Associate Product Manager, Humanitarian Services – Contact Center and Operations Platforms

American Red Cross

. Own and evolve the Contact Center platform supporting workforce productivity, real-time operational insight, and AI-enabled service delivery .

Posted 10/12/2026full-timeRemote • District of Columbia • United StatesSeniorLead💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in product management for contact center platforms, with a strong focus on AI-enabled features, IVR design, and Agile methodologies. Proven ability to translate business strategies into actionable product requirements while facilitating cross-functional collaboration and stakeholder engagement.

Highest-signal resume keywords

Product Management ExperienceContact Center PlatformsAgile Development FrameworksAI/ML-Enabled Product FeaturesIVR Design Principles

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Product DesignBusiness Process RedesignData AnalysisOperational KPI TrackingUser Acceptance TestingRequirements GatheringDesign Thinking MethodsLegacy System MigrationTelephony ArchitectureAI-Enabled Capabilities

Soft Skills

Excellent CommunicationInterpersonal SkillsIndependent and Self-MotivatedAnalytical SkillsTask Coordination

Tools & Technologies

Salesforce Service Cloud VoiceGenesysNICEFive9Amazon ConnectJiraMuralLucidchartMicrosoft OutlookMicrosoft Excel

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Contact CenterCustomer ExperienceTelephonyIVRAI-Enabled Service DeliveryOperational InsightWorkforce ProductivityContinuous ImprovementStakeholder EngagementCross-Functional Collaboration

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Own and evolve the Contact Center platform supporting workforce productivity, real-time operational insight, and AI-enabled service delivery
Convert business strategy into system design and functionality, aligning technical and business units
Facilitate discovery and collect business requirements from stakeholders using design thinking and business analysis methods
Analyze business and user needs, opportunities, challenges, and risks during product design
Use trusted data to make evidence-based decisions and enable continuous improvement
Ideate with service designers and technical teams on human-centered product design and solutions
Facilitate cross-functional reviews and alignment of product requirements
Create and organize Agile user stories into epics, phases, and functions
Coordinate with the Product Manager, Scrum Master, and technical team on current and backlogged user stories
Support User Acceptance Testing and QA test case development and execution
Monitor performance metrics and review system modification requests
Write product communications and end-user training, including knowledge base articles and release notes
Lead AI-enabled capabilities including sentiment analysis, AI-assisted coaching, automated summarization, and chatbots
Own the end-to-end client journey through IVR and routing systems
Redesign IVR paths to reduce transfers, looping, and agent-hunting behavior
Manage chapter/field office phone number configuration and call-forwarding rules
Lead retirement of the public inquiry phone line while maintaining alternate client access paths
Act as primary product contact for contact center operations, chapter/field office stakeholders, and technology partners
Define and track success metrics and report progress to leadership
Manage telephony, IVR, and AI tooling vendor relationships

Requirements

What you’ll need

Bachelor’s Degree
7 years of experience required
0 years of supervisory experience required
Authorized to work in the United States; American Red Cross does not sponsor employment visas
4+ years of product management experience, including at least 2 years in contact center, customer experience, or telephony/IVR-related products
Experience working with diverse communities of end users and business stakeholders
Experience with product design and development processes and business process redesign
Experience with Agile development frameworks
Experience with design thinking methods
Proficient use of Microsoft applications including Outlook, Project, Visio, Excel, and PowerPoint
Proficiency with Jira, Mural, and Lucidchart
Demonstrated experience working with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar
Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots
Strong understanding of IVR design principles and call routing/forwarding architecture
Ability to translate ambiguous operational problems into structured, prioritized product requirements
Strong analytical skills and comfort defining and tracking operational KPIs
Experience with AWS Connect and/or Service Cloud Voice or other contact center tooling
Experience leading legacy system retirement or migration with minimal service disruption
Ability to coordinate tasks and deadlines across concurrent projects
Experience working with internal customers, management, and outside vendors
Experience managing expectations and emerging issues
Experience consolidating technical and business information for leadership presentations and reporting
Independent and self-motivated with excellent communication and interpersonal skills

Benefits

Comp & perks

Medical, Dental Vision plans
Health Spending Accounts & Flexible Spending Accounts
PTO: Starting at 15 days a year; based on type of job and tenure
11 paid holidays comprised of six core holidays and five floating holidays
401K with up to 6% match
Paid Family Leave
Employee Assistance
Short + Long Term Disability and Insurance
Service Awards and recognition
Fully remote work from home
Periodic travel and participation in meetings and conferences (~5%)
Opportunity for mentorship and career growth