Senior Manager, Digital Product Management - Omnichannel Comms

Job Description

Job Description

Directs, plans, organizes and evaluates enterprise consumer digital solutions with a focus on patient experience features/capabilities, and associated business processes, from strategy and design through execution for a specific product vertical. Product vertical may consist of one or more product teams aligned around fulfilling the needs of consumers at a specific step in the patient journey. Actively monitors performance and makes adjustments to drive KPI's and desired outcomes within product vertical. Participates in the ongoing process to identify and prioritize business processes and functions that can be converted to digital to enhance experience, outcomes, efficiency, and to ultimately empower the patient to become a trusted partner in the management and delivery of their care.

Job Responsibility

1.Set annual and quarterly product prioritization and a rolling 6-month roadmap, for their product vertical, that make our releases successful and move the needle on product KPIs.

2.Articulate roadmap strategy for their product vertical, prioritization tradeoffs (supported by data), and value to patients, to leadership, and to the business.

3.Partner with Design and Engineering to design and develop solutions for their product vertical.

4.Define and track key business and usage success metrics for their product vertical and help their team to translate them into their every day work.

5.Develop, communicate, and builds consensus for goals in alignment with system priorities.

6.Identify, gather, and drive consensus among all required stakeholders and areas across the company when trying to accomplish larger goals - resolve blockers for the team and others to move forward.

7.Provide leadership to team members and supervisors by communicating and guiding toward achieving department objectives.

8.Mentor and coach team members, direct reports, and peers, as well as review their work and provide constructive feedback on it.

9.Identifies and leads opportunities to make changes to improve operations across team(s)

10.Manage 1+ Digital Product Manager(s) and/or Digital Product Analyst(s); including performance reviews.

11.Serve as leader to one or more Agile scrum teams including scrum master, architect(s), and engineer(s).

12.Embody a service-focused and performance-driven culture; participate in the recruitment and talent retention for their team.

13.Coach Digital Product Manager(s) and/or Digital Product Analyst(s) on their team on key principles and skills. Examples include: data-driven prioritization, simplifying complex problems, defining meaningful product KPIs.

14.Participate in the refinement of product practices and improvement of consistency in quality deliverables (e.g. research summaries, roadmap documentation, PRDs).

15.Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

1.Bachelor's Degree required or combination of education and experience.

2.6-10 years of relevant experience, required, and 5-7 years of leadership/management experience, preferred.

Preferred Skills:

Preferred skills

• Led strategic direction for IVA (Intelligent Virtual Agent) and IVR (Interactive Voice Response) implementation
• Experience with telephony systems like Genesys, Nuance, C1 and Televox
• Experience with Salesforce Voice Omni Supervisor, CRM and Chat
• Experience with telephony concepts (SIP, VOIP, PSTN, PBX, IVR)
• Understanding of cloud technology and services (Google Cloud, Azure)

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).