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 experience
  • To Include:
    • 3 years with the Agile process
    • 1 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 required Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

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:
$102,700.00

Pay Range Maximum:
$164,600.00

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.