Product Manager - Health Plan Capabilities

Description

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Job Summary

This job supports the product's fundamental value proposition, outlines vision and execution plan, gains alignment and support from key strategic partners and stakeholders, and oversees execution of that vision, including the overall financial viability of product offering.As a lead for our contact center ecosystem, you will be responsible for the end-to-end product management lifecycle, including the development of multi-year roadmaps and robust business cases. You will focus on proactively identifying and addressing customer friction points, ensuring that our capabilities —spanning across omnichannel contact center as a service (CCaaS), agent tools, and knowledge management—is optimized for both self-service and assisted-service excellence. You will act as the bridge between business strategy and technical execution, ensuring all product features deliver measurable value to our operations and our customers.

ESSENTIAL RESPONSIBILITIES

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value- clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities.
• Represent the product through the creation of product guardrails and governance.
• Clearly sets and communicates roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Serve as accountable owner for the sets of products/tools within the designated portfolio.
• Identify and drives both cross-product and cross-customer value and shared learnings.
• Guides Agile developments in the role; own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog; other duties as assigned.
• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree in Business Administration or related field

Substitutions

• 6 years of related and progressive experience in lieu of Bachelor's degree

Preferred

• None

EXPERIENCE

Required

• 5 years product experienceTo Include:3 years with the Agile process1 year working with design thinking

Preferred Experience

• Contact Center Expertise: Familiarity with modern Contact Center as a Service (CCaaS) platforms, specifically Genesys.
• Operational Background: Prior experience or exposure to contact center operations and Workforce Management (WFM).
• AI & Innovation: Understanding of customer service AI capabilities and platforms, with an interest in how AI can be applied to solve real-world service challenges.
• Customer Insight: Exposure to customer journey mapping to help identify and prioritize product improvements.
• Technical Lifecycle: Knowledge of the Software Lifecycle (SDLC) and managing product evolution over time.
• Advanced Domain: General knowledge of the customer service industry, including current trends in automated and assisted service.

LICENSES or CERTIFICATIONS

Preferred

• Black Belt Six Sigma
• SafeAgile Certification
• Design Thinking Certification

Key Competencies

• Strategic Influence: Ability to gain alignment from senior stakeholders and drive a unified product vision.
• Financial Oversight: Capability to manage the financial viability of a product through data-driven business cases.
• Problem Solving: A focus on "friction-hunting"—using technology to simplify complex customer and agent interactions.
• Roadmap Accountability: Comfort taking ownership of long-term planning and the successful delivery of product milestones.

SKILLS

• Strong communication skills
• Adaptability
• Analytical and logical reasoning/thinking
• Strong analytical skills
• Adaptability
• Analytical and logical reasoning/thinking
• Strong time management skills
• Technical expertise
• Knowledge of relevant healthcare products
• Eye for visual design

Language (Other than English):

None

Travel Requirement:

25% - 50%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Physical work site requiredYes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Pay Range Minimum:

$102,700.00

Pay Range Maximum:

$164,600.00

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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