Sr. Product Consultant

NASCO • Brookside, DE

4d • Remote

About The Position

The Sr. Product Consultant leads complex, customer-facing consulting engagements that help health plan customers realize measurable value from NASCO's product portfolio. Operating with a high degree of independence, this role owns engagement strategy from discovery through executive readout, translates ambiguous customer challenges into structured assessments and recommendations, and influences senior customer and internal stakeholders toward practical, value-based decisions. The role applies payer domain expertise, servicing experience knowledge, data analysis, and approved AI-enabled tools to identify patterns, quantify impact, accelerate insight generation, and improve consulting effectiveness while maintaining compliance with company policies, data governance standards, privacy requirements, and responsible AI practices.
This role carries senior-level ownership for servicing experience strategy, advising health plans on member and provider service operations, contact center transformation, omnichannel workflows, self-service adoption, and technology-enabled service modernization. The Sr. Product Consultant is expected to be credible with director-level and executive customer stakeholders, combine deep payer and operational fluency with advanced consulting methods, and guide customers through tradeoffs, risks, dependencies, and implementation considerations.
As a senior member of a commercial consulting practice, this role contributes to practice growth by shaping engagement scope, developing reusable consulting assets, mentoring less experienced consultants, supporting proposal strategy, and creating customer proof points that demonstrate value realization. Serves as a trusted advisor who connects customer business objectives, operational constraints, product capabilities, adoption success, and measurable outcomes to long-term customer value.

Requirements

• Advanced knowledge of healthcare payer operations, servicing experience, product adoption, customer experience, and market pressures, with the ability to connect complex customer challenges to product-enabled business outcomes
• Advanced knowledge of customer service and experience operations, including contact center performance, first call resolution, average handle time, containment rate, member satisfaction, adoption, usage, operational efficiency, and value realization metrics
• Advanced consulting skills, including discovery design, stakeholder interviewing, process mapping, gap analysis, root cause analysis, business case development, value modeling, requirements framing, roadmap development, and recommendation storytelling
• Ability to analyze quantitative and qualitative data, quantify operational and financial impact, pressure-test assumptions, and build ROI analyses that support customer scrutiny and executive decision making
• Strong executive communication, facilitation, and storytelling skills, including the ability to synthesize ambiguous information, lead workshops and decision forums, and tailor messaging for operational, technical, commercial, and executive audiences
• Strong customer relationship management, stakeholder engagement, consultative influence, and conflict navigation skills, including the ability to build trust and align stakeholders with differing priorities
• Ability to lead multiple engagements or complex workstreams simultaneously, including scope, schedule, budget, risks, issues, decisions, escalations, stakeholder expectations, and engagement quality
• Proficiency with Microsoft Office Suite and related collaboration, analysis, presentation, and productivity tools, including advanced PowerPoint and executive-ready written deliverables
• Ability to mentor others, improve consulting methods, contribute to practice standards, and model sound judgment in customer-facing advisory situations
• Ability to appropriately use approved AI-enabled productivity, research, analysis, and content-generation tools in accordance with company policy, data privacy, security, governance, healthcare data handling requirements, and responsible AI principles
• 7 years of experience in healthcare operations, product consulting, customer success, solutions consulting, professional services, business consulting, or related customer-facing advisory work
• 5 years of experience working with healthcare payer operations, service operations, contact center operations, product delivery, or technology-enabled business transformation
• 3 years of experience leading customer-facing consulting engagements, complex workstreams, assessments, implementations, or advisory projects with measurable outcomes
• Experience presenting findings, recommendations, business cases, roadmaps, or value realization results to director-level or executive stakeholders
• Experience developing executive-ready deliverables, business cases, process maps, recommendations, value models, or roadmaps for internal or external stakeholders
• Experience working cross-functionally with product, technology, operations, implementation, customer success, sales, account management, or professional services teams
• Experience mentoring peers, guiding project contributors, or improving reusable consulting assets, methods, templates, or delivery standards
• Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, Product Management, Marketing, Operations, or related field or equivalent experience

Nice To Haves

• Experience with Pega or a comparable CRM and customer service platform in a payer or enterprise environment
• Knowledge of Blue Cross Blue Shield plan operations or inter-plan programs
• Familiarity with core payer administration platforms spanning claims, membership, enrollment, and billing
• Experience in a fee-based professional services or commercial consulting environment
• Experience with AI-enabled service technologies, including conversational AI, agent assist, and intelligent workflow automation
• Certification or training in product management, project management, process improvement, customer success, healthcare operations, design thinking, change management, or agile methodologies
• Training or certification related to CRM platforms, contact center technologies, AI-enabled service tools, healthcare payer systems, or business analysis

Responsibilities

• Lead complex customer discovery, current-state assessments, workflow analysis, stakeholder interviews, and data-gathering efforts to identify customer needs, operational pain points, adoption barriers, value opportunities, risks, dependencies, and recommendations
• Develop evidence-based engagement findings, executive recommendations, business cases, value narratives, roadmaps, process maps, and success measures that quantify operational, financial, service, and product adoption impact
• Analyze quantitative and qualitative data to establish performance baselines, evaluate engagement outcomes, validate assumptions, and support value realization discussions with customer and internal leadership
• Serve as a senior advisor to health plan customers on servicing experience strategy, including member and provider service operations, contact center workflows, omnichannel service delivery, self-service adoption, service quality, and technology-enabled operating model improvements
• Guide customers through operational readiness, change impacts, user adoption, process optimization, risk mitigation, implementation considerations, and tradeoff decisions associated with NASCO products and emerging technologies
• Produce and present executive-ready deliverables, workshops, decision forums, and readouts that clearly communicate findings, recommendations, expected value, risks, dependencies, decisions needed, and next steps
• Manage multiple consulting engagements or complex workstreams, including scope, schedule, budget, risks, issues, stakeholder alignment, escalation management, status reporting, and engagement quality
• Build credibility and consultative influence with customer sponsors, operational leaders, and cross-functional partners by applying payer expertise, business acumen, structured problem solving, sound judgment, and executive presence
• Shape engagement scoping and commercial development by contributing to proposal strategy, estimates, statements of work, assumptions, deliverables, pricing inputs, risk considerations, and customer handoff planning
• Drive structured transitions from consulting into solution delivery by preparing decision records, handoff documentation, success measures, implementation considerations, and alignment with product, implementation, professional services, technology, and customer success teams
• Mentor Product Consultants and project contributors by sharing consulting methods, payer domain knowledge, deliverable standards, stakeholder management practices, and lessons learned from customer engagements
• Advance the consulting practice by developing reusable assets, frameworks, templates, playbooks, assessment tools, value models, executive readout formats, case studies, and best practices that improve consistency, scalability, and customer value realization

Benefits

• Fully remote work environment
• Work/life balance
• Savings on commuting
• Savings on work clothing
• Increased time for personal activities
• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items
• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
• Group Discount programs - mobile, technology services, etc., to help you save money
• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost

What This Job Offers

• Job Type: Full-time
• Career Level: Senior