Director, Digital Product Management
4 weeks ago
Directs, plans, organizes, and evaluates contact center features/capabilities and associated business processes from strategy and design through execution for the contact center. Facilitates the activities of the business, including all change and culture management components as well as coordinating the technical execution, including digital marketing, software development and technology business solutions. Actively monitors performance and makes adjustments to drive KPIs and desired outcomes that improve contact center efficiency and patient experience. Participates in the ongoing process to identify and prioritize business processes and functions that can be converted to digital and automated processes to enhance experience, outcomes, efficiency, and ultimately empower the contact center employee and patient to become a trusted partner in the management and delivery of their care.
Job Responsibility
- Collaborate to design, plan, and deliver on key contact center and patient experience modernization strategies that drive optimization and improvements with agility, responsiveness, and efficiency of the health system patient.
- Develop and execute contact center and patient experience strategies incorporating lead technology, and best practices to ensure solutions meet the current and future needs in an efficient, sustainable, agile, and adaptable manner.
- Design enterprise level contact center solutions using journey mapping, standard operating procedures, and best practices.
- Ability to collect and analyze current contact center operations, data and reports to develop future state recommendations for optimization and transformation to modernize the contact center.
- Lead contact center technology portfolio for the contact center, and roadmaps, to support or drive solutions for product selection in partnership with system supporting departments.
- Ability to incorporate standard operating procedures, training, QA programs and best practice methodologies into the contact center operations.
- Drive and lead solutions for modernized knowledge management and customer relationship management systems best practices to improve the agent experience and overall patient experience. Support intelligent system solutions to leverage robotic process automation (RPA), natural processing language (NPL), & artificial intelligence (AI) to help anticipate user needs, augment conversations, and automate routine tasks.
- Interface with health system teams to manage gaps/risks and assist with overall design with new features.
- Develop and track performance metrics, user feedback, quality assurance, and other metrics/KPIs. Share project management and agile methodologies throughout all stages of the project lifecycle.
- Create compelling case studies on how contact center users benefit from the solutions with a focus on lessons learned.
- Contact Center modernization leader, develop, support, and improve the capabilities and services of our contact centers.
- Contact center expert well versed in contact center multi-channel and/or omnichannel technologies, platforms, and operations.
- Ability to explain products or services to people who have varying levels of technical knowledge - meet the health system users where they are.
- Serve as a liaison between stakeholders and project teams within the health system.
- Responsible for supporting and advising on new and upcoming features of the CCaaS technology releases, as well as developing a roadmap for when to turn on new functionality for the contact center business units.
- Accountable for demonstrating success of implementing CCaaS technologies through improved resolution rates, patient satisfaction and lower total cost per account worked.
Responsible for proposing new uses of technology (campaigns, texting, chat, self-service, process orchestration) and designing pilot/test programs to propose and implement, in partnership with stakeholders.
Job Qualification
- Bachelor's Degree required, or equivalent combination of education and related experience.
- 8-12 years of relevant experience and 7+ years of leadership / management experience, required.
Preferred Qualifications:
Must have 1 year of experience in the following areas:
- leading contact center product solutions with proven record of success in automation
- Experience in leading key priorities and opportunities to modernize the contact center through a complex environment
- Leading high level project and initiatives
- Leading project management teams
- Collaborate with cross-functional teams to achieve organization or project deliverables
- develop and maintain roadmaps, conduct interviews and collaborative work sessions with stakeholders & staff
- Leadership experience
- **Additional Salary Detail**
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be
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