Apply on Employer Site

Blue Shield of California · 16 hours ago

Product Manager, Consultant - Digital Experience

Oakland, CA, United States

Full-time

Hybrid

Senior Level

$139K/yr - $208K/yr

6+ years exp

Blue Shield of California is a nonprofit organization focused on transforming health care to be more affordable and efficient. The Product Manager, Consultant – Digital Experience will drive improvements in digital satisfaction and user experience by leveraging advanced analytics and observability tools to identify and resolve issues, while managing product requirements and performance metrics.

Financial ServicesHealth InsuranceNon Profit

No H1B

Responsibilities

Lead product management activities: backlog prioritization, user story development, agile roadmap creation, and Kanban dashboards using Jira

Build and maintain dashboards and observability solutions with Dynatrace (Real User Monitoring, Session Replay, Davis AI) and Verint digital customer survey data

Analyze user behavior insights from digital feedback, site health KPIs, site activity data, and product metrics (e.g., drop-off rates, conversion funnels) to deliver actionable recommendations for product and IT teams, enabling rapid incident isolation and resolution and driving measurable reductions in MTTD and MTTR

Audit and optimize monitoring configurations, alerting rules, and incident response processes to reduce false positives, alert fatigue, and downtime

Own product requirements for migrating the Incident Management process from a legacy platform to a modern solution that supports warehousing of sensitive data (e.g., PHI, PII) and automation enablers, with the goal of reducing incident volume and duration, and ensuring robust management of privacy and sensitive information

Own the development of predictive models and intelligent algorithms (using agentic AI) to proactively assess and mitigate potential user experience concerns

Define, track, and report on key product performance indicators (KPIs) and success metrics

Communicate product and platform insights to senior leadership through compelling presentations

Manage cross-functional forums, including technical SMEs, business stakeholders, and third-party vendors

Demonstrate adaptability and problem-solving in fast-paced, ambiguous environments

Qualification

Digital product managementAdvanced analyticsJiraDynatraceVerintHealthcare experienceVoice-of-Customer programsAPI integrationsAgile certificationsAgentic AI familiarityNegotiation skillsConflict resolutionCommunication skillsProblem-solving skills

Required

Requires a bachelor's degree in Business, Finance, Economics, Public Health, Information Technology, or related field; master's degree preferred

Requires at least 6 years of experience in digital product management, analytics, or business-IT analysis

Requires experience developing and communicating a clear product vision and roadmap. Ability to balance short-term deliverables with long-term strategic goals

Requires experience working with digital platforms, mobile apps, and web technologies

Requires advanced proficiency with Jira, PowerPoint, and observability platforms such as Dynatrace, Verint, or similar

Requires experience working with sensitive data within healthcare, healthcare payer, or similar highly regulated industry

Must have strong negotiation and conflict resolution skills and experience to manage and align diverse stakeholder groups, including business, IT, and external partners

Understanding API integrations, software development lifecycles, and technical documentation

Strong analytical, problem-solving, and communication skills (written and verbal)