Senior Digital Product Manager

Role is often working in the agile dev process and maintaining backlog of user stories.

Prepares product documents and supports sales and marketing with the necessary product knowledge and technical expertise. Uses market feedback to evaluate product functionality and drives present/future product direction. Accountable to and/or own the P&L including delivering product performance against expectations and updates changes to a product portfolio to improve competitive position, and optimal product performance to meet customer and market needs.

If the role is not responsible for a digital/mobile product, use the Product Management job function. If role requires computer science and software engineering skills/ability to code or build digital solutions, use Technical Product Management job function. Generally work is self-directed and not prescribed.

Primary Responsibilities:

• 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
• Works with less structured, more complex issues
• Serves as a resource to others
• 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

Required Qualifications:

• 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 simplifying user experiences
• Proven analytical and quantitative skills that align with an OKR-based approach
• Proven track record of connecting digital experiences with key results
• Proven comfortable being available for releases 1-2 times a month in the evening/overnights
• Presently employed within UHC Operations & Experience. Those currently employed outside that unit will not be considered. (To verify, review your Sparq profile and the organization chart. Sparq Homepage, click "My Profile", click "Organization Chart". Look upward on the org chart to confirm that you report through Ops & Experience, and Mike Baker)

Preferred Qualifications:

• Healthcare industry experience
• Contact center experience
• Experience with scrum or agile methodologies
• Experience delivering SaaS products
• Familiarity with Maestro, Pega, Salesforce, ACET or similar tools
• Familiarity with using Aha, Rally, or similar development planning tools use to track and monitor capabilities
• A proven track record of delivering high-impact technical solutions with an experience forward mindset for solving