Digital Product Manager

About the role

What you'll do

• Strategy: Establish long-term strategic direction for the Contact Center product across multiple consumer experiences or journeys. Consult on and influence priority-driven decisions based on consumer insights and business needs. Support intake and initial assessment of ideas from business partners using OKRs to drive prioritization
• Planning: Define the customer outcomes, business impacts, and roadmaps within an experience. Proactively identify new customer needs and define the features that will solve them. Build and manage the product backlog for optimal value, making trade-offs as needed based on product vision, team capacity, desired business outcomes, stakeholder needs and added information to develop sprint plans
• Use Data to Drive Outcomes: Deliver viable ideas or learn fast and pivot by understanding pain points and experience analytics. Leverages consumer, operations, and clinical data plus feedback/behavior to drive business outcomes. Use data to drive continual experiential improvement
• Delivery: Manage product, experience, lifecycle from conception to release. Work with agile teams to iterate and build; focusing on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company. Partners with implementation teams to roll out MLPs and drive release strategies
• Results & Metrics: Define, track and monitor Objectives and Key Results (OKRs). Ensure correct data and tools are employed to measure the experience at all levels. Use data to measure and ensure realization of benefits tied to capability enhancements
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
• Competencies
• Able to effectively manage complex problems, seeking understanding of root causes and exploring new ways to improve and simplify experience
• Relentless learner and student of the industry, technology, and consumer/provider insights
• Proven relationship builder both within the organization and with external partners
• Comfortable working with ambiguity and change
• Exceptional written and verbal communication skills with ability to communicate and inspire at all levels, including addressing opportunities, risks, and strategic positioning with business and technology leaders

What you'll bring

• Undergraduate degree or equivalent experience
• 4+ years of product management and technology platform product experience
• Experience with large matrixed organizations and how they operate
• Experience translating business strategy and analysis into consumer facing digital products
• Track record of connecting digital experiences with key results
• Track record of simplifying user experiences
• Proven analytical and quantitative skills that align with an OKR-based approach
• Contact center experience
• Healthcare industry experience
• Experience with scrum or agile methodologies
• Experience delivering SaaS products
• Familiarity with Maestro, Pega, Salesforce, ACET or similar tools