Product Manager, Customer Care
About The Position
Due to growth, we are adding a Product Manager, Customer Care to our team. The Product Manager, Customer Care (CC) will ensure efforts are in alignment with the CC team to leverage technology and process improvement for the purpose of meeting the business needs of Navitus customers, clients, members, and pharmacies by leveraging the functionality of Calabrio. This role will collaborate closely with customers of the Calabrio product to identify goals and make recommendations for enhancements. The Product Manager, CC will also work closely with the Customer Care Operations and Customer Care Quality team to ensure improvements are made to overall processes as data suggests. The Product Manager, CC will identify risks and will apply subject matter expertise in the development of mitigation plans. This product manager will also work to leverage the AI functionality within Calabrio. Is this you? Find out more below!
Requirements
- Bachelor’s degree or equivalent work experience required.
- Knowledge of Navitus systems and processes of the role with ability to perform tasks independently and follow instructions to make decisions required, typically with 2 years of experience.
- Experience with guiding and education associates within current to lower-level roles.
- Experience with supporting mid-sized to large clients with moderate to high complexity.
- Experience with supporting health plan business with minimal guidance.
- 3 years of experience in the pharmacy benefit management industry preferred.
- Experience with customer care preferred.
- Intermediate to advanced experience preferred with Microsoft tools (Word, Excel, PowerPoint, Visio, Azure DevOps), request management tools (Service Desk, Connectus, Responsive, JIRA), reporting tools (3D QlikView/QlikSense, CRM), and other tools specific to functional area(s) of focus (e.g., Calabrio, Artificial Intelligence).
- Participate in, adhere to, and support compliance program objectives.
- The ability to consistently interact cooperatively and respectfully with other employees.
Responsibilities
- Function as a subject matter expert and point of contact for business leads, stakeholders and operational users of assigned products.
- Develop an advanced level of understanding of assigned products to effectively collaborate on their refinement and expansion.
- Share product knowledge and needs with product owners to assist in their development of requirements, test plans, and execution efforts for assigned product enhancements.
- Communicate assigned product activities and advancements to business stakeholders and product owners, as well as CC leaders and role coaches.
- Independently assess business needs for process improvements, cost reduction and automation efforts and bring recommendations to leadership.
- Develop, document, and conduct user training for new or enhanced products.
- Provide internal or client presentation content for assigned products and participates as a subject matter expert in product demonstrations.
- Leverage AI functionality within Calabrio.
- Participate in after-hours and/or weekend work as needed, based on workload demands.
- Other duties as assigned.
Benefits
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
