Digital Product Analyst - Call Center Agentic AI

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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Position Summary:

This is an opportunity to join NYU Langone Health's MCIT Clinical Affairs team as a Product Analyst, supporting the implementation and operational support of agentic and AI technologies. While the initial emphasis is on clinical call center environments, the role is designed to expand across other operational and clinical domains. You will contribute to transforming workflows through intelligent automation and digital innovation, helping to shape a portfolio of solutions that enhance workforce efficiency, patient engagement, and overall healthcare delivery.

You will be a part of a large healthcare organization, but in a department whose culture is rooted in tech. This team is responsible for enhancing the overall experience of our patients and workforce by conceiving, developing, and launching products and features for our internal call center focused technology/products.

NYU Langone has heavily invested in digital capabilities and innovation across patients, workforce, research, and clinical experience areas. Product analysts at NYU Langone Health help to bridge the gap between healthcare stakeholders and product development by translating user needs into actionable product features and ensuring the successful implementation and ongoing optimization of healthcare technology and services. They analyze user data, gather requirements from clients and subject matter experts, and collaborate with cross-functional teams to guide the creation, enhancement, and adoption of products that meet specific healthcare needs, improve patient experiences, and align with business objectives

Responsibilities:

* Bridge the gap between healthcare stakeholders and product development by translating user needs into actionable product features

* Ensure successful product implementation and ongoing optimization of healthcare technology and services

* Conduct product analysis to inform strategy for AI and agentic technologies, starting with clinical call centers and expanding to other areas of the health system.

* Collaborate with Operational and MCIT stakeholders to define requirements and acceptance criteria for AI-enabled solutions across diverse applications.

* Recognize and capture roadblocks and timelines with leadership and technical teams.

* Apply engineering and computer science principles to the design, development, and implementation of intelligent solutions, starting with call center environments and expanding as needed.

* Review and analyze new requests to determine recommendations and next steps, considering both current and potential future applications.

* Support product planning and delivery activities, including agile ceremonies, with a focus on scalable and adaptable technology enhancements.

* Utilize product management tools (e.g., JIRA, MS) to document requirements, acceptance criteria, and progress against implementation plans.

* Provide operational support and performance monitoring for deployed AI tools, with flexibility to support additional technologies and domains as they are added to the portfolio.

Minimum Qualifications:

* Bachelor's degree or equivalent practical experience.

* 1-2 years' experience working as part of a cross-functional team

* Excellent written and verbal communication skills to present complex data insights to both technical and non-technical stakeholders.

* Strong critical-thinking skills with application to interpreting data, identifying trends, and developing actionable recommendations.

* Strong collaboration skills to support work with cross-functional teams, including product managers, engineers, and clinical staff.

* Strong stakeholder engagement skills across clinical and technical teams.

* Ability to analyze data and user behavior to inform product development and prioritization

Preferred Qualifications:

* Experience with AI or agentic technologies in healthcare or call center environments.

* Understanding of clinical workflows and operational challenges in call centers.

* Passion for improving patient and workforce experience through digital innovation.

* Strong foundational understanding of healthcare industry and exposure to business workflows

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.

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NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $67,771.14 - $116,904.64 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

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