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Company

Sound Physicians · 1 day ago

IT Product Manager - Service Delivery

Full-time

Remote

Mid, Senior Level

$90K/yr - $105K/yr

5+ years exp

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Emergency MedicineHealth Care

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Responsibilities

Establish and maintain strong relationships with vendor partners.

Monitor vendor performance to ensure adherence to service level agreements (SLAs).

Manage the entire lifecycle of vendor products from inception to retirement.

Ensure products meet quality standards and regulatory requirements.

Collaborate with vendors on product enhancements and updates.

Ensure iterative releases of technology are supported by user acceptance testing / validation.

Work closely with development teams to support product roll-outs and new implementations for Sound Physicians’ systems (vendor or internally built).

Work closely with internal stakeholders (e.g., HR, regional/site operations, finance, accounting, marketing, sales) to understand business problems, business processes, requirements and feedback.

Communicate product plans, progress, and results to internal stakeholders, including executives and team members.

Accountable for the development of communication and education materials for new technology functionality within the development cycle as well as incorporating user feedback into the product roadmap.

Ensure iterative releases of technology are supported by user acceptance testing / validation.

Promote standardization and best practices across regions and service lines where appropriate; this includes leading user groups within Sound Physicians to facilitate best practices and share knowledge.

Have a thorough understanding of the business processes that the product(s) support.

Communicate product plans, progress, and results to internal stakeholders, including executives and team members.

Develop and maintain a product roadmap that aligns with company strategy and customer needs.

Prioritize product features and improvements based on business value and customer impact.

Write clear requirements/detailed user stories with acceptance criteria, ensuring they are actionable and can be estimated by the vendor and/or internal Sound Physicians development teams.

Accountable for the development of communication and education materials for new technology functionality within the development cycle as well as incorporating user feedback into the product roadmap.

Conduct market research and competitive analysis to identify trends and opportunities.

Use data-driven insights to inform product decisions.

Use Agile methodologies to manage product development cycles.

Provide cost and timeline estimates to project managers in support of projects.

Identify and mitigate risks associated with vendor products.

Develop contingency plans to address potential issues.

Act as the voice of the customer in product development.

Ensure vendor products deliver exceptional user experiences.

Conduct analysis to determine root cause of reported issues

May provide Tier II Application Support to users

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Vendor ManagementProduct Lifecycle ManagementAgile MethodologiesService Delivery ProductsBusiness Process EngineeringMarket AnalysisHospital Medicine KnowledgeUser Adoption StrategiesBusiness Requirements DocumentationProject Management

Required

Bachelor’s Degree in a relevant field is required.

A process and data-driven mindset; proven ability to coordinate with multiple departments on solutions.

Experience with service delivery/customer service products (e.g. Salesforce, Freshdesk, ServiceNow)

Business process engineering/improvement

Demonstrated ability to think strategically and develop creative and efficient solutions to problems.

Strong communication and leadership skills; Proven ability to work across an organization to achieve a common goal (drive change, improve processes and improve data).

Knowledge of hospital medicine industry, and Sound Physicians’ value proposition

Alignment with Sound’s mission, vision and core values