Senior Associate - Digital Product Management

We are seeking a design-led product owner to transform our legacy IVR into a modern, intuitive, and customer-centered conversational voice experience. This role is grounded first and foremost in conversational design excellence, with product ownership responsibilities that ensure great design ideas are translated into shipped, measurable improvements. You will lead with a designer’s mindset, deep understanding of customer intent, language, and pain points while owning the product decisions that shape the IVR roadmap. Rather than managing a product in abstraction, you will use conversation design as the primary input into prioritization, delivery, and optimization, guiding the evolution of our voice channel from rigid, menu-based interactions to natural, intent-driven conversations. This position is platform-agnostic and focused on elevating the quality, coherence, and effectiveness of the end-to-end voice experience. Voice is one of our most impactful customer experiences. This role places design at the center of product ownership, giving you the authority to shape not just how the IVR looks and sounds, but how it evolves over time. You’ll ensure that conversational quality, customer understanding, and thoughtful design guide every IVR enhancement resulting in experiences that feel natural, efficient, and respectful of customers’ time.