Communications Agent, AI Product Owner- Remote

Wellabe is looking for a Communications Agent, AI Product Owner to join our team.  This individual will own the end-to-end strategy, roadmap, delivery, and performance of AI-handled customer interactions (voice and digital), with priority focus on the Intelligent Virtual Assistant (IVA). Owns the AI Channel for customer, provider, and agent calls with full accountability for end-to-end performance of AI handled voice and digital customer interactions.

Be successful in this role

Someone in this role will:

• Build a product strategy & roadmap:
  • Define and track KPIs including containment rate, first contact resolution, escalation rates, customer effort, and cost to serve.
  • Treat AI as an operational service channel with continuous improvement accountability.
  • Build and maintain a multi-year roadmap for AI enabled service automation.
  • Prioritize automation opportunities based on call volume, complexity, experience impact, and risk.
  • Focus on high impact use cases such as benefits, eligibility, claims status, payments, ID cards, and provider inquiries.
• Backlog and Delivery Leadership:
  • Translate business needs into clear product requirements, user stories, and acceptance criteria.
  • Coordinate releases with IT and platform teams (telephony, CRM, core systems).
  • Establish phased rollouts, testing plans, and post release measurement to validate results.
• Compliance & Risk Partnership:
  • Partner with Compliance and Legal to ensure AI interactions meet HIPAA, CMS, and state regulatory requirements.
  • Define approved language, disclosures, identity verification rules, and escalation triggers.
  • Own remediation and improvements when AI behavior does not meet standards.
• Vendor and Platform Management:
  • Serve as the primary business owner in vendor engagements related to conversational AI and automation.
  • Direct vendor work toward outcomes aligned with Customer Success goals.
  • Evaluate new capabilities and enhancements based on business value and operational readiness.
• Executive Communication:
  • Provide clear, data driven updates on AI performance, risks, and value delivered.
  • Communicate progress in terms of customer experience, expense management, and scalability.

Qualifications

• Demonstrated ability to translate business needs into requirements, user stories, and acceptance criteria.
• Strong analytical skills with the ability to define, monitor, and act on performance metrics.
• Executive-ready communication skills (clear, concise, and data driven).
• Familiarity with contact-center operations and metrics (FCR, AHT, transfer/escalation rates, CSAT/effort).
• Working knowledge of identity verification, disclosures, and safe-guardrail design for automated interactions.
• Bachelor’s degree in a related field such as Business, Information Systems/MIS, Computer Science, Engineering, Data/Analytics, or a similar discipline.
• Formal AI/ML coursework or certificates preferred.
• Specific education in Generative AI / LLM fundamentals, Responsible AI / model risk / governance, and Data literacy (basic statistics, experimentation, KPI design) highly desirable.
• 7 years in product management, process automation, operations transformation, or related roles, including ownership of outcomes and KPIs.
• Experience delivering customer-service technology in partnership with IT/platform teams (e.g., telephony, CRM, or core systems).
• Experience working with risk/compliance stakeholders and operating within regulated environments.
• Direct experience with conversational AI/IVA platforms, including call containment and escalation design preferred.
• Experience managing vendors and shaping roadmaps to measurable business outcomes highly desirable.

Benefits

• Hybrid availability
• 401(k) with company match
• Health insurance
• Paid time off, holidays
• Volunteer time off
• Lifestyle Spending Account (LSA)
• Paternity leave

Growth opportunities

We believe each of us has potential to grow and adapt with our business. We take your career as seriously as you do. Helping you develop your skills and talents leads to opportunities — not only for you, but also for our company. That’s why we provide:

• LinkedIn Learning Premium access
• CliftonStrengths® assessment and coaching
• On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more 
• Free world-class insurance acumen courses through AHIP and LOMA
• Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program 
• Opportunities to take part in Wellabe's mentorship programs 

About Wellabe

Since 1929, Wellabe has been finding solutions to help our customers protect their health and financial well-being. And we’re committed to fostering an internal culture of inclusivity, well-being, and development so each of our team members can succeed. Learn more about Wellabe’s culture of betterment by visiting wellabe.com/culture.

Wellabe is full of smart, caring, hard-working people with a broad range of talents who understand collaboration is key. We bring our best selves every day, to connect with others to solve problems, spark innovation, and bring ideas to life. Meet the team and learn what makes Wellabe a great place to work by visiting wellabe.com/news/employee-spotlights.

Our core values:

• Be dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively.
• Be trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior.
• Be determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals.
• Be collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels.
• Be open: Embrace diversity and new ideas to create an inclusive environment.
• Be generous: Embody generosity and compassion by serving a greater purpose and helping others.
• Be better: Commit to continuous improvement and adapt effectively to change.
• Be well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.