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At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
The Senior Digital Product Manager is responsible for the design, features, operations, and outcomes of the digital products that support patient and staff experiences. Develops the vision and strategy to create a highly engaging digital experience leveraging a variety of technology platforms. Works to develop product feature roadmap, develop and deliver operational metrics, and continually captures consumer and patient feedback to drive the product backlog. Works in partnership with information systems, consumer experience, marketing, and clinical teams to enhance digital capabilities in the delivery of health care. Job Description
Minimum Qualifications
Education: Bachelor's degree in business, marketing, engineering, computer science, or related field preferred.
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Three (3) years of experience in digital product or technology development experience
Five (5) or more years of experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.
Advanced experience in understanding and translating business/clinical processes into consumable steps delivered through digital means in a way that is intuitive for the end consumer
Strong understanding of human centered design fundamentals and focus on customer centricity and demonstrated understanding of application to product improvement
Strong understanding of both the digital channel and application landscape, capabilities of the technology within a channel and how experience/context is managed across the channels
Strong demonstrated ability to deliver results while working through others in a highly matrixed organization and motivate a team culture that is respectful and supports the values of excellence and integrity
Act with an intellectual curiosity to obtain insights from data and search for solutions to the problems being explored as well as new ones to be discovered
Understand math and statistical concepts to provide analysis to formulate meaningful decisions.
Exceptional time management skills and attention to detail
Excellent written and verbal communication skills, specifically with an ability to communicate effectively across multiple management levels
Create a positive work environment that fosters successful team performance
Strong customer service, interpersonal and relationship-building skills
Principal Accountabilities
Serves as consistent thought leader for all digital products in addition to own principal product accountabilities
Collaboratively define digitally enabled Memorial Hermann experiences for consumers and patients, leveraging multiple channels in a way that is engaging and intuitive experiences for our omni-channel strategy
Is directly accountable for the development of features and capabilities across platforms based on consumer/patient needs derived from industry and local research, coupled with known best practices in the management of health, leveraging agile delivery methods
Discover, evaluate, and incubate partnerships (internal & external), next generation technologies and customer/patient services by continuously searching and testing new concepts
Collaborate with care delivery and service line leadership to identify new concepts and features to enhance the digital channel experience and drive customer/ patient engagement towards Everyday Well
Defines a multi-year strategy for their product portfolio, representing it to governance, steering committees and executive updates. Influences future use and strategy through executive influence and planning with various teams across the organization.
Develop a robust set of operational KPIs (consumer and business based) to track consumer/ patient digital activity, platform leverage, and engagement
Provide leadership in the refinement and fulfillment of the health system’s digital health strategy to develop a vision, go-to-market and execution roadmap to support the aggressive growth of the health system’s digital platform, ensuring the system remains vibrant in today’s changing healthcare marketplace
Applies expertise in emerging digital trends and technologies to shape solutions across mobility, content management, and the user experience in alignment with organizational goals. Works as part of a matrixed team partnering with information services, customer experience, and marketing to determine investment needs, projects and priorities
Effectively communicates the vision and strategic plan for change to internal and external stakeholders
Plans, oversees and ensures completion of approved projects through internal and external resources
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service
Actively seeks and demonstrates individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
