About this role Transcarent’s AI and WayFinding team is at the forefront of building our next-generation products, including the WayFinding Care Assistant and AI platform. These solutions are rapidly scaling across multiple systems, teams, and client implementations. We are looking for a Senior Product Manager to join our AI team to own Voice AI and Telephony experiences across Transcarent’s WayFinding platform.This Senior Product Manager will sit at the intersection of AI platform capabilities, telephony infrastructure, care operations, and regulated healthcare workflows, and will be accountable for scaling Voice AI safely while improving containment, resolution, and experience quality. What you’ll do - Own the strategy and roadmap for Voice AI as a primary entry point for members seeking support for health benefits, care navigation, and common benefit administration tasks, including containment and escalation to human support. - Own the strategy and roadmap for Voice AI workflows supporting providers calling to confirm eligibility, network participation, and coverage details, with a focus on accuracy, reliability, and operational trust. - Partner closely with AI Platform, Voice/Telephony, and operational tooling teams to define requirements, surface dependencies, and ensure Voice AI experiences are built on shared, scalable platform capabilities - Define and drive seamless handoffs between Voice AI and operational staff including context passing, summarization, and transfer quality, to ensure safe escalation and operational efficiency. - Own and drive successful outcomes for Voice AI, including containment and deflection rates, resolution quality, transfer effectiveness, and experience reliability, using data and experimentation to inform roadmap decisions. - Ensure Voice AI experiences operate within defined safety, compliance, and scope boundaries, including appropriate escalation for medical, eligibility, or operational edge cases. What we’re looking for - 5+ years of product management experience, with ownership of complex, cross-functional products from strategy through execution. - Experience working on Voice AI, IVR, conversational AI, or contact center products. - Familiarity with AI-powered products, including concepts like intent classification, guardrails, human-in-the-loop workflows, or model evaluations. - Experience owning customer-facing workflows in high-volume or high-stakes environments (e.g., healthcare, benefits, financial services, insurance, or other regulated domains). - Demonstrated ability to define and drive product strategy across multiple user types with distinct needs and success criteria. - Strong track record partnering with engineering, design, data, and operations to deliver products that integrate into real-world operational workflows. - Comfort working in platform-dependent environments, managing tradeoffs between domain-specific needs and shared, reusable capabilities. - Experience defining and owning outcome-based metrics, using data and experimentation to inform prioritization and roadmap decisions. - Ability to reason about risk, edge cases, and failure modes, and to design products with clear boundaries and escalation paths. - Excellent written and verbal communication skills, with the ability to align stakeholders and make clear tradeoffs in ambiguous problem spaces. Nice to have - Prior experience in healthcare, benefits administration, insurance, or provider-facing systems. - Demonstrable experience working in a contact center environment on telephony platforms with skills-based call routing functionality, preferably with AWS Connect. - Experience partnering closely with operations or care teams, especially in environments with escalation from automated to human support. - Background in building or scaling products where accuracy, reliability, and trust are critical to adoption. As a remote position, the salary range for this role is: $145,000—$165,000 USD Who we are Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers. Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn. At Transcarent, our values guide everything we do: - People First: We prioritize our Members, clients, and each other in every decision - Care: Every decision starts with improving health and care for our Members - Resilience: We push boundaries and take the uncharted path to change an industry - Results: We take ownership, solve with speed, and deliver for our people and each other - Humble and Human: We lead with humility, bring fun to tough moments, and go further together Total Rewards Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. Our benefits and perks programs include, but are not limited to: - Competitive medical, dental, and vision coverage - Competitive 401(k) Plan with a generous company match - Flexible Time Off/Paid Time Off, 13 paid holidays - Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance - Mental Health and Wellness benefits Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

• Collaborate with engineering teams to ensure that technical solutions meet product requirements whilst providing technical guidance and oversight to ensure that solutions are technically feasible, scalable, maintainable, and meet quality standards • Guide the engineering process by managing product backlogs, creating and refining product requirements into user stories with clear acceptance criteria • Participating in team ceremonies, such as sprint planning, daily stand-ups, and retrospectives, to ensure the engineering team has a clear understanding of product priorities • Triaging and resolving product-related issues, working with the engineering team to address bugs, and communicating with stakeholders to manage expectations • Identify upcoming risks and proactively implement strategies to mitigate them, ensuring successful product delivery • Together with the Product Manager, make trade-off decisions when faced with conflicting priorities, resource constraints, or technical limitations • Work closely with various stakeholders, including engineering, design, marketing, commercial, and customer success teams to ensure successful product development • Analysing data and metrics to inform product decisions, measure product performance, and identify areas for improvement • Support a strong culture of knowledge sharing and product decision and design documentation

• Work with cross-functional solution and platform teams composed of product managers, data scientists, designers, clinicians, customer success managers, and more to assess, design, and develop new solutions for our customers. • Lead product management for technical product areas, from opportunity assessment through delivery, including writing requirements and PRDs. • Drive data analysis (SQL/Snowflake, Sigma, etc.) to size opportunities, evaluate product experiments, and measure customer impact. • Define the vision, strategy, problems to solve, and key requirements for the solutions that address the opportunities you identify • Scope data requirements and integration options (FHIR, HL7, CCL, etc) for new solutions, and work with the team to ingest, validate, and experiment with new data • Build new solutions via an iterative, rapid-prototyping-based approach to find the optimal solution to drive customer outcomes. • Collect and measure feedback and outcomes post-launch, iterating on the solution as needed, to ensure the solution makes the desired impact on our users and our business • Once you’ve figured out the solution and proven it works for multiple customers, you’ll package it up for scalable ongoing deployment to all our customers via our Delivery team. • Develop and maintain strong relationships with users, buyers, and external thought leaders to inform your work

Defining and maintaining a clear, coherent platform technology direction Ensuring the platform scales efficiently as the business and supported use cases grow Embedding reliability, observability, and operational insight into the platform Guiding platform evolution in a controlled, customer-centric manner Defining and driving success metrics and OKRs related to platform scalability, efficiency, reliability, integration readiness, and adoption of platform capabilities Own, maintain, and communicate the platform technology roadmap Translate architectural initiatives into clear product priorities and measurable outcomes Partner with Engineering and Architecture to align platform design decisions with long-term strategy Define and govern supported customer transition paths Establish clear platform standards and defaults in collaboration with technical leadership Enable shared services and automation Reduce platform complexity over time Align new capabilities with the long-term platform direction Guide API governance, versioning approaches, and integration standards Support modernization initiatives and structured technical evolution Ensure reliability, observability, and operational insight are embedded into platform decisions and roadmap priorities Incorporate SLOs, SLAs, and production performance metrics into roadmap trade-offs Monitor platform health metrics and drive continuous improvement Evaluate scalability and cost-efficiency considerations in cloud environments The platform scales predictably and efficiently Platform evolution is deliberate, well-sequenced, and customer-centric Engineering teams move faster with fewer platform-level constraints Platform success metrics show measurable improvement in scalability, efficiency, and reliability Stakeholders have confidence in the platform roadmap and technical direction 7+ years of experience in Software Engineering, Solution Architecture, Platform Engineering, or Technical Product Management Experience owning platform, infrastructure, or technology roadmaps Proven experience operating in cloud-native, distributed systems environments Strong understanding of distributed system design, including microservices and event-driven architectures Deep knowledge of scalability strategies (horizontal scaling, partitioning, caching, asynchronous processing) Experience working with AWS, Azure, or GCP Familiarity with Kubernetes, CI/CD pipelines, and Infrastructure as Code Experience working with SLOs, SLAs, error budgets, and production reliability practices Understanding of API design, versioning, and backward compatibility principles Ability to assess architectural trade-offs and modernization strategies Ability to operate effectively at both strategic and execution levels Strong collaboration with Engineering and Architecture teams Clear communicator with both technical and non-technical stakeholders Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce. Your personal data will be stored for as long as it is necessary to process the job applications that you submitted and for the provision of the service that you requested. Your personal data may also be processed for the fulfillment of the obligations provided for by law. Your data will in any case be deleted without unjustified delay once the aforementioned legal obligations have been fulfilled. Your personal data are collected and used by Board International SA and/or its subsidiaries that are located in the EU or outside on the basis of the appropriate safeguards provided by the European Regulation 2016/679. At any time you may request to access, to correct and/or delete your personal data used by Board International SA or by its subsidiaries for recruiting purposes. For further question, please refer to our Privacy Policy at https://www.board.com/en/privacy-policy