Providence Health & Services Senior 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 3-5 customers and/or vendor relationships to support operational product implementation and scaling. Identifies/Manages projects independently. Works across multiple teams in organization and external teams (e.g.: SDEs, Ops, Finance, etc.)
KEY WORKING RELATIONSHIPS
This position reports to Principle Product Operations Manager or Director of Product Operations or Senior Director of Product Operations
KEY POSITION ACCOUNTABILITIES
CUSTOMER IMPLEMENTATION OPERATIONAL EXCELLENCE AND CONTINUOUS PRODUCT IMPROVEMENT
Develop and facilitate creative problem solving processes and environments, resulting in product-line and group-level impact to support implementation.
Demonstrate an understanding of how business decisions impact implementation, scale and support and adjusts accordingly.
Effectively manage pipeline of implementations.
Able to forecast implementation and scale timelines as well as resources based on complexity of product configuration and integration.
Apply a deep knowledge of product performance quality across products and businesses.
Enable customer self-sufficiency.
CUSTOMER FOCUS & RELATIONSHIP MANAGEMENT
Ability to influence customer and/or vendor regarding the product roadmap.
Work to anticipate and prevent customer escalations.
Identify process improvements to increase customer satisfaction and reduce manual and/or fragile processes.
Successfully negotiate with customers and clients to achieve goals.
Create partnerships with vendors and customers to innovate on new opportunities to differentiate the product line in the market.
INFLUENCE PRODUCT ROADMAP BASED ON OPERATIONS, SCALING or CUSTOMER LEARNINGS
Ability to influence product management and product engineering regarding the product roadmap.
Able to work with product management to document requirements via Agile processes and tools: i.e. 1 pagers, user stories, etc.
Participate in scrum ceremonies as appropriate.
Provide value to the product development process.
Basic understanding of technology implications for product operations area – ex. Epic integration, APIs, etc.
Track requirements and each vendor’s performance against requirements.
Prepare a recommendation ensuring alignment between functional areas as well as external business stakeholders.
Participate in contract negotiation strategy.
Recommend legal language, pricing concepts and is able to develop counter offers as part of a contract negotiation.
Translate legal implications to stakeholders.
Consistently collaborate across disciplines and ensures that the right people with the right knowledge and expertise are involved.
Proactively resolve upstream dependencies and demonstrates an ability to resolve conflict.
Proactively share information across the team, to the right audience with the appropriate level of detail and timeliness.
Scopes problems by identifying key issues, key stakeholders and outcomes.
Identify, recruit, allocate and manage cross functional resources to optimize customer experience.
Communicate regularly with project stakeholders to gain alignment and present business value.
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.
At least 7 years of relevant industry experience shipping consumer-facing and/or enterprise software and have delivered solutions end-to-end.
7 years experience Software Product Management or Product Operations (strongly preferred).
5 years experience in Healthcare Industry (preferred).
7 years experience in 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: Non-Clinical Lead/Supervisor/Manager
Req ID: 243103