Product Operations Manager, Experienced - Stellarus

Blue Shield of California•Oakland, CA

About The Position

The Product Operations team manages the centralized intake and backlog processes for Stellarus’ Product and Technology organization. The Product Operations Manager, Experienced will report to the Director, Product Operations. In this role, you will independently support and execute the centralized intake process—serving as the “front door” for all incoming business requests. You will ensure every submission is triaged, categorized, and routed efficiently, delivering a seamless, transparent, and supportive experience for all submitters. You will set objectives for your job area, participate in planning efforts, and contribute to continuous process improvement. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Requirements

Requires a bachelor’s degree or equivalent experience
Requires a minimum 3 years of prior relevant experience in project coordination, business analysis, or a similar process-driven role
Requires experience analyzing a wide variety of business and technical requests
Requires experience in the healthcare or health plan technology industry
Hands-on experience with IT Service Management (ITSM) tools, with strong preference for ServiceNow preferred
Highly organized, methodical, and detail-oriented
Exceptional communication and interpersonal skills with a strong “customer service” mindset

Responsibilities

Serve as the main point of contact and operational lead for the centralized intake process
Own and manage the intake workflow, including continuous improvement of the ServiceNow intake form and related processes
Perform initial review of all new submissions to ensure requests are complete, clear, and not duplicates
Work with submitters to fill in missing information, clarify business impact, and ensure proper categorization
Apply defined triage rules to route validated requests to the Unified Backlog Owner or other appropriate teams
Act as the primary liaison for submitters, providing clear communication on request status (e.g., “Received,” “Under Review,” “Forwarded to Backlog”)
Monitor and report on key intake metrics, such as submission volume, request types, and average time-to-triage
Create and maintain user-facing documentation and “how-to” guides for the intake process
Coordinate work processes between peers to ensure consistent and quality delivery
Contribute to continuous process, delivery, and quality improvement efforts