Providence Health & Services Product Operations Manager in Seattle, Washington
The Digital Innovation Group (DIG) at Providence Health & Services is a small but mighty product development and incubation team that is building next-gen tools that give patients convenient and easy access to healthcare virtually anywhere, anytime.
Product operations builds a foundation for excellence by reinforcing product strategy with metrics, infrastructure, business processes, best practices, budgeting, and reporting. The product operations team is responsible for managing internal and external customer implementations and ongoing support whether the technology is provided by external vendors or internal product development. They also work to establish best practices and optimize non-technical processes for the use of those tools within the product organization. Product operations plays an important role in looking holistically at the product experience and making sure that all of the product-level experimentation is tied to company goals. This team works directly with Product and Engineering to ensure the products we release to our community are high quality to use. The scope of the Product Operations team is to improve the user experience with our products. The product operations managers collaborate closely on newly released product and features to help project manage the key aspects of the launch (milestones, testing, dashboards). They are also responsible for understanding the quality and user experience for our products globally. In this capacity, the team will partner and integrate closely with Product Managers, Engineering, Design and Analytics to bring an operational mindset to product development.
Typically, responsible for ownership of 1-2 customers or vendor relationships to support operational product implementation and scaling with supervision and assistance.
KEY WORKING RELATIONSHIPS:
The position reports to Senior Product Operations Manager, Principle Product Operations Manager, Director of Product Operations or Senior Director of Product Operations.
KEY POSITION ACCOUNTABILITIES:
CUSTOMER IMPLEMENTATION OPERATIONAL EXCELLENCE AND CONTINUOUS PRODUCT IMPROVEMENT
Manages the customer implementation of digital products and/or product features.
Includes deep understanding of all tasks and dependencies needed to complete implementations.
Excellent project management skills to effectively plan, manage risk and deliver based on the customer requested timeline.
Able to prioritize customer needs and escalation of issues based on business acumen (i.e. status of customer relationship, product performance, etc.).
Finds creative solutions to customer issues that does not rely on product customizations.
CUSTOMER FOCUS & RELATIONSHIP MANAGEMENT
- Develops a rapport with internal and external customers.
a. High-touch customer contact and responsiveness.
b. Understand customers goals and future roadmap.
c. Develop trust with customers and awareness of customer needs.
Anticipates customer needs.
Navigates customer requests in a manner that helps control costs and build additional product values.
INFLUENCE PRODUCT ROADMAP BASED ON OPERATIONS, SCALING or CUSTOMER LEARNINGS
Product expert who has a deep understanding of product capabilities and limitations.
Understands of product capabilities and how to maximize product benefits for customers.
Addresses customer requests using available technology configurations and capabilities.
Reviews product release documentation to identify implementation implications and customer impact.
Effectively communicates customer needs and requirements to DIG product management & engineering and/or vendors.
Participates in vendor demos and asks relevant questions to enable technology evaluation as it relates to product operations.
Coordinates meetings with potential external partners and vendors including ensuring technology to support successful demos.
Accountable for contract management and renewals.
Understands legal documentation and can translate into deliverables.
Facilitates participation from legal team, product and engineering leadership as necessary in contracting process.
Supports contract execution process.
Contributes constructively in team meetings and cross-discipline collaborations, and ensures that the right people with the right knowledge and expertise are involved
Knows when he or she doesn’t have required information and seeks out assistance appropriately
Accepts and incorporates feedback on ways to work well within the team
Realizes that changes to their area impact the work of others, and proactively shares information that is relevant to enable an efficient workflow
Acts with the intention of promoting good team morale
Develops and communicates realistic goals and standards. Delivers quality work on time, to specification and within budget.
Scopes problems by identifying key issues, outcomes and impact
ESSENTIAL POSITION COMPETENCIES AND REQUIREMENTS
Bachelor's Degree in Computer Science, Software Engineering, Computer Engineering, Business or Public Administration, or other related business, scientific or engineering fields or equivalent educ/experience.
Master's Degree in Computer Science, Software Engineering, Computer Engineering, Business or Public Administration, or other related business, scientific or engineering fields or equivalent educ/experience.
3 years of relevant industry experience shipping consumer-facing and/or enterprise software and have delivered solutions end-to-end.
3 years Software Product Management or Product Operations experience (preferred).
2 years Healthcare Industry experience (preferred).
5 years Project Management (preferred).
Knowledge Skills and Abilities
Ability to analyze information, evaluate results to choose the best solution and solve problems.
Demonstrated ability to elicit. analyze and communicate business requirements from multiple customers across disparate functions.
Ability to represent the company with external customers/clients.
Ability to simultaneously handle multiple priorities.
Demonstrated skills in project plan design and implementation; directing projects, coordinating the work of operational teams, and managing project budgets.
We offer a full comprehensive range of benefits - see our website for details
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Information Technology
Req ID: 239984