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

Exceptional care starts with exceptional people.

For us, this is more than a job– it’s a calling. It’s waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

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 exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

The incumbent has no occupational risk for exposure to communicable diseases.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Are you ready to make a difference? Apply Today!

Ochsner Health does not consider an individual an applicant until they have formally applied to the open position on this careers website.

Please refer to the job description to determine whether the position you are interested in is remote or on-site. Individuals who reside in and will work from the following areas are not eligible for remote work position: Colorado, California, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington, and Washington D.C.

Ochsner Health endeavors to make our site accessible to all users. If you would like to contact us regarding the accessibility of our website, or if you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 (select option 1) or [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.