Senior Technical Product Manager

Aledade-posted 2 months ago
Full-time • Senior
Bethesda, MD
1,001-5,000 employees
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As a Senior Technical Product Manager you will be a key member of the team responsible for the product roadmap, execution, oversight, development, and management of Aledade’s Zendesk platform. This role involves crafting and executing the long-term vision for Aledade’s implementation of Zendesk, collecting feedback and gathering requirements from strategic stakeholders and business owners, and serving as the interface with tech and analytics partners to deliver high-quality solutions with the ability to scale. The Technical Product Manager is responsible for ensuring that the platform aligns with Aledade’s business objectives, while using extensive Zendesk knowledge and best practices to enhance our internal and external user experience and drive business value.

  • Partner with business owners to cultivate a shared vision for Aledade’s Zendesk ecosystem, develop alignment on constraints, priorities and ideal end state, and be able to articulate and advocate for this perspective.
  • Ongoing optimization of live user workflows and capabilities including monitoring of key metrics & user feedback.
  • Work with internal teams and end users to develop a deep understanding of requirements, perform thoughtful solution design, use data to test hypotheses, and support teams throughout execution.
  • Write detailed user stories for new features, capturing detailed descriptions of business rationale, requirements, and success criteria that are defined by measurable outcomes.
  • Develop short- and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration.
  • 8+ years of product management experience in technology, technology-enabled services industry, or a SaaS product.
  • Proven track record working as a product manager in customer service, contact center, and or ITSM space, including experience with Ticketing System, Knowledge Base, Explorer, Copilot, and Voice.
  • Experience with SaaS ticketing systems especially, Zendesk, Salesforce, and/or ServiceNow.
  • Experience with integrations between enterprise applications such as Zendesk and Salesforce, especially integrations utilizing middleware such as Mulesoft.
  • Deep understanding of Zendesk and Salesforce platform features, capabilities, and limitations.
  • Demonstrated innovation in designing SaaS product enhancements or features that significantly improve user experience and business outcomes.
  • Experience using data and primary research to inform solution design and build internal business understanding.
  • Experience with and understanding of the software development lifecycle and software development methodologies. Preferably experience with SAFe Agile / Scrum teams.
  • Excellent organizational and communication skills with an emphasis on problem-solving and building subject matter expertise.
  • Ability to effectively engage with diverse stakeholders, gather feedback, and clearly articulate product vision.
  • Ability to analyze data, identify trends, and make informed decisions based on insights gained.
  • Passion for understanding customer needs and delivering a user-centric experience.
  • Knowledge or experience of the Salesforce platform.
  • Knowledge of healthcare administrative and clinical data sets, including demographic, financial and clinical data.
  • Basic understanding of healthcare administrative or clinical workflows for inpatient, ambulatory or ancillary services.
  • Flexible work schedules and the ability to work remotely are available for many roles.
  • Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners.
  • Robust time-off plan (21 days of PTO in your first year).
  • Two paid volunteer days and 11 paid holidays.
  • 12 weeks paid parental leave for all new parents.
  • Six weeks paid sabbatical after six years of service.
  • Educational Assistant Program and Clinical Employee Reimbursement Program.
  • 401(k) with up to 4% match.
  • Stock options.
  • And much more!
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