Product Manager, Principal

Your Role

The Platform Strategy and Operations team are stewards of Blue Shield's strategic platform that maximizes business value, control costs, and ensures long-term platform health across systems such as Pega and Salesforce. The Product Manager, Principal will report to the Product Senior Manager. In this role you will ensure that the Genesys platform investments translate into measurable business outcomes, optimizing reuse and scalability, minimizing tech debt, and ensuring alignment with enterprise standards.

Your Knowledge and Experience

• Mastery level knowledge of job area and deep product knowledge with:

• 8+ years of experience in Product Management, Management Consulting, or Entrepreneurship

• Requires a BA/BS in Business, Finance, Economics, Public Health, or Information Technology

• Graduate degree (e.g. MBA) is highly desirable; Certification in area of expertise preferred (e.g. PMP, Lean, SAFE, CSPO)

• Requires experience leading IVR modernization programs, deployment of telephony systems including call flow design, routing logic, IVR scripting, integration with CRM/Workflows systems, and operational readiness across contact center teams

• Requires forecasting experiences and chargeback frameworks that improve costtoserve visibility, platform consumption transparency, and budgeting accuracy for product and operations

• Requires experience in operational governance, sustaining SLA adherence across internal teams and ensuring compliance at scale within healthcare operations