Product Manager, Consultant - Digital Experience

Blue Shield of California • Oakland, CA

1d

About The Position

Your Role The Product Manager, Consultant – Digital Experience will drive improvements in digital satisfaction, MSAT, and Digital NPS by leveraging advanced analytics and observability tools to proactively identify and resolve user experience issues. Integrating survey and monitoring data, this role aims to reduce friction, improve site health/service availability, and deliver measurable customer experience gains. Own the backlog and outcomes for digital observability and experience analytics - integrate Dynatrace Real User data and digital survey data to reduce friction, cut MTTD/MTTR, and lift Digital Satisfaction, MSAT, and NPS.

Requirements

• 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)

Nice To Haves

• Experience with Voice-of-Customer programs (e.g., CAHPS, NPS, Forrester, etc.) strongly preferred
• Certified Scrum Product Owner (CSPO), PMI-ACP, or similar Agile certifications highly desirable
• Familiarity with agentic AI systems and autonomous workflows for incident resolution and infrastructure optimization

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees