Mgr, IVR Product Management

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey's health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds.

Job Responsibilities:

• Continuous evaluation and enhancement of the IVR customer journey by identifying trends and opportunities to improve satisfaction and reduce cost by analyzing complaints captured during customer interactions (calls, emails, social media) and by reviewing call data.
• Collaborate with cross-functional teams to develop and deploy IVR solutions that meet both customer and business needs by conducting targeted call listening sessions with key stakeholders within the company to drive positive changes for the "customer" and reduced contact rates.
• Defines and implements the long-term strategy for the IVR platform, ensuring alignment with organizational goals and customer experience initiatives. Lead efforts to modernize the system with the latest technologies, including natural language processing and AI-driven solutions.
• Owns and oversees the requirement (call flow) definitions, development, implementation, and continuous improvement of IVR enhancements. Owns the development of the requirements and implementation of capabilities to further increase the containment of call and the improvements of both the member and provider callers.
• Develops and Implements Automated Reporting Solutions that identify gaps in the current IVR performance reporting capabilities. The individual will then lead efforts to develop automated, data-driven reporting solutions. This will be achieved by collaborating with cross-functional teams to create dashboards and analytics tools that provide real-time insights into IVR system performance, customer interaction data, and key performance metrics, ensuring continuous optimization and informed decision-making.
• Ensure that the IVR system complies with all relevant industry standards and regulations, particularly those related to data privacy, security, and accessibility for users with disabilities.
• Responsible for the return on investments and the improvement in the caller's experience.
• Manage, develop and train staff; develop and monitor goals; conduct annual performance reviews, and administers salaries for the staff.

Education/Experience:

• High School Diploma/GED required.
• Bachelor degree preferred or relevant experience in lieu of degree.
• 5-7 years of experience with IVR technologies, preference toward IBM NLU and Nuance.
• Experience with contact center software, and specifically deep domain experience in IVR/Routing.
• Experience with development of technical business requirements and workflows.
• 5-7+ year experience with VOIP and telephony infrastructure.
• 5 + years of experience with Call Center Operations.
• 7+ years of experience in business case development and financial modeling.
• Engineering and/or financial background a plus.

Knowledge:

• Advanced understanding of IVR technology and usage.
• Develop and manage IVR performance in addition to experience with chatbot solutions as well as natural language understanding (NLU) systems.

Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Salary Range:

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)

• Retirement Plans

• Generous PTO

• Incentive Plans

• Wellness Programs

• Paid Volunteer Time Off

• Tuition Reimbursement

Disclaimer:
This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job.

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.