- Own the product strategy and roadmap for advisor phone, SMS, chat, and follow-up email channels.
- Lead evaluation and migration to a next-generation contact center platform while keeping the current platform stable.
- Define the live transcript contract for real-time coaching, call scoring, care profiles, advisor summaries, and post-call records.
- Build in-app, real-time coaching and insights for advisors during calls.
- Build call-scoring and coaching dashboards for sales managers using transcripts.
- Define lead routing, prioritization, and follow-up cadence across calls, SMS, and email.
- Build do-not-call and consent requirements into every communication channel.
- Partner with provider-facing teams to deliver live transfers to senior care partners.
- Define metrics, baselines, targets, and hypotheses; instrument launches and translate results into investment recommendations.
Product ManagementRESTful APIs