Manager Product Management Performance Enablement

Highmark Health•Carolina, PA

About The Position

This role leads performance measurement and continuous improvement for Highmark Health’s non-clinical product portfolio, including provider experience, member onboarding, customer service and financial experience, and insurance product usability. It defines, tracks, analyzes, and optimizes KPIs that measure the impact and value of these product experiences across commercial and government lines of business. The role combines product thinking, business analysis, performance measurement, and stakeholder management to support end-to-end accountability for key product outcomes. The position includes people and operational management responsibilities, such as participation in hiring and termination decisions, coaching and development, recognition, performance management, staff productivity, and oversight of day-to-day departmental operations. It may also have budgetary responsibility and authority. The manager works with product, business, analytics, design, operations, and enterprise data partners to establish measurement plans, data requirements, collection processes, reporting, and quality controls. The role embeds performance insights into product roadmaps and decisions, identifies trends and improvement opportunities in customer journeys and service outcomes, and supports measurement capabilities across non-clinical product portfolios. It also partners with key teams to ensure data is available for complex requests and explores AI capabilities such as predictive impact techniques, rapid root-cause analysis, AI-powered dashboards, and automated insight delivery. This is an office-based or remote position with a physical work site required. Travel is required 25%–50%.

Requirements

At least 5 years of experience in healthcare or equivalent product management/performance.
At least 3 years of experience in a management or leadership role.
Bachelor’s degree in business administration/management, health administration, public health, economics, or another applicable discipline, or relevant experience and/or education as determined by the company in lieu of a bachelor’s degree.
Strategic thinking, leadership, and problem-solving and decision-making skills.
Ability to translate complex data insights and analysis into actionable product and operational outcomes.
Strong interpersonal and relationship-building skills.
Consulting skills and strong quantitative and analytical skills.
Demonstrated influencing and teamwork skills.
Product performance mindset.
Commitment to self-development and the development of others.
Familiarity with health plan operations, clinical solutions, and health insurance products.

Nice To Haves

At least 5 years of experience in data analysis, data governance, reporting, or operational or product measurement functions.
Master’s degree in business administration/management, health administration, public health, economics, or another applicable discipline.

Responsibilities

Lead performance measurement and continuous improvement for non-clinical product portfolios, including provider experience, member onboarding, customer service and financial experience, and insurance product usability.
Define, maintain, track, analyze, and optimize product performance metrics and KPIs aligned with strategic priorities.
Translate business goals into measurable performance targets and maintain documentation of measurement plans, data sources, and analysis methodologies.
Participate in hiring and termination decisions; coach and develop staff; manage recognition, performance, and productivity.
Plan, organize, staff, direct, and control department day-to-day operations; develop and implement policies and programs as necessary.
Collaborate with product managers, owners, business stakeholders, and analytics teams to establish measurement plans and data requirements and ensure data availability.
Establish data collection processes, dashboard and reporting transparency, and quality controls for non-clinical data accuracy and reliability.
Work with product managers, experience design, operations, operational analytics, and enterprise data teams to incorporate performance insights into product roadmaps and decisions.
Analyze customer journeys, operational data, and service experience outcomes to identify trends and improvement opportunities.
Represent performance measurement across non-clinical product portfolios and ensure measurement is considered in feature design and development.
Support product portfolios with measurement tools and capabilities to improve targeted outcomes, such as reducing call center volume through better self-service tools.
Partner with Operational Analytics and other critical partners, including enGen and the enterprise data office, to ensure appropriate data and information is available for new and complex requests.
Implement potential AI capabilities and tools for non-clinical product portfolios, including predictive impact techniques, rapid root-cause analysis, AI-powered business intelligence dashboards, and automated insight delivery.
Perform other duties as assigned or requested.