Humana · 5 hours ago
Lead Product Manager, Self-Service and Support
Remote Nationwide
Full-time
Remote
Senior Level, Lead/Staff
$126K/yr - $174K/yr
5+ years exp
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Responsibilities
Own and drive the self-service and support strategy/roadmap contributing to department objectives and key results.
Collaborate with cross-functional teams, including ITSM and ServiceNow product owners to define technical options, requirements, and timelines to deliver self-service and support solutions that optimize the users’ work experience.
Engage with end-user customers and internal customers to gather feedback and improve product offerings.
Manage multiple support channels, including in-person help, digital self-service, virtual agents, live chat, and voice support.
Interface with organizational stakeholders – engineering teams, technology architecture, suppliers, portfolio, UX, research, marketing, and communications.
Influence and align teams to orchestrate cohesive product development and delivery.
Utilize ServiceNow and SharePoint platforms to enhance digital product offerings.
Adopt and promote a product mindset, continuous discovery, and agile methods within the team.
Generate data-driven insights from different data points to validate opportunities and measure the success of solutions pursued.
Interact directly with senior management to advise on and obtain input for evolving product strategy and technical options to solve user problems.
Negotiate features and release timelines with multiple internal teams that contribute to creating a delightful self-service and support experience.
Exercise independent judgement and decision making on complex issues to determine the best course of action.
Qualification
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Required
Bachelor's degree and 8+ years of technical experience, or equivalent and 5+ years of product manager, lead product owner or equivalent role experience.
Proven experience as a Product Manager, preferably in a technology-focused role.
Strong understanding of IT Service Management (ITSM) practices and ServiceNow.
Experience with digital product management, including products developed on platforms like SharePoint and ServiceNow.
Excellent communication, collaboration, and interpersonal skills to influence and align internal and external stakeholders, including engineering, business teams, leaders, and partners.
Achieve favorable outcomes when there is conflict of interest, driving decisions using data, technology, and market knowledge.
Ability to gather and analyze user feedback to drive product improvements.
Experience with agile methodologies including Scrum and Kanban.
Ability to manage multiple support channels and enhance user experience, achieve business outcomes while mitigating technical debt.
Ability to effectively prioritize what matters and manage multiple streams of work at the same time.
Experience with analyzing industry activities vs. own products/solutions; develop awareness of directional industry behavior.
Knowledgeable about user needs and behavior patterns. Can map features to target personas/segments and value.
Expertise in using analytics, metrics, and key performance indicators to measure progress.
Ability to set and track product performance goals. Use and present usage and performance data that influence product direction and development.
Ability to identify and quantify opportunities for roadmap prioritization. Assess tech debt as part of the development backlog and manage accordingly.
Ability to recognize good and bad user experience and identify opportunities for improvement. 'Design for Delight' mindset.
Preferred
Bachelor's degree in Computer Science, Engineering, Information Systems, or an MBA with engineering/quantitative background.
Familiarity with workforce technology needs and support processes.
AI knowledge/experience.
ITSM and/or Product Management certification(s) with Pragmatic Institute, Group280, Scrum Product Owner, Product School, MindTheProduct, SAFe or similar.
Familiarity with Healthcare.
Benefits
Work-Life Balance
Generous PTO package
Health benefits effective day 1
Annual Incentive Plan
401K - Excellent company match
Well-being program
Paid Volunteer Time Off
Medical, dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (217)
2022 (257)
2021 (258)
2020 (107)
Funding
Current Stage
Public CompanyTotal Funding
$6.82B2024-03-11Post Ipo Debt· $2.25B
2023-11-02Post Ipo Debt· $1.32B
2023-02-27Post Ipo Debt· $1.25B
Leadership Team
Bruce D. Broussard
President and Chief Executive Officer
Jim Rechtin
President & CEO
Recent News
2024-12-18
2024-12-18
Company data provided by crunchbase
