Director, Product Management

You're more valuable than ever – And that's just how we'll make you feel.

The Director, Product Management, is responsible for leading the Product Owner team and directing Customer Experience solutions, transforming how customers engage with care. Leading a team of product owners, the role shapes the future of customer-facing platforms, from registration and scheduling to virtual visits and communications, creating seamless, intuitive customer experiences that inspire trust and convenience. The Director, Product Management is responsible for championing innovative technology solutions that elevate usability and functionality, ensuring every interaction feels effortless. Through strategic roadmaps and collaboration across the Company and joint venture partners, the role will direct the design of differentiated customer experiences that elevate new standards for customer satisfaction and operational excellence. By envisioning and delivering the end-to-end customer journey, both digital and in-person, this role will drive innovation in virtual care, AI-driven triage, and personalized engagement, redefining the customer journey.

Qualifications Education Required:

• Bachelor's degree in information technology, Computer Science, marketing, or a related field

Licenses/Certifications Required: None

Work Experience Required:

• 7+ years of experience in product ownership, technology or a related role.

• 3+ years in provider healthcare.

• Experience leading teams focused on patient/customer experience improvement.

• Experience working in an agile environment and with cross-functional teams.

Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.:

• Relevant certifications in product management, agile methodologies, or related areas.

Knowledge, Skills, and Abilities
• This role involves overseeing team members and interaction and collaboration with other departments and requires excellent judgment and interpersonal skills.
• Proven ability to lead, coach, and develop high-performing teams while fostering a culture of innovation, collaboration, and customer-centricity.
• Deep understanding of patient/customer experience principles and ability to champion customer-centricity in all technology initiatives.

Experience serving as a product leader for patient-facing platforms.
• Skilled in developing and communicating unified technology roadmaps aligned with organizational goals.
• Ability to prioritize initiatives that deliver measurable improvements in customer experience using data-driven insights.
• Ability to build and maintain strong relationships with key stakeholders.
• Experience overseeing application support and administration for customer-facing platforms.
• Knowledge of regulatory requirements and organizational policies.
• Ability to assess emerging technologies and drive continuous improvement initiatives.
• Proficiency in monitoring KPIs and analyzing performance data.
• Expertise in allocating resources effectively to support strategic initiatives.
• Experience as a product owner for Salesforce CRM or similar systems, including oversight of enhancements and support activities.

Essential Duties and Responsibilities

Leadership & Team Development
• Lead, coach, and develop internal product owners for all patient-facing platforms.
• Foster a culture of innovation, collaboration, and patient-centricity.

Customer-Patient Experience Solutions
• Serve as the enterprise product leader for patient experience technology.
• Identify, evaluate, and implement solutions that enhance every aspect of the customer patient journey.
• Represent the voice of the customer in all product development and enhancement discussions.

Strategic Roadmapping & Execution
• Develop and communicate a unified roadmap for patient-facing technology initiatives.
• Prioritize projects that deliver measurable improvements in customer-patient experience.
• Ensure alignment of product initiatives with business goals and vision.

Cross-Functional Collaboration
• Partner with clinical, operational, and technology teams to understand pain points and opportunities.
• Facilitate regular feedback sessions with patients, front-line staff, and stakeholders.

Metrics & Outcomes
• Establish and monitor KPIs related to patient experience.
• Use data-driven insights to inform decisions and demonstrate impact. Operational Oversight
• Oversee daily operations of application support and administration for patient-facing platforms.
• Ensure efficient, effective, and compliant service delivery.

Continuous Improvement & Innovation
• Assess emerging technologies and process improvements.
• Champion continuous improvement initiatives to enhance patient engagement and operational efficiency.

Salesforce CRM
• Serve as product owner for Salesforce CRM and other enterprise platforms, managing enhancements, integrations, and overall system performance.

GoHealth Core Values GoHealth's Core Values, listed below, are essential functions of this position:
• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

GoHealth Leadership Principles GoHealth's Leadership Principles, listed below, are essential functions for this position:
• Create Shared Purpose: Breathe life into our vision and mission. Speak to our future and create a line of sight for our team members. Set goals and communicate a plan of action. Empower others to deliver.
• Inspire and Motivate: Celebrate and share success. Grow and develop our team members. Provide direct feedback that enables others to reach their potential. Identify when to lead and embrace the opportunity to follow.
• Plan, Execute, Adapt and Deliver: Leverage analytics and experience to make better decisions. Possess a bias towards action and manage risk. Be agile, pragmatic and adjust. Identify, acknowledge, plan, implement and follow-up.

Physical Requirements
• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 15 lbs.) Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position.
• Travel: Travel may be required, including travel between Company locations and out-of town destinations as needed.
• Safety Equipment: May require the use of safety equipment for infection prevention.

Equal Employment Opportunity Statement The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion. Compliance Statement This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

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