Product Manager, Salesforce Service CRM

at Change Healthcare
Published November 21, 2022
Location Frankfort, KY
Category Default  
Job Type Full-time  

Description

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

Product Manager, Salesforce Service CRM

Position Overview

We're looking for an experienced, entrepreneurial Product Manager to help lead the development of Service CRM platform within Salesforce. As the owner of this product, the Salesforce Product Manager will be responsible for building, maintaining, and executing against a technology roadmap that improves our internal team's ability to work effectively, scale our technology capabilities to support and improve customer experience. The ideal candidate will be able to blend strategy and technical skills to continue building upon this application.

What will I be responsible for in this job?

+ The Product Manager will own the strategy, roadmap, and execution of Service Salesforce platform experiences for customers

+ Develop vision for the ideal customer and agent experience and initiate/ lead projects to realize this vision.

+ Execute flawlessly on major product/feature launches through a deep understanding of the product vision, desired customer experience and attention to details throughout the development process.

+ Establish and maintain development priorities across the service organization and work with key partners by ensuring understanding of the product vision and its importance and developing reciprocal win-win relationships.

+ Develop business requirements for roadmap items and ensure they get translated correctly into product requirements and user stories.

+ Own the product backlog, creating Jira stories to capture user needs, and performing testing to ensure solutions deployed are fit for purpose.

+ Continuously groom backlog items and ensure that an agreed scope is always ready to move into development.

+ Assist in support escalations (production issues) and help drive the resolution

+ Understand and help enforce development standards and best practices as defined by the Salesforce architect

+ Continually develop and test ideas through usability tests, user research, and other research methodologies.

+ Develop and manage KPIs and prioritize work to achieve results.

+ Own communication with stakeholders of all levels to ensure the goals are clear and the vision is aligned with business objectives and priorities.

+ Work with cross-functional teams to facilitate prioritization discussions, gain alignment, and provide transparency and input into the product development process

+ Understand product growth potential and future opportunities that may benefit the business.

+ Provide thought leadership and help define the product through deep stakeholder partnership, and assessing opportunities using a hypothesis-driven approach focused on delivering outcomes

What are the requirements?

+ 5+ years' experience developing product features from ideation through launch.

+ 5 + years' experience creating and writing effective Agile user stories, creative briefs, formal business requirement documents

+ Experience supporting Salesforce / Knowledge of Salesforce structure and capabilities

What critical skills are needed for this position?

+ Experience with Agile methodology

+ Experience using data and metrics to back up assumptions and assertions of business value

+ Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment

+ Strong technical aptitude - Able to drive technically complex projects for the CRM and be responsible for turning that complexity into a simple user experience.

+ Demonstrated project management skills, leading teams of diverse stakeholders

+ Excellent written and verbal communication skills with the ability to communicate findings/insights clearly to both technical and non-technical audiences

+ Self-driven with high customer empathy and a strong focus on execution

+ Familiarity with Jira and Confluence is a plus

Working Conditions/Physical Requirements:

+ General office demands

Work Location:

+ Fully Remote - U.S.

How much should I expect to travel?

+ Up to 20%

+ Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement

Unique Benefits*:

+ Flexible work environments

+ Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets

+ Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships

+ Employee wellbeing programs and generous health plans

+ Educational assistance programs

+ US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions

+ Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies

+ Learn more at careers.changehealthcare.com

+ *Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.

Diversity and Inclusion:

+ At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.

+ Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at careers.changehealthcare.com/diversity

Feeling Inspired? Ready to #MakeAChange? Apply today!

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Diversity, Equity & Inclusion :

•At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.•Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at careers.changehealthcare.com/diversity Feeling Inspired? Ready to #MakeAChange? Apply today!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at www.eeoc.gov/employers/eeo-law-poster and the supplemental information at www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to [Click Here to Email Your Resumé] with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here www.dol.gov/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare's Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

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