to ensure safe escalation and operational efficiency. 
• Own and drive successful outcomes for Voice AI, including containment and deflection rates, resolution quality, transfer effectiveness, and experience reliability, using data and experimentation to inform roadmap decisions. 
• Ensure Voice AI experiences operate within defined safety, compliance, and scope boundaries, including appropriate escalation for medical, eligibility, or operational edge cases. 

What we’re looking for 

• 5+ years of product management experience, with ownership of complex, cross-functional products from strategy through execution. 
• Experience working on Voice AI, IVR, conversational AI, or contact center products. 
• Familiarity with AI-powered products, including concepts like intent classification, guardrails, human-in-the-loop workflows, or model evaluations. 
• Experience owning customer-facing workflows in high-volume or high-stakes environments (e.g., healthcare, benefits, financial services, insurance, or other regulated domains). 
• Demonstrated ability to define and drive product strategy across multiple user types with distinct needs and success criteria. 
• Strong track record partnering with engineering, design, data, and operations to deliver products that integrate into real-world operational workflows. 
• Comfort working in platform-dependent environments, managing tradeoffs between domain-specific needs and shared, reusable capabilities. 
• Experience defining and owning outcome-based metrics, using data and experimentation to inform prioritization and roadmap decisions. 
• Ability to reason about risk, edge cases, and failure modes, and to design products with clear boundaries and escalation paths. 
• Excellent written and verbal communication skills, with the ability to align stakeholders and make clear tradeoffs in ambiguous problem spaces. 

Nice to have 

• Prior experience in healthcare, benefits administration, insurance, or provider-facing systems. 
• Exposure to telephony platforms, call routing, or speech-to-text / text-to-speech systems. 
• Experience partnering closely with operations or care teams, especially in environments with escalation from automated to human support. 
• Background in building or scaling pro