Director, Product Management

GoHealth Urgent Care • Rochester, MN

1d

About The Position

You’re more valuable than ever – And that’s just how we’ll make you feel. The Director, Product Management, is responsible for leading the Product Owner team and directing Customer Experience solutions, transforming how customers engage with care. Leading a team of product owners, the role shapes the future of customer-facing platforms, from registration and scheduling to virtual visits and communications, creating seamless, intuitive customer experiences that inspire trust and convenience. The Director, Product Management is responsible for championing innovative technology solutions that elevate usability and functionality, ensuring every interaction feels effortless. Through strategic roadmaps and collaboration across the Company and joint venture partners, the role will direct the design of differentiated customer experiences that elevate new standards for customer satisfaction and operational excellence. By envisioning and delivering the end-to-end customer journey, both digital and in-person, this role will drive innovation in virtual care, AI-driven triage, and personalized engagement, redefining the customer journey.

Requirements

• Bachelor's degree in information technology, Computer Science, marketing, or a related field
• 7+ years of experience in product ownership, technology or a related role.
• 3+ years in provider healthcare.
• Experience leading teams focused on patient/customer experience improvement.
• Experience working in an agile environment and with cross-functional teams.
• This role involves overseeing team members and interaction and collaboration with other departments and requires excellent judgment and interpersonal skills.
• Proven ability to lead, coach, and develop high-performing teams while fostering a culture of innovation, collaboration, and customer-centricity.
• Deep understanding of patient/customer experience principles and ability to champion customer-centricity in all technology initiatives. Experience serving as a product leader for patient-facing platforms.
• Skilled in developing and communicating unified technology roadmaps aligned with organizational goals.
• Ability to prioritize initiatives that deliver measurable improvements in customer experience using data-driven insights.
• Ability to build and maintain strong relationships with key stakeholders.
• Experience overseeing application support and administration for customer-facing platforms.
• Knowledge of regulatory requirements and organizational policies.
• Ability to assess emerging technologies and drive continuous improvement initiatives.
• Proficiency in monitoring KPIs and analyzing performance data.
• Expertise in allocating resources effectively to support strategic initiatives.
• Experience as a product owner for Salesforce CRM or similar systems, including oversight of enhancements and support activities.

Nice To Haves

• Relevant certifications in product management, agile methodologies, or related areas.

Responsibilities

• Leadership & Team Development • Lead, coach, and develop internal product owners for all patient-facing platforms. • Foster a culture of innovation, collaboration, and patient-centricity.
• Customer-Patient Experience Solutions • Serve as the enterprise product leader for patient experience technology. • Identify, evaluate, and implement solutions that enhance every aspect of the customer patient journey. • Represent the voice of the customer in all product development and enhancement discussions.
• Strategic Roadmapping & Execution • Develop and communicate a unified roadmap for patient-facing technology initiatives. • Prioritize projects that deliver measurable improvements in customer-patient experience. • Ensure alignment of product initiatives with business goals and vision.
• Cross-Functional Collaboration • Partner with clinical, operational, and technology teams to understand pain points and opportunities. • Facilitate regular feedback sessions with patients, front-line staff, and stakeholders.
• Metrics & Outcomes • Establish and monitor KPIs related to patient experience. • Use data-driven insights to inform decisions and demonstrate impact.
• Operational Oversight • Oversee daily operations of application support and administration for patient-facing platforms. • Ensure efficient, effective, and compliant service delivery.
• Continuous Improvement & Innovation • Assess emerging technologies and process improvements. • Champion continuous improvement initiatives to enhance patient engagement and operational efficiency.
• Salesforce CRM • Serve as product owner for Salesforce CRM and other enterprise platforms, managing enhancements, integrations, and overall system performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees