LanguageLine Solutions

Lead product vision, strategy, and roadmap while managing a team to drive product innovation and growth. | 10+ years leading product teams in software-driven industry with strong analytical and leadership skills and relevant degrees. | Job Description Position Title: Director, Product Development Reports To: LLS Chief Technology Officer Department: Technology Primary Location: US CA Monterey Headquarters Additional Location: US (Remote) Classification: Salary Position Summary The Director, Product Development is a senior leadership position that defines and delivers the product vision, strategy, and roadmap, leading a team that is responsible for the launch of new, and enhancement of existing products and services. This position leads the Product Development team which is responsible for preparing product strategy recommendations, providing expert consultation, and performing assessments and analyses supporting corporate priorities, market strategies, product strategies and product launches. This is a multi-faceted position that requires strong interpersonal communication skills and the ability to work across teams delivering results in a fast-paced environment. The successful individual will possess the ability to solve business challenges with technology while establishing long-term solutions to improve the quality and delivery of LanguageLine’s products and services. Essential Functions The ideal candidate will help define and execute the product vision for LanguageLine Solutions. This is a high visibility role, meaning that the optimal candidate will be comfortable driving critical business decisions in a fast paced, high pressure, and often ambiguous environment. The successful candidate will be customer focused, highly analytical, resourceful, a big thinker, a strong writer, and an effective influencer able to operate at all levels of the organization. The candidate will serve as an evangelist for LanguageLine products and services and represent these products/services internally and with key vendors and clients. This candidate will also possess both a strong technical background that enables him/her to easily interact with Product Engineering team members as well as a strong business background that enables him/her to collaborate effectively with other teams within the business including Product Management, Sales, Operations, Marketing, Quality Assurance and Finance. Key Essential Functions Vision, Strategy, Prioritization, Product Evangelization, and Product Development. This role requires high drive for customer satisfaction and delivering on results Lead and inspire the Product Development team in envisioning and building world-class products that will benefit and delight customers and contribute to LanguageLine’s top and bottom-line growth. Be an advocate for customers and drive innovation on their behalf. Understand and translate market requirements with substantiated customer/market feedback to support the product definition. Anticipate the impact of the changing language access industry and regulatory environment on existing market segments and products and propose strategies, tactics, and new or modified products accordingly. Lead cross functional teams in the research and analysis of new product concepts and product modification requests ultimately building a business case including product specifications. Understand the thorough business case for proposed products and initiatives, including cost/benefit estimates, market trends, competitive analysis, risk analysis, industry best practices and product development timelines. Collaborate with leadership and cross-functional product teams to form roadmaps in support of the strategic plans and customer needs and identify new opportunities for existing and new products. Break down the strategic roadmap into a focused series of activities and deliverables that the team can rally around. Plan and prioritize product features and requirements from conceptual stages through product life cycles to optimize revenue and meet operational, financial, and corporate objectives. Collaborate on key design considerations and key architectural decisions. Remove organizational and operational bottlenecks that impede product innovation, time to market, and execution. As a key product stakeholder, be willing to do what is required to help the team, and to deliver to plan. Facilitate internal communication and decision making for product-related issues. Lead, coach, and mentor team members, upcoming leaders, and employees. Model effective leadership, mentorship, and coaching for all employees. Lead and directly manage a team of Product Analysts to successfully define and deliver LanguageLine’s product vision, strategy, and roadmap. Supporting LLS’ Quality Management System (QMS) to continually improve the Division’s processes, procedures, and services; and thereby increase efficiency, productivity, effectiveness, and customer satisfaction. Additional Functions Provide product expertise on company initiatives and other projects/tasks. Develop in-depth knowledge of competitive products and contribute to analysis of competitive strengths and weaknesses. Research and understand changing business environments, both external and internal, including but not limited to market factors, customer needs, trends, legal regulations, audit and compliance policies, information security, strategy adjustments, organization strategies, etc. Perform such duties and assume such other responsibilities as may be required. The minimum and maximum full-time annual salary for this role is listed below, by location. Please note that this salary information is solely for candidates hired to perform work within this location. Experience and education refers to LanguageLine Solutions’ current salary range for this position. US CA Monterey Headquarters and US (Remote) pay range is $165,000.00 - $180,000.00 USD Annually. This role is also eligible for bonus potential. In addition, we offer a comprehensive benefits package including medical, dental, vision, and a 401(k) plan. Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter. We expect to accept applications for 60 days from posting date. Interested candidates are encouraged to apply by visiting our careers site, where you can review the full job description and submit your application online. Qualifications Required Qualifications Minimum 10 years’ experience leading Product Management, Product Development, or Product Engineering teams in a software-driven industry. Proven track record defining product vision and transforming that vision into market reality. Excellent critical thinking, analytical problem-solving and negotiating skills. Demonstrated strategic orientation pertaining to Product Placement, Marketing, R&D, and Vendor collaboration. Superior analytical and quantitative skills; experience using data and metrics to test theories, confirm assumptions, and measure success. Skillful at building consensus and making thoughtful, data-driven recommendations for key decisions including prioritization, scope, solution design, issue management, risk identification and mitigation. Excellent written and verbal communication skills. Comfortable speaking in front of a room full of industry or company executives, actively engaging with existing and prospective clients in discussions about product features and capabilities and diving deep into the details of a product requirement with a software or quality assurance engineer. Masterful at cross-functional communication to ensure all stakeholders have everything needed to collaborate effectively. Proven “radar” for recognizing when a given problem or solution needs additional guidance or knowledge and ability to seek out required information from experts throughout the organization. Strong experience delivering solutions that delight customers and stakeholders and deliver on the intended value proposition; similarly, experience with helping stakeholders understand when / why a given solution will not deliver the value / results envisioned. Excellent team building, mentoring, and leadership abilities. Proven ability to manage multiple activities in parallel and to deliver product features on time. Ability to see multiple solutions to problems and identify the optimal one for the situation. Must possess excellent business judgment and a practical, common-sense approach to getting things done. Bachelor’s degree in business, Computer Science, or a related field from an accredited college/university or equivalent business experience. Preferred Qualifications Master’s Degree from an accredited college/university. Experience using rapid prototyping and other creative mechanisms to gather direct customer feedback early in the product development process. Experience in working across multiple cultures, countries, and working with complex geographically diverse teams. Technical aptitude and an interest in new and upcoming technologies to ensure the best possible solutions for clients. Experience with Pragmatic Product Development Methodology and Jobs to be Done (JTBD) Framework. Travel Requirements Up to 25% travel requirement for this position. Disclaimer Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the Corporate Recruiting Team at CorporateRecruiting@languageline.com. For U.S. Positions: Candidates must be authorized to work in the US without the need for visa sponsorship. At this time, Teleperformance Specialized Services Companies does not offer visa sponsorship for this position. Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract. Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c) Important Notice to Candidates: There may be LanguageLine imposters on some recruiting platforms, so be aware of the following: LanguageLine does not use Telegram or any other instant messaging platforms to conduct correspondence or interviews with candidates during our recruitment process. LanguageLine never requests applicants or new hires to provide any payment to establish an applicant portal or for any other purpose as part of our onboarding/hiring process for the purchase of equipment or otherwise. Online applications posted through our Careers portal at http://www.languageline.com and http://www.languageline.com/uk are the only way for job applicants to apply with us. Once an online application has been received a unique applicant ID will be assigned which can be verified by all authorized company representatives. If anyone ever asks you for personal information or documents without your first having received an ID which has been authorized, please do not provide them with anything. We are fanatical about people understanding people. We strive to improve the world and empower relationships one word at a time. Our clients, colleagues, and the communities we serve together are our inspiration and the key to success. Excellence is our non-compromising obligation. We learn from each other and are enriched by the diversity of people, thought, and culture. We are united in our differences. We are passionate about seeing people smile when they are understood and are committed to innovation to create more smiles. We make a difference in people’s lives every day. We help to ensure justice, save lives, welcome newborns, and build futures. This is the experience we live for.

The Research Associate is responsible for researching healthcare systems and providing information to nurses and members. This includes tracking cases, responding to requests, and ensuring compliance with policies and regulations. | Candidates must have a high school diploma or GED, with an associate degree preferred. A minimum of one year of healthcare experience is preferred, along with basic knowledge of MS Office and web navigation. | Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) BASIC FUNCTION Responsible for researching and understand websites and reference materials regarding the healthcare system; provide information to nurses regarding providers, eldercare, nursing homes and other requested information; respond to member requests by providing specific resources and options; track cases and follow-up with members and providers in a timely manner. *PLEASE NOTE THIS ROLE PAYS $16.00 PER HOUR** MAJOR JOB ACCOUNTABILITIES Research Functions – Research and understand websites and reference materials regarding the healthcare system ensuring adherence to department and corporate policies and procedures Research and document request information (e.g., primary care physicians, dentists, etc.) Identify appropriate benefit plans for benefit offerings Provide information to advocates regarding providers, eldercare, nursing homes and other requested information Respond to member requests by providing specific resources and options Enter all required documentation into the system and ensure its accuracy Ensure research results are compiled in a user friendly format for members to review and respond Track cases and follow-up with members and providers in a timely manner Exercise exceptional customer service skills in an effort to optimize each contact with the member Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations Know and support approved departmental and corporate policies and procedures relating to benefit issues Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA) Healthcare System Research Assistance - Assist in resolving routine research issues by identifying issue(s) and researching in a timely manner *Follow research through until resolution *Document all issues thoroughly maintaining department files or appropriate system *Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services *Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts * Cooperate with team members to meet goals or to complete tasks * Provide quality customer service that exceeds customer expectations and improves level of service being provided * Treat all internal/external customers, team members and department contacts with dignity/respect * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided Mental and Physical Requirements *This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. *Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day *Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day Related Duties as Assigned - - * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above * Please contact your local Employee Relations representative to request a review of any such accommodations MINIMUM QUALIFICATIONS Applicant for this job will be expected to meet the following minimum qualifications. Education * High School Diploma or G.E.D. * Associates degree from an accredited college or university with major course work in business administration, liberal arts, healthcare management, or a related field preferred. Experience * Minimum of one year healthcare experience preferred Other * Basic knowledge of MS Word, Excel, and Web Navigation required * Must score acceptably on job related testing * Ability to pass standardized interview * Based on assignment may need to be bilingual in English, Spanish, etc. A successful incumbent in the job will be able to demonstrate the following skills and abilities: Strong communication (verbal and written) skills and phone etiquette Ability to provide requested research or information to physicians’ offices, hospitals, insurance companies and nurses Highly effective listening skills Strong problems solving/issue resolution skills Excellent customer service and customer resolution skills Organizational and administrative skills including follow-up on issues and the ability to multitask. Ability to work in a team environment Company Overview Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more Health Advocate https://www.healthadvocate.com/site/ Facebook https://www.facebook.com/healthadvocateinc/ Video https://vimeo.com/386733264/eb447da080 Awards: 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2023: National Customer Service Association All-Stars Award: Service Organization of the Year. Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Excellence in Customer Service Awards: Organization of the Year (Small) Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) 2020: National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up Communicator Award of Distinction: October 2019 Broker News MarCom Awards: Gold, COVID Staycation Ideas brochure MarCom Awards: Platinum, 2021 Well-being Calendar Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver) Physical Requirements: This position is primarily on-site and requires the ability to move throughout the workplace to provide in-person counseling and wellness support. The role involves periods of sitting for one-on-one or group sessions, as well as standing or light movement during group activities, workshops, and team-building events. Essential physical functions include speaking, hearing, and manual dexterity for documenting case notes, navigating computer systems, and facilitating wellness interventions. Occasional lifting of light materials (up to 15 pounds) may be needed for wellness activities or event setup. Frequent use of a computer is required, including typing, mouse navigation, and viewing digital content. Visual acuity is necessary for reading client records, electronic documentation, and conducting virtual sessions when needed. Mental and Cognitive Requirements: The role requires strong emotional resilience, active listening, and the ability to assess and respond to sensitive mental health concerns. Counselors must exercise sound clinical judgment in crisis situations, maintain professional boundaries, and uphold confidentiality. The ability to develop therapeutic rapport, apply evidence-based interventions, and manage documentation with accuracy is essential. The role also requires facilitation skills for group sessions and the ability to consult with leadership. Work Environment: This position is fully on-site and embedded within the Trust and Safety operational environment. The counselor must be comfortable working in a dynamic and fast-paced setting that may include exposure to discussions of distressing content. The workspace includes a private, designated office for confidential counseling and group programming, with access to standard office equipment and secure data systems. VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c) The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it. Join our team! Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life-changing—for you and for the people that you help—apply today!