Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Technical Product Manager position requires an individual to be a subject matter expert with Enterprise Communications Platforms. This position will drive the strategy, roadmap, and delivery of contact center technologies in a Medicare payer environment. This role requires a unique blend of healthcare domain knowledge and technical product management skills to ensure our enterprise communications align with CMS regulations, payer operational workflows, and member experience goals. The successful candidate will part-ner with business partners in operations, clinical, pharmacy departments as well as vendors to build robust communication solutions integrated with Alignment Health’s core AVA platforms.

Job Duties/Responsibilities:

• Serve as the technical platform owner of enterprise communications responsible for the Talkdesk product implementation, administration, and integration across Alignment. This position will define and drive the product roadmap and strategy.
• Design and manage IVR call flows, routing logic, agent scripting, and queue structures within Talkdesk Studio.
• Partner with Talkdesk and internal teams to deploy AI-driven features (chatbots, virtual agents, speech analytics and predictive routing).
• API & Integration Development: Collaborate with engineering teams to implement Talkdesk APIs, webhooks, and connectors for integration with AVA, Facets, Salesforce, and other enteprise platforms.
• Define and implement real-time dashboards, reporting structures, and call analytics to support CMS compliance, STAR ratings, and operational KPIs (e.g., AHT, FCR, service levels), Monitor end-to-end claims payment workflows, ensuring accuracy and identifying opportunities for automation and efficiency.
• Act as a liaison between IT, operations, compliance, and Talkdesk to ensure technical solutions support Member, Provider and Broker experience teams and workflows.
• Ensure all configurations meet HIPAA and CMS Medicare Advantage requirements, including call recording, member authentication, audit reporting, and retention standards.
• Collaborate with DTS, Operations, Finance, and Compliance leadership to resolve production issues and deliver enhancements.
• Act as SME for internal stakeholders on Contact center features and capabilities.

Job Requirements:

Experience:

• 5+ years of Product Management or Business Analyst experience in Medicare healthcare payer systems and/or Enterprise Communications Platforms.
• Hands-on experience with Talkdesk configuration and administration (Studio, routing, IVR, roles/permissions, call flows).
• Medicare call center modernization or CMS audit readiness projects
• Proven hands-on expertise with:
  • Microsoft SQL (querying, optimization, reconciliation, audits)
  • Microsoft SSIS (ETL workflows and data integration)
  • Azure Data Factory (cloud-based pipelines and transformations)
• Experience integrating or managing supplemental benefit vendors that augment Alignment’s production benefit offerings.
• Solid understanding of CMS compliance requirements for member communications and Medicare materials.
• Strong analytical, problem-solving, and communication skills with the ability to translate technical details into business outcomes.

Education:

• Bachelor’s degree in Information Systems, Computer Science, Business, Healthcare Administration, or related field.  4 years additional experience may be considered in lieu of education
• MBA or advanced degree preferred.

Specialized Skills:

• Proficiency with Talkdesk APIs, webhooks, and data connectors for system integrations
• Experience with cloud-based infrastructure (Azure or AWS) to support Talkdesk integrations
• Familiarity with speech/text analytics and quality management tools within Talkdesk.
• Vendor management and SLA performance oversight.

Pay Range: $113,332.00 - $169,999.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

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

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com.