Product Manager, Support Experience

Posted Mar 3

Details

  • Department: Ascension Studio
  • Schedule: Monday - Friday / Days
  • Location: Remote

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

  • Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics.

Responsibilities

The Ascension Studio is transforming healthcare by delivering brand-wide experiences powered by people, design, data and technology for those we seek to serve and for those who serve. We believe the best solutions come from a deep understanding of user needs, business considerations and technical possibilities. We focus on outcomes rather than outputs, measure the impact of our solutions, and continuously improve and upgrade our solutions over time. We believe empowered teams, given clear structure, goals and lightweight processes, produce great solutions.

Job descriptions aren't perfect and not all applicants will have skills that match this job description exactly. The attributes listed below represent our current thinking for the role but you might be a great candidate even if you don't fit everything we've described. We value diverse experiences and you may have important skills we haven't thought of. If this sounds like you, we encourage you to apply. If this role isn't quite right for you, please look at our other openings by searching #AscensionStudio at jobs. ascension. org.

Job Description

As Product Manager, Support Experience, you understand consumer support needs and behaviors and advocate for a frictionless consumer experience. You have a deep understanding of support experience strategies, products and processes utilized in the market. You collaborate with product teams to define the support experience strategy and roadmap. You influence your teammates, as well as stakeholders and key executives, through leadership skills, data, storytelling, and logic.

Responsibilities

  • Owns the consumer support experience vision and strategy for the Studio’s digital products.
  • Creates a cohesive, omnichannel consumer support experience vision, strategy and roadmap.
  • Partners with the Studio leaders, product managers, Ascension colleagues and business stakeholders to develop a deep understanding of the challenges their consumers face and develop strategies to address.
  • Works closely with product managers to include support experience features in their strategy and roadmap; defines requirements and acceptance criteria and participates in Agile team ceremonies.
  • Ensures that the support experience features embedded in Ascensino’s digital products are consistent, predictable, testable, robust, and well-documented.
  • Works with the design and development teams to create a unified support experience features library that can be utilized by all digital products in the Studio.
  • Collaborates with Ascension’s support center leads to ensure that product support processes are well established, executed and maintained.
  • Collects, analyzes and publishes the necessary metrics related to customer support and support experience to enable a data-driven product strategy.

Requirements

Education:

  • High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
  • 3 years of leadership or management experience preferred.

Additional Preferences

Desired Knowledge, Experience and Traits

  • 2+ years of experience in product management.
  • Passionate about customer support experience.
  • Experience using JIRA and ServiceNow.
  • Solid understanding of Agile ways of working and experience with Agile product delivery; Scaled Agile (SAFe) experience a plus.
  • Strong quantitative analysis skills and a data-driven approach to problem-solving.
  • Successful history of developing and delivering support experience technology products to the market.
  • Strong communication skills, including the ability to speak clearly to a group of people and influence through storytelling.
  • Proven ability to engage with engineers, designers, and company leaders in a constructive and collaborative relationship; Experience working with cross-functional teams.
  • Knowledgeable about technology trends and customer support experience trends.
  • Ability to have a short term, in depth focus and long term, strategic vision for a product.

#LI-Remote #AscensionStudio

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

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