Technical Product Manager, Contact Center

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life.

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Technical Product Manager, Contact Center

Lantern is looking for a Technical Product Manager, Contact Center to join our fast-growing team. Connecting our members and providers with trusted Care Advocates, Provider Advocates, and Clinical Care Specialists is a critical part of our service offering and IVR and voice technologies ensure that members are paired with the most appropriate resource as quickly as possible.

We are searching for a technically adept product manager capable of leading strategy, discovery, execution, and support for this important are of our experience. You will partner within Product and cross-org stakeholders to ensure that this area of our experience becomes best-in-class.

Location: Remote, USA

Responsibilities:

• Leadership: Lead a high performing product and engineering team driving high quality/speed decisions across people, process & product
• Discovery: Perform deep discovery and user research with stakeholders, members, internal users, while taking into account legal, regulatory and competitive and market dynamics. Bring qualitative and quantitative insights to the table for discussion
• Strategy: In conjunction with member service leadership, create and drive Lantern's IVR product strategy, aligning with broader strategic objectives in driving best-in-class member experience and conversion.
• Support: Act as the first point of contact for any tech-related contact center issues that may arise, ensuring we continue to meet critical SLAs.
• Roadmap Definition: Own and socialize a multi-year product roadmap that is aligned with key stakeholders.
• Alignment: Create top down and bottoms-up alignment, ensuring your product peers, R&D pod, cross-functional stakeholders, and leaders are both influencing and aware of critical deliverables.
• Technical Influence: Able to serve as product manager while also leaning in to help influence highly technical decisions (in partnership with engineering) and/or 3rd party vendors
• Approach: We're an agile shop and take an iterative approach to building software. You'll leverage data to inform roadmap and backlog priorities and quickly iterate based on recent findings.
• Process: Refine and build process as needed to ship high quality products on time and in budget while ensuring visibility and alignment across the org Manage the product development process and timeline to ensure targets are met on time and in budget
• Business-Oriented: Make priority decisions that are rooted in driving viable business growth.

Requirements:

• 4+ years' experience in Product Management or related discipline
• Served in a leadership capacity as the go-to resource for any critical issues to maintain client SLAs.
• Hands-on and strategic experience working with 3rd party vendors, IVR platforms - NICE, Genysys, Cisco, etc.
• Demonstrated proficiency in optimizing call flows using techniques like skill-based routing.
• Nice to have: Experience in employer health benefits
• Bachelor's degree required; MBA nice to have
• Experience with startup/growth phase company
• Ability to travel up to 1-2x/quarter

Strong Candidates Will:

• Be comfortable with ambiguity
• Be quick to become an expert in a given product area
• Demonstrate examples of leadership in high-pressure situations
• Have strong technical experience/perspective that helps this TPM contribute to critical tech decisions
• Recognize when product/technology investments are needed and when human-led experiences are sufficient
• Thrive in 0-1 product development, leveraging existing data where possible but also able to learn in-market
• Comfort working with internal eng. resources as well as 3rd party vendors

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short- & Long-Term Disability
• Life Insurance
• 401k with company match

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.