Business Manager, Self Managed Mobility

POSITION SUMMARY

The Self-Managed Mobility Product Manager is a member of Modivcare's multi-modal transportation leadership team and is responsible for creating high quality products that enable members to manage their own mobility. The Self-Managed Mobility Product Manager is a member of Modivcare's team of modal product managers who are collectively responsible for enabling a multi-modal product offering. This role works cross functionally with Modivcare's agile software development teams, our member care centers (i.e. contact centers), and transportation business units (i.e. local markets) to deliver simple, thoughtful tools that make it easy for members to drive themselves, find a friend or family member to provide a ride or pay for other travel options directly. The Self-Managed Mobility Product manager reports to the Vice President of Transportation Insights & Strategy.

ESSENTIAL FUNCTIONS

• Monitor nationwide utilization of self-managed mobility products including mileage reimbursement, debit cards and other offerings.
• Monitor self-managed mobility product performance and customer satisfaction levels on a daily basis using KPIs set in collaboration with Modivcare leaders.
• Serve as an internal thought leader and subject matter expert in direct payment and self-managed mobility at Modivcare in support of product and business development initiatives including sales, marketing and software development, as needed.
• Implement continual process improvements that improve the speed, efficiency and effectiveness of mileage reimbursement claims processing, order fulfillment, and digitization efforts.
• With input and feedback from Modivcare's local operating units, implement and continuously update Modivcare's standard operating procedures for identifying when self-managed mobility is appropriate for the members we serve.
• Proactively learn and understand end-user needs relating to self-managed mobility products through primary research, focus groups, direct outreach, surveys and other methods.
• Collaborate with Modivcare's Business Process Improvement and Project Management Office on special projects as needed to improve the quality, efficiency or effectiveness of self-managed mobility services.
• Create and supply job-aids and tools to support standard work among Modivcare personnel who assign member rides to self-managed mobility in all of Modivcare's local operating units.
• Collaborate with other Modivcare teams including the Member Experience, Special Investigations Unit, the Call Center Center of Excellence, and local transportation teams to maintain a two-way dialogue about the effectiveness of Modivcare's standards for self-managed mobility, identify best practices, and continually improve our process for using mass transit services pursuant to goals and objectives defined by the Vice President of Transportation Insights & Strategy.
• Other duties as assigned

POSITION QUALIFICATIONS

Competency Statement(s)

• Analytical Skills - Strong ability to use thinking and reasoning to solve a problem.
• Communication, Oral - Excellent ability to communicate effectively with others using the spoken word.
• Communication, Written - Excellent ability to communicate in writing, clearly and concisely.
• Customer Oriented - Excellent ability to take care of the customers' needs while following company procedures.
• Decision Making - Ability to make critical decisions while following company procedures.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Management Skills - Excellent ability to organize and direct oneself and effectively supervise others.
• Problem Solving - Excellent ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Working Under Pressure - Driven ability to complete assigned tasks under stressful situations.

EDUCATION & EXPERIENCE

Education

• Bachelor's degree
• 3+ years' experience as in consumer-facing product development

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Entire work time is conducted in an office environment in a controlled atmosphere building.
• The noise level in the work environment is usually moderate.