JOB SUMMARYThis role will lead the performance measurement and continuous improvement of our non-clinical product portfolio, including but not limited to provider experience, member onboarding, customer service and financial experience, and insurance product usability. This role is responsible for defining, tracking, analyzing, and optimizing KPIs that measure the impact and value of these product experiences across our commercial and government lines of business.
The ideal candidate will bring a mix of product thinking, business analysis, performance measurement, and stakeholder management to support end-to-end accountability for key product outcomes.
ESSENTIAL RESPONSIBILITIES- Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
- Define and maintain product performance metrics and KPIs (e.g., NPS, onboarding completion rates, claims experience friction, provider portal usability, etc.) and associated plans by translating business goals into measurable performance targets aligned with strategic priorities. This specifically includes tracking of product/capability performance and value, including development and maintenance of documentation of measurement plans, data sources, and analysis methodologies.
- Collaborate with product managers, owners, business stakeholders, and analytics teams to identify and build measurement plans and data requirements while ensure data availability, while also establishing data collection processes, dashboard/reporting transparency and quality control measures to non-clinical data accuracy and reliability.
- Work closely with product managers, experience design, operations, operational analytics and enterprise data teams to embed performance insights into roadmaps and product decisions, as well as analyzing customer journeys, operational data, and service experience outcomes to uncover trends and improvement opportunities.
- Serve as the voice of performance across all non-clinical product portfolios, ensuring measurement is considered in feature design and development, alongside supporting product portfolios via measurement tools and capabilities to improve performance outcomes in targeted areas (e.g., reducing call center volume by improving self-service tools)
- Partner with Operational Analytics and other critical partners (e.g., enGen, enterprise data office, etc.) to ensure appropriate data and information is available for new and complex requests
- Implement potential AI capabilities and tools for non-clinical product portfolios including, but not limited to: predictive impact techniques to guide product roadmaps, rapid root cause analysis for real-time troubleshooting, AI-powered BI tools for dynamic and intelligent dashboards, automated insight delivery to product managers via AI agents. The enablement of these and other related AI capabilities will empower the teams' analysts to focus on high-value capabilities like hypothesis generation and creation of actionable recommendations.
- Other duties as assigned or requested.
EXPERIENCERequired- 5 years of experience in Healthcare or equivalent product management/performance
- 3 years of experience in Management or leadership role
Preferred - 5 years of experience in Data analysis, data governance, reporting or operational or product measurement functions
SKILLS- Strategic Thinking
- Leadership
- Problem Solving & Decision Making
- Proven ability to translate complex data insights and analysis into actionable product and operational outcomes
- Relationship-builder with strong interpersonal skills
- Consulting
- Strong quantitative and analytical skills
- Demonstrated influencing, and teamwork skills
- Product performance mindset
- Commitment to self-development and the development of others
- Familiarity with Health Plan Operations, Clinical Solutions and Health Insurance Products
EDUCATIONRequired- Bachelor's degree in Business Administration/Management, Health Administration, public health, economics or other applicable discipline or relevant experience and/or education as determined by the company in lieu of bachelor's degree.
Preferred- Master's degree in Business Administration/Management, Health Administration, public health, economics or other applicable discipline
LICENSES or CERTIFICATIONSRequiredPreferredLanguage (Other than English):None
Travel Required:25% - 50%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONSPosition TypeOffice-Based or Remote Position
Physical work site requiredConstantly
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:$108,600.00
Pay Range Maximum:$180,600.00
Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.
