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.
- Demonstrable experience working in a contact center environment on telephony platforms with skills-based call routing functionality, preferably with AWS Connect.
- Experience partnering closely with operations or care teams, especially in environments with escalation from automated to human support.
- Background in building or scaling products where accuracy, reliability, and trust are critical to adoption.
Who we are
Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.
At Transcarent, our values guide everything we do:
- People First: We prioritize our Members, clients, and each other in every decision
- Care: Every decision starts with improving health and care for our Members
- Resilience: We push boundaries and take the uncharted path to change an industry
- Results: We take ownership, solve with speed, and deliver for our people and each other
- Humble and Human: We lead with humility, bring fun to tough moments, and go further together
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 13 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
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