Product Manager - Health Plan Capabilities

Highmark Health • Washington, DC

3d • Onsite

About The Position

This job supports the product's fundamental value proposition, outlines vision and execution plan, gains alignment and support from key strategic partners and stakeholders, and oversees execution of that vision, including the overall financial viability of product offering. As a lead for our contact center ecosystem, you will be responsible for the end-to-end product management lifecycle, including the development of multi-year roadmaps and robust business cases. You will focus on proactively identifying and addressing customer friction points, ensuring that our capabilities —spanning across omnichannel contact center as a service (CCaaS), agent tools, and knowledge management—is optimized for both self-service and assisted-service excellence. You will act as the bridge between business strategy and technical execution, ensuring all product features deliver measurable value to our operations and our customers.

Requirements

• Bachelor's Degree in Business Administration or related field
• 6 years of related and progressive experience in lieu of Bachelor's degree
• 5 years product experience
• 3 years with the Agile process
• 1 year working with design thinking
• Strong communication skills
• Adaptability
• Analytical and logical reasoning/thinking
• Strong analytical skills
• Adaptability
• Analytical and logical reasoning/thinking
• Strong time management skills
• Technical expertise
• Knowledge of relevant healthcare products
• Eye for visual design
• Compliance with the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
• Compliance with HIPAA as described in the Notice of Privacy Practices and Privacy Policies and Procedures.
• Compliance with all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
• Compliance with the company’s Code of Business Conduct.

Nice To Haves

• Contact Center Expertise: Familiarity with modern Contact Center as a Service (CCaaS) platforms, specifically Genesys.
• Operational Background: Prior experience or exposure to contact center operations and Workforce Management (WFM).
• AI & Innovation: Understanding of customer service AI capabilities and platforms, with an interest in how AI can be applied to solve real-world service challenges.
• Customer Insight: Exposure to customer journey mapping to help identify and prioritize product improvements.
• Technical Lifecycle: Knowledge of the Software Lifecycle (SDLC) and managing product evolution over time.
• Advanced Domain: General knowledge of the customer service industry, including current trends in automated and assisted service.
• Black Belt Six Sigma
• SafeAgile Certification
• Design Thinking Certification

Responsibilities

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value.
• Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities.
• Represent the product through the creation of product guardrails and governance.
• Serve as accountable owner for the sets of products/tools within the designated portfolio.
• Identify and drives both cross-product and cross-customer value and shared learnings.
• Guides Agile developments in the role; own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog; other duties as assigned.
• Other duties as assigned or requested.

Benefits

• Highmark Health is a national, blended health organization that includes one of America’s largest Blue Cross Blue Shield insurers and a growing regional hospital and physician network.
• Based in Pittsburgh, Pa., Highmark Health’s 35,000 employees serve millions of customers nationwide through the nonprofit organization’s affiliated businesses, which include Highmark Inc., Allegheny Health Network, HM Insurance Group, United Concordia Dental, HM Health Solutions and HM Home & Community Services.
• Highmark Health’s businesses proudly serve a broad spectrum of health-related needs including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative, technology solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree