✦ Luna Orbit — Product Management

Product Owner/ Manager III

at Laboratory Corp. of America

📍 2 Locations Hybrid Posted March 13, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years 7+ years
Education Not specified
Category Product Management

About this role

This role involves owning the enterprise contact center platform, setting product vision, and driving process improvements through automation and AI to enhance customer and employee experiences.

Key Responsibilities

  • Own contact center product strategy
  • Lead process design and SOPs
  • Define workflows and automations
  • Translate business needs into technical requirements
  • Drive adoption of AI and automation

Technical Overview

The technical scope includes managing CRM platforms like ServiceNow and Salesforce, designing workflows, integrating APIs and webhooks, and implementing AI-driven features within contact center operations.

Ideal Candidate

The ideal candidate is a mid-level product management professional with 7+ years of experience in contact center operations and enterprise support systems. They possess strong leadership skills, technical expertise in CRM platforms, and a proven track record of process standardization and automation in healthcare or regulated environments.

Must-Have Skills

7+ years in product managementHands-on leadership of CRM platformsProcess standardizationWorkflow and automation designExperience with APIs and webhooksData-driven decision makingStrong communication skills

Nice-to-Have Skills

Experience in healthcare or regulated environmentsAI-enabled service exposureCertifications: Lean/Six SigmaAgile/ScrumPMPVendor/outsourcing management

Tools & Platforms

ServiceNowSalesforce Service CloudZendeskFreshserviceCRMTelephonyWFO/COEWFM

Required Skills

Product ManagementBusiness Process OwnershipContact Center OperationsEnterprise Support SystemsCRM PlatformsServiceNowSalesforce Service CloudZendeskFreshserviceProcess StandardizationWorkflow DesignAutomationAPIsWebhooksData-Driven Decision MakingKPI AnalysisChange ManagementStakeholder InfluenceAI Capabilities

Hard Skills

Product ManagementBusiness Process OwnershipContact Center OperationsEnterprise Support SystemsCRM PlatformsServiceNowSalesforce Service CloudZendeskFreshserviceProcess StandardizationWorkflow DesignAutomationAPIsWebhooksData-Driven Decision MakingKPI AnalysisChange ManagementStakeholder InfluenceAI CapabilitiesAutomation Technologies

Soft Skills

CommunicationStakeholder InfluenceLeadershipCross-functional CollaborationChange ManagementProblem-solvingAdaptability

Certifications

Required

Lean/Six SigmaAgile/ScrumPMP

Preferred

Lean/Six SigmaAgile/ScrumPMP

Industry & Role

Industry Healthcare IT
Job Function Product ownership and process optimization for contact center support systems

Keywords for Your Resume

Product OwnerProduct ManagerCRM platformsServiceNowSalesforce Service CloudZendeskFreshserviceProcess standardizationWorkflow designAutomationAPIsWebhooksData-drivenKPIsChange managementAIAutomation technologiesHealthcareContact centerEnterprise support systemsStakeholder influenceCross-functionalWorkflow automationData-driven decision makingAI capabilities

Deal Breakers

Less than 7 years of relevant experience, No experience with CRM platforms like ServiceNow or Salesforce, Lack of process standardization experience, No experience in healthcare or regulated environments, Inability to work in a hybrid schedule at specified locations

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