Digital Relationship Manager (REMOTE)

Are you a strong relationship focused account management professional with experience in digital? Would you enjoy working in a consultative role as the liaison between the commercial business and our Digital Transformation team? Are you comfortable working in a dynamic, matrixed work environment providing creative digital solutions? If so, read on, and get ready to apply!

Job Summary:

• Florida Blue (FB) is looking for a Commercial Product Digital Relationship Manager to work with Enterprise Digital Transformation (EDT) leadership to help shape and drive member journey digitization, redefining the healthcare experience of our customers specific to our Medicare members. We're looking for an inspirational, high-energy individual who will advocate and push our digital experience to the next level, unlocking breakthrough customer and business results.
• This is a uniquely exciting and pivotal moment to join FB. The is a critical role within the EDT organization and will act as a relationship owner, working closely with the Medicare business team, EDT, shared services, and IT leadership to manage the business impacts of our overall scope of and near-/ mid-term priorities for journey digitization. S/he will be expected to work closely with the digital execution teams to ensure requirements are being met, that KPIs are being developed and managed, and that business impacts are delivered per plan.
• S/he will also be responsible for being a champion of the Commercial Product team's needs, participating in appropriate strategic, capability and planning meetings with Product and bringing information back to the EDT team for inclusion where appropriate.
• Finally, s/he will be responsible for planning, motivating, and providing direction and leadership to matrixed and functional resources within and outside of her/his direct team. We are in a dynamic and fast-paced environment and are seeking an individual that can motivate and inspire teams, creating a can-do culture of innovation.

What You Will Be Doing:

• Relationship manager for Commercial Product, representing digital standards and opportunities within Product meetings and likewise, representing Product needs and business requirements in digital planning and work sessions
• Establish deep partnerships with key internal stakeholders across the business and create cross functional processes that enable a consistent and connected experience for customers
• Influence key decision makers to challenge conventional practices and instill customer insights into decision making processes
• Support and serve as digital team Product SME regarding issue management process, in partnership with both Customer Issue Management and Digital Issue Management
• Coordinate development of digital business cases in partnership with digital leadership and technology teams, complying with OPET requirements
• Manage and deliver digital sizings and assessments for prospective initiatives, partnering with digital leadership, IT teams and others as needed
• Accountable for communicating effectively, coordinating with others, and maintaining strong peer relationships to maximize enterprise change capability
• Assess implications of strategic options before they impact the business
• Ensure agreed-to levels of performance and assist with establishing feedback loops that help identify and prioritize improvements in customer experience by influencing operational and/or functional areas that impact the customer experience and loyalty
• Manage Initiative reporting and KPI tracking for OPET, digital updates to IT program management, Product business updates and others as needed
• Support ad hoc project/initiative work as a floating team member

Preferred Qualifications:

• Business knowledge of Florida Blue
• Lean/Six Sigma or Product Manager / Product Owner certification
• Hands-on experience and proven track record of delivering business projects with technology components

Required Education & Experience:

• Related Bachelor's degree or additional related equivalent work experience
• 6+ years related work experience to include strong relationship and stakeholder management

Additional Required Qualifications:

• Demonstrate a deep knowledge and passion for how customers work and think
• Deep experience using technology to achieve and drive improved business value and familiarity with emerging trends, technology, UX, and development tools and agile methodologies
• Experience as a Product Owner / Product Manager with digital and/or native products preferred
• Demonstrated ability to think both strategically and tactically
• Ability to assess and manage risk; demonstrated use of creativity and innovation to solve problems
• Solid communication and presentation skills, comfortable speaking with senior leaders
• Strong leader, collaborator, team player, and individual contributor
• Self-starter, demonstrated comfort operating with high levels of ambiguity and taking calculated risks
• Keen judgement, especially when it comes to stakeholder management
• Brings a high-energy and passionate outlook to the job and can influence those around them; Able to build a sense of trust and rapport that creates a comfortable & effective workplace
• A passion for innovation and "can do" attitude

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.