Job Location : all cities,AK, USA
Resp & Qualifications
PURPOSE:
Fusion Product Managers (Service) serve as the voice of the customer, establishing a clear vision for the product that aligns with the business objectives and CareFirsts strategic goals. They partner with business stakeholders and IT product teams / value streams to inform development and ensure efficiency across the product lifecycle through delivery. Fusion Product Managers (Service) are responsible for making investment requests, which include financial and business justification for new products and product features.
ESSENTIAL FUNCTIONS:
Technology Product Vision: Responsible for providing strategic direction, leading sets of teams, prioritizing delivery based on CareFirst business and customer needs, promoting collaboration across business stakeholders and product teams, and investing time to build relationships with current and potential customers, focusing on Customer Experience & Care Coordination, Contact Center, IVR, Member Portals, Consent Preference & Privacy Management, and Omnichannel Analytics. Understand the available technologies to support the Omnichannel Experience and Service ecosystem.
Success Metrics: Define and manage metrics (e.g., OKRs, KPIs) in partnership with Omnichannel Experience to measure success of teams efforts and inform overall product strategy. Prioritize metrics related to Service including average handle time, member satisfaction score, escalation rate, etc. Investment Requests: Apply high financial acumen with the ability to make investment requests, which could require creating a business case for a new feature, platform, or technology.
Backlog Planning: Prioritize and manage product backlog, create an effective vision, provide timely stakeholder feedback on development iterations, and approve requirements at the epic level by participating in PI planning, iterative UAT, and biweekly / quarterly demos.
Customer Research: Use customer feedback from the Contact Center, detailed market analysis, and data gathering from interviews, surveys, and testing to make decisions about product vision, strategy, roadmap, and backlog, ensuring alignment with business goals and internal market demands.
Scope Definition: Document processes that impact customer journeys, define scope via epics with acceptance criteria, and create epics to deliver the roadmap, working with Product Owners to ensure alignment from epics to features.
Ways of Working: Play a role in selecting the right ways of working (e.g., Agile) based on the needs of the customer (e.g., Contact Center).
SUPERVISORY RESPONSIBILITY:
Leads a team utilizing a matrix management system.
QUALIFICATIONS:
Education Level: Bachelor's Degree, Business, Marketing, Engineering, or related field
Experience: 10 years' experience product management and/or product owner experience.
Note: Successful candidates will be expected to attend an immersive, 2-day Product Bootcamp facilitated by Deloitte as part of the onboarding process.
Knowledge, Skills and Abilities (KSAs)
Proficient in product planning and life cycle development.
Excellent communication skills both written and verbal.
Proficient in Agile methodologies, principles, and procedures.
Ability to use Product KPIs and business metrics to optimize the product.
Ability to recognize, analyze, and solve a variety of problems.
Ability to analyze, organize and prioritize work while meeting multiple deadlines.
Ability to develop compelling product proposals that balance user value, business impact, and technical feasibility.
Skilled at translating customer feedback and data insights into clear product requirements and roadmaps.
Ability to remain solution-focused under pressure and drive the resolution of high-impact issues.
Able to anticipate and respond to shifts in the healthcare landscape to inform enterprise strategy and planning.
Knowledge of organizational interdependence and collaborative methodologies (e.g., matrix management).
Skilled in advocating for product priorities and trade-offs, while balancing competing business needs.
Strong interpersonal and communication skills to foster trust and collaboration.
Licenses/Certifications Preferred Upon Hire :
Certified Product Manager (CPM)-AIPMM
Certified Product Marketing Manager (CPMM)-AIPMM
Salary Range: $125,840 - $224,939
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Business Process Administration
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship.
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REQNUMBER: 21233