The Virtual Operations Technology Manager owns the strategy, vision, roadmap, performance, and continuous improvement of Wings member-facing voice and chat technology ecosystem, including Glia GVA, Glia Chat, Illuma Shield, and Creovai Capacity. The role partners with line-of-business leaders and technology teams to translate member and employee needs into secure, compliant, AI-enabled solutions. It also guides AI workflows, co-browsing, digital engagement, and the coordination of virtual assistants, agent-assist capabilities, and human support.
Essential FunctionsProduct Strategy, Roadmap, and Lifecycle Management:Develop and maintain multi-quarter product roadmaps aligned with member experience, retention, operational efficiency, and financial objectives while balancing innovation with security, trust, risk, and regulatory requirements.Lead discovery, prioritization, requirements definition, user-story development, prototyping, testing, piloting, launch, adoption, and ongoing optimization.AI, Automation, and Member Experience Design:Design how GVA, Glia CoPilot, automation, and human representatives work together across the member journey.Establish controls and measures for understanding, accuracy, containment, deflection, and escalation.Gather feedback from members, frontline employees, and business leaders; convert pain points into prioritized enhancements; and validate that outcomes improve usability and deliver measurable value.Platform Performance, Reporting, and Optimization: Monitor and report system, queue, agent, and member-experience performance; create recurring and ad hoc reporting; identify trends, root causes, and opportunities for improvement.Requirements, Governance, and Operational Readiness:Translate business needs into clear product requirements and acceptance criteria, manage intake and prioritization, coordinate approvals, maintain release documentation, and communicate changes to impacted teams.Coordinate testing, training, communications, procedures, support ownership, launch readiness, post-launch monitoring, and issue resolution.Maintain product documentation, decisions, roadmaps, standard operating procedures, release notes, and support materials.Cross-Functional, Vendor, and Stakeholder Leadership:Coordinate business, technology, data, infrastructure, telephony, application support, quality assurance, marketing, project management, risk, legal, and compliance partners to deliver approved solutions.Serve as a primary business contact and subject-matter expert for Glia-related products, facilitate vendor reviews and escalations, and keep leaders informed of risks, dependencies, decisions, and results.
