Associate Product Manager, Humanitarian Services Contact Center and Operations Platforms

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.
==============================================================================

By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?
=======================================================================================================================================================================================================================

Join us—Where your Career is a Force for Good!
==================================================

Job Description:

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Where Your Career is a Force for Good!

WHAT YOU NEED TO KNOW (Job Overview):

The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our clients and workforce and to ensure our digital products support successful mission delivery. Our products support our humanitarian mission in many ways, including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assigning volunteers to critical mission roles.

About Our Contact Center and Operations Platforms:

This role supports a portfolio of 24x7 contact center platforms serving Disaster Relief, SAF Hero Care, and Fundraising operations. Built on AWS Amazon Connect and modern IVR technologies, these mission-critical systems help clients, donors, military families, volunteers, and responders access information, assistance, and support, especially during periods of crisis and large-scale disaster activity. The product portfolio integrates with numerous business systems and focuses on delivering compassionate, high-quality client experiences while driving operational efficiency, workforce productivity, and service excellence. The team is actively advancing automation, AI, intelligent routing, agent assist, and digital self-service capabilities to improve both client outcomes and operational performance.

The Position:

We are seeking a Product Manager to own and evolve our Contact Center platform — the technology and experience layer that powers workforce productivity, real-time operational insight, and AI-enabled service delivery across our contact center and chapter network. This role sits at the intersection of agent experience, customer/client experience, and AI innovation, and is responsible for ensuring that every call, chat, and interaction path is efficient, intelligent, and easy to navigate — for both the people answering and the people calling.

The ideal candidate is equally comfortable diving into IVR call-flow logic and phone routing architecture as they define a roadmap for AI-assisted coaching, sentiment analysis, and generative summarization. This is a highly cross-functional role requiring close partnership with contact center operations, chapter/field offices, engineering, data science, and telephony vendors.

The BSI team has a variety of products and services in its portfolio. As such, this position may also be assigned to assist with other portfolio products on an as-needed basis depending on business needs and shifting priorities.

Work Location and Schedule:

· The selected candidate will work 100% remotely from home anywhere in the USA with a preference to work an East Coast schedule. (Core Working Hours 9:00am-5:00pm Eastern).

Responsibilities: