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Company

Original Job Post

Centene Corporation · 1 month ago

Senior Director, Product Management

Washington, DC

Full-time

Remote

Director

$178K/yr - $339K/yr

10+ years exp

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Responsibilities

Responsible for the definition, delivery, and value realization of all the experiences and journeys delivered via contact center technologies.

Develop and drive the omni-channel product vision, strategies, and roadmaps for customer experience through contact center technologies.

Deep comprehension of the product’s OKRs and identifying specific, transformative journeys that drive fulfillment of the OKRs.

Extensive awareness of each product’s and service’s strengths and limitations relative to market trends, competitive analysis, consumer expectations, and market/industry opportunities and evolution.

Accounting for both individual journeys within the Experience and cross-Experience journeys/interactions across all other Experiences and Customer Types.

Absorbing, understanding, and translating internal data metrics and analysis into respective deliverables.

Inspire and mentor product managers in defining and driving the delivery of innovative, compelling, omni-channel roadmaps and corresponding deliverables.

Responsible for guiding the strategic product direction for the department.

Responsible for the product roadmap, development and implementation, opportunity identification, business case development, industry research, and new product introduction across the product set.

Responsible for end-to-end product governance from concept to production of multiple products at a global level.

Align and engage stakeholders on complex business needs into a product strategy on a global level.

Lead the translation of business strategy into product strategy and roadmaps by facilitating the collaboration and alignment of business leaders and technology teams.

Responsible for the overall product lifecycle of multiple enterprise-wide products including design, development, implementation, and support.

Ensure the ongoing funding and investment of product development and ensure the measure efficiencies gained, value realized, and ROI.

Ensure the overall health of the agile development process providing coaching and monitoring of the process to ensure productivity and efficiency of the development process and team’s engagement.

Collaborate and influence senior leadership and technology teams to negotiate and agree on proposed new systems and changes to existing systems and practices.

Actively synthesize and integrate market changes and technology improvements into actionable improvements for products.

Act as a thought leader by partnering closely with internal and external stakeholders to provide a global viewpoint and extend applications across use cases.

Drive a sustainable cyclical process of business value, financial review, forecasting, idea generation, opportunity sizing, business case preparation, product development, and implementation.

Responsible for aligning and engaging stakeholders on complex business needs into a product strategy on a global level across the Centene organization.

Own the end-to-end product governance from concept to production of multiple products at a global Centene level.

Qualification

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Business-operationsSystems-integrationCall-centerEnrollmentBillingPayment-processingAgile-software-developmentProgram-managementProject-managementBudgetingBusiness-case-developmentCustomer-experience-designAnalyticsDesign-thinkingBehavioral-insightsUX-designResearchersSMEsCompany-leadershipHiringChange-managementProblem-solvingHard-workingRelationship-buildingMotivationCuriosityCreative-thinkingCollaborationAdaptabilityCommunication

Required

Bachelor’s degree in Business or related field.

10+ years of business operations and systems integration experience for call center, enrollment, billing, payment processing, or similar operations applications.

5+ years of experience in agile software development and large-scale program and project management.

Management experience with budgeting and business case development.

Ability to turn complex cross-channel interactions into intuitive, seamless customer experiences.

Exceptional skills in research, analytics, design thinking, and behavioral insights and translating that into differentiating customer experiences.

Extensive experience in relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning.

Extensive experience engaging with UX designers, engineers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.

Excellent written, verbal communication skills and presentation building/delivering skills, with the ability to agilely adapt to the respective audience (team member to senior leadership).

Previous management experience including responsibilities for hiring, training, assigning work, managing performance of staff and change management.