Product Manager - Member Service & Chat Data Products

Company :

Job Description : 

JOB SUMMARY

This role requires demonstrated experience leveraging member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel engagement platforms to improve member experience, optimize service operations, and enable actionable insights for business and operational teams. The ideal candidate will possess strong data product management expertise, including the ability to define and deliver trusted, reusable data assets spanning customer interactions, communication preferences, service outcomes, and engagement behaviors, while ensuring data quality, governance, and regulatory compliance. A core component of this role also includes the ability to identify and sequence innovative data products, develop strategic roadmaps aligned to member experience and operational objectives, and evaluate data quality, accuracy, accessibility, and availability requirements to maximize business value and enterprise adoption.

ESSENTIAL RESPONSIBILITIES

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value. Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.

• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities.

• Represent the product in all governance meetings.

• Clearly sets and communicates roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.

• Serve as accountable owner for the sets of products/tools within the designated portfolio.

• Identify and drives both cross-product and cross-customer value and shared learnings.

• Own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog.

• Other duties as assigned.

EDUCATION

Required

• Bachelor's Degree in science, technology, mathematics or related field OR relevant experience and/or education as determined by the company in lieu of bachelor’s degree

Preferred

• None

EXPERIENCE

Required

• 3 years of Product experience

To Include:

• 3 years with the Software Lifecycle

• 1 year of Advanced domain experience

Preferred

• 1 year with the Agile process

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Business Acumen for P&Ls

• Communication

• Conflict Management

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Frequently

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Rarely

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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