Technology Project & Program Manager

Wolters Kluwer • Columbus, OH

1d

About The Position

If you are a problem-solver who is passionate about ensuring customers are delighted by how products look/feel/work and are looking for a new challenge (as well as an opportunity to make a real difference in how nursing students use our products to become ready for practice), we want to hear from you! We are looking for a Product Owner to help us in our mission to ensure that the students and faculty who use our Nursing Education digital products/platforms at our most strategic accounts realize the full value of our digital solutions by proactively managing relationships, resolving issues, and championing customer needs in product development. The Product Owner acts as both an advocate and advisor by aligning customer outcomes to business goals. This Product Owner will have responsibility for implementing best practices in coordinating the investigation and resolution of common customer issues/requests for key accounts. The Product Owner will develop a first-hand, in-depth knowledge of what these users value and what helps customers in their workflows, to ensure nursing students and instructors have what they need to ensure the best educational experience. The Product Owner will work directly with key customers to troubleshoot problems and manage internal and external communications. In addition, for a limited number of customers, this Product Owner will provide project management oversite of implementation of digital products. The Product Owner manages the customer relationship for identified accounts on their assigned digital products/platforms. While the Product Owner is not expected to make technology decisions or understand the detail of the coding, they must have sufficient understanding of technology issues as well as an in-depth understanding of the value each release brings to customers and how the release will work. This position will be closely aligned with the Product Management leadership in the ongoing development of our Enterprise Account strategy and will report to the Director of Product Development, Nursing. The Product Owner’s primary responsibilities include: Developing a deep understanding of Nursing Education customers and their needs, particularly their day-to-day interactions with our digital products/solutions Coordinating with Product Management on customer interactions to ensure a shared, thorough understanding of customer needs and how they align to short- and long-term strategic goals Delivering clear, empathetic, and professional communication tailored to each key account, ensuring complex issues are explained effectively Tracking and reporting on customer satisfaction metrics at key partnership accounts Developing best product implementation strategies with for key customers, ensuring timely delivery and alignment with business objectives, including coordination with Digital Implementation Specialist and Integration Nurse team members for seamless onboarding to our products/platforms through structured planning, relationship management, stakeholder coordination, and proactive risk management Bringing excellent organizational skills and a laser-focus on customer service/insights to translate what customers have reported/requested into actionable/prioritized work for Agile/Scrum teams Owning the product development lifecycle/schedule by working with various Agile/Scrum teams to ensure that prioritized items are consumed/deployed in support of customer needs on the assigned products/platforms Being the “glue” in the product team who acts as a product’s “subject matter expert” for coordinating the investigation and resolution of customer issues across cross-functional internal teams (including, but not limited to, Product Management, Technology, Content, Sales, Sales Enablement, and Customer Success/Support) Other Duties Performs other duties as assigned by supervisor.

Requirements

• College degree (BA/BS) or equivalent experience required.
• At least 1-year experience in customer service/support, with exposure to digital product development (particularly with Agile/Scrum teams) or equivalent experience in working on products/solutions for educational/academic markets
• Superior communication and relationship management skills, including ability to facilitate customer communications (internal and external) and triage/troubleshoot customer escalations
• Demonstrated ability to remain professional and solution-oriented when managing time-sensitive or emotionally charged customer interactions, with a history of turning challenging situations into positive outcomes
• Strong project management skills, including ability to develop schedules, oversee work-in-progress, and implement risk mitigation strategies for efficient/effective solutions
• Ability to prioritize and act as a structured thinker who is able to see “the wood from the trees”
• Demonstrated experience coordinating cross-functional teams to reach/exceed goals
• Experience in implementing best practice/standards in support of customer issues

Nice To Haves

• General knowledge of the Nursing Education market
• Experience with understanding Technology opportunities, constraints, and choices, and ability to articulate associated risks (and possible mitigation plans)
• Familiarity with Agile/Scrum principles and practices for Product Owners
• Exposure to digital products/solutions in the educational space (including testing/assessment products)
• Exposure to backlog software (e.g., Jira, VSO, Trello, Wrike) and communication applications (Slack, MS Teams, Salesforce, etc.)

Responsibilities

• Developing a deep understanding of Nursing Education customers and their needs, particularly their day-to-day interactions with our digital products/solutions
• Coordinating with Product Management on customer interactions to ensure a shared, thorough understanding of customer needs and how they align to short- and long-term strategic goals
• Delivering clear, empathetic, and professional communication tailored to each key account, ensuring complex issues are explained effectively
• Tracking and reporting on customer satisfaction metrics at key partnership accounts
• Developing best product implementation strategies with for key customers, ensuring timely delivery and alignment with business objectives, including coordination with Digital Implementation Specialist and Integration Nurse team members for seamless onboarding to our products/platforms through structured planning, relationship management, stakeholder coordination, and proactive risk management
• Bringing excellent organizational skills and a laser-focus on customer service/insights to translate what customers have reported/requested into actionable/prioritized work for Agile/Scrum teams
• Owning the product development lifecycle/schedule by working with various Agile/Scrum teams to ensure that prioritized items are consumed/deployed in support of customer needs on the assigned products/platforms
• Being the “glue” in the product team who acts as a product’s “subject matter expert” for coordinating the investigation and resolution of customer issues across cross-functional internal teams (including, but not limited to, Product Management, Technology, Content, Sales, Sales Enablement, and Customer Success/Support)
• Performs other duties as assigned by supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees