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Product Manager, Client Experience

3 months ago

Remote, Oregon, United States Employer Direct Healthcare Full time
About Employer Direct Healthcare

Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded

Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time.

About You:

  • You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
  • You CARE deeply for your customers. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
  • You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
  • A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
  • You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
  • You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
  • INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.



Product Manager, Client Experience

As EDH continues to rapidly expand its client base, we are hearing more and more about their unique needs to support them and drive superior client satisfaction. We are looking for a client experience product manager who has a demonstrated track record of building delightful experiences rooted in strong stakeholder empathy. The ability to synthesize needs across a broad spectrum of clients and distill this into a strong vision for how we can deliver additional value at scale.

This role will be required to work across so many different areas of the product team and broader business so we're looking for someone excited about building strong relationships and able to influence. As the organization continues to scale, this role will play a pivotal role in helping define the future of client experience here at EDH through a robust roadmap.

Location: Remote | USA | Travel Required

Responsibilities:

  • Leadership: Lead a high performing product and engineering team driving best in class decisions across people, process, and product
  • Discovery: Perform deep discovery and user research with stakeholders, members, internal users, while taking into account legal, regulatory and competitive and market dynamics. Bring qualitative and quantitative insights to the table for discussion
  • Strategy: create and drive EDH's client experience strategy, ensuring that our products are able to extend and adapt to meet the growing needs or our broad and rapidly growing client base.
  • Roadmap: create product roadmap and communicate across product areas for broader visibility.
  • Alignment: create top down and bottoms-up alignment ensuring your direct, peers, teams, and senior leadership are providing the right level of guidance in accordance with RACI or similar. Additionally, you will create clear channels of visibility and alignment on strategy with relevant stakeholders including presenting to and working with senior leadership.
  • Experimentation: Set the bar for when and where to experiment. Bring a data-driven approach to building product but leverage your experience and product sense to deliver the right products on time and in budget. Perform rapid experimentation where needed, test manually, build stat sig experiments that prove and disprove our hypothesis
  • Approach: We're an agile shop, and take an iterative approach to building software. Use your product expertise, but also apply product-led growth concepts, letting our users (internal/external) shape our product. Apply focused quantitative and qualitative approaches, to better understand how our users want to and should leverage our data products. Analyze existing products, make the tough calls, say no, and create pitches and actionable plans for implementing new features. Make smart decisions applying 1 vs. 2 way door framework
  • Process: Refine and build process as needed to ship high quality products on time and in budget while ensuring visibility and alignment across the org Manage the product development process and timeline to ensure targets are met on time and in budget
  • Partnership: Partner with key commercial and client leaders to understand where the market is headed so that we can better anticipate the needs of future clients.
  • Business-Oriented: Make decisions that are rooted in driving viable business growth, balancing unique client-specific needs with the need for scalable platforms and experiences.

Requirements:

  • 5+ years experience in Product Management
  • Experience in Client or Member Experience Product Management
  • Nice to have: Experience in employer health benefits
  • Nice to have: Experience working with plan design
  • Bachelor Degree required
  • Experience with startup/growth phase company
  • Experience managing both US and offshore teams
  • Ability to travel up to 1-2x/quarter

Benefits

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short & Long Term Disability
  • Life Insurance
  • 401k with company match
  • Paid Time Off
  • Paid Parental Leave


Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.