Lead Product Manager – Digital Customer Assistance

Job details

Top Skills: Digital marketing Feature prioritization Listening Metrics definition Negotiation Product roadmap Relationship building User journey and personas Writing and presentation
Suggested skill score: 290

Skills Breakdown


Leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors, determining the best course of action.


Location: Remote

We are seeking a Lead Product Manager – Digital Customer Assistance who will join Digital Experience Transformation and will be focused on creating conversational digital products based on customer preferences, enabling exceptional customer experiences and delivery of key business objectives. In this role, you will be accountable for creating and executing on a suite of products that meets desired customer and business outcomes. You will lead a team of product management professionals working cross functionally to deliver incremental value through agile product creation & delivery.

The Lead Product Manager creates the product vision and roadmap for complex products, champions the business requirements end-to-end, manages relationships with the verticals, and ensures solutions meet the vertical needs across the product life cycle. Defines features and epic, advocates for Product Owners, disseminates roadmaps and priorities to the release train. Collaborates with the Solution Train Engineer and Solution Architect, to create the power of three to inform priorities and ensure the right solutions are being iteratively developed & delivered to meet customer needs and drive desired business outcomes.

Key Responsibilities

  • Build relationships with verticals, act as a trusted advisor and liaison between the development team and the verticals
  • Translates business priorities to technical team members
  • Organize, hire, develop and lead teams to execute product roadmaps
  • Develop product roadmaps & vision
  • Define objectives and key results for the product team
  • Manage/oversee multiple product roadmaps, backlogs and releases based on the evolving needs of verticals and work to achieve key results
  • Confirm product quality requirements are met
  • Escalate risks, actions and issues raised by Product Owners to appropriate parties and facilitate resolution
  • Facilitate conversations between Product Owner and external stakeholders where clarification of business logic, rules or desired functionality is required
  • Demonstrate value of product functionality / sprint outcomes, either on an ad-hoc basis and/or during relevant ceremonies

Role Essentials

  • Bachelor’s degree or equivalent work experience
  • 7+ years of experience in product management, product implementation or equivalent experience
  • Experience managing complex initiatives through cross functional teams and demonstrated ability to manage and influence stakeholders across the enterprise
  • Agile product development experience
  • Experience creating/executing product strategies and multi-year roadmaps
  • Experience leveraging Human Centered Design approaches to develop consumer centric products/solutions
  • Excellent oral and written communications skills that will ensure effective interaction with key stakeholders and executive
  • Strong analytic, organization and problem-solving skills enabling sound decision making
  • Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights

Role Desirables

  • MBA or Master’s degree
  • Work experience in health care and/or insurance industry
  • Experience in developing/delivering/managing transformational digital and conversational products
  • Experience with voice and conversational capability enablement/automation
  • Experience with cloud contact center platforms – Genesys, Nuance, IBM, AWS Connect or others
  • Leadership experience with success building/developing/managing high performing teams
  • Direct experience leading Product Managers and Owners

Additional Information


Humana is an organization with careers that change lives—including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you’re ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.


Scheduled Weekly Hours



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