Job description
Job Summary:
The Associate Product Manager will work closely with Lead Product Managers, segment, functional leadership and execution teams to drive results for small to medium sized customer experience initiatives from initial problem definition through go-to-market. The Associate Product Manager applies knowledge of product management and/or development and general knowledge of customer experience disciplines, the health insurance industry, and lean process thinking to lead large customer initiatives that span multiple functional areas. The Associate Product Manager brings fresh thinking to the experience team and is willing to challenge the status quo and create a best in class experience for customers. The Associate Product Manager leads work to assess and benchmark the current experience vs best-practices within and outside the health insurance industry. In addition, this role demonstrates, in a compelling fashion, ROI/cost-benefit rationale for the experience roadmap.
The Associate Product Manager will work closely with Lead Product Managers, segment, functional leadership and execution teams to drive results for small to medium sized customer experience initiatives from initial problem definition through go-to-market. The Associate Product Manager applies knowledge of product management and/or development and general knowledge of customer experience disciplines, the health insurance industry, and lean process thinking to lead large customer initiatives that span multiple functional areas. The Associate Product Manager brings fresh thinking to the experience team and is willing to challenge the status quo and create a best in class experience for customers. The Associate Product Manager leads work to assess and benchmark the current experience vs best-practices within and outside the health insurance industry. In addition, this role demonstrates, in a compelling fashion, ROI/cost-benefit rationale for the experience roadmap.
Essential Functions:
- The essential functions listed represent the major duties of this role, additional duties may be assigned.
- Plan and oversee small to medium scale customer experience transformation initiatives under the guidance of a Lead Product Manager; including the definition, design, development, implementation, and integration of people, processes, and technology that lead to measurable experience and administrative cost outcomes. (60%)
- Serve as the lead, partnering closely with Executive Sponsor(s), Business Lead, segment leadership, and IT partners through key initiative(s); serve as thought leader on applying customer experience methodology to business problems (10%)
- Lead experience metric definition to translate customer expectations into KPIs and operational metrics. (5%)
- Lead cost/benefit assessment to define potential financial, business, and industry impacts of initiatives. (5%)
- Manage risk by establishing project management processes (regular status reports, etc.) to address execution challenges. (5%)
- Guide the initiative through CX Steering and formal gate request process. (5%)
- Provide regular updates to leadership on accomplishments of key milestones, as well as any risks or concerns. (5%)
- Mentor junior team members (5%)
Required Work Experience:
4+ years related work experience. Experience Details: Product management or product owner experience with previous agile working background.
Required Education:
Related Bachelor’s degree or additional related equivalent work experience
Additional Required Qualifications:
Strong understanding of customer experience design principles and priorities around the customer journey: capturing voice of customer, drawing out customer insights, analyzing customer data, designing solutions, etc.
Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas.
Strong leadership skills to bring stakeholders together; consensus builder and thought leader.
Must have strong business acumen, broad knowledge of health care and the ability to influence business decisions & directions for initiative.
Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.).
Strong understanding of customer experience design principles and priorities around the customer journey: capturing voice of customer, drawing out customer insights, analyzing customer data, designing solutions, etc.
Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas.
Strong leadership skills to bring stakeholders together; consensus builder and thought leader.
Must have strong business acumen, broad knowledge of health care and the ability to influence business decisions & directions for initiative.
Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.).
Additional Preferred Qualifications:
• Business knowledge of Florida Blue specifically is preferred. • Lean/Six Sigma certification or Product Management certification. • Experience applying Customer Experience disciplines. • Demonstrated success leading a matrixed team. • Strong leadership and teamwork skills. • Hands-on experience with proven track record of delivering business projects with technology components. • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
• Business knowledge of Florida Blue specifically is preferred. • Lean/Six Sigma certification or Product Management certification. • Experience applying Customer Experience disciplines. • Demonstrated success leading a matrixed team. • Strong leadership and teamwork skills. • Hands-on experience with proven track record of delivering business projects with technology components. • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
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.
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
Physical/Environmental Activities:
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally
We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.
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