Senior Product Manager

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: Customer Engagement Marketing Analytics

Location: 3535 Market Street

Hours: M-F, Hybrid

Summary

• The Senior Product Manager will lead the charge in optimizing technology tools such as CCaaS and Salesforce CRM to drive impactful patient and provider experiences. As a strategic partner, this role will collaborate across operations, analytics, and technology teams to guide the development and implementation of cutting-edge solutions within our Martech ecosystem. Leadership and expertise in this role will be pivotal in ensuring that internal stakeholders maximize the value of CCaaS, Salesforce CRM and other essential technologies which could be implemented in the future. The Senior Product Manager will oversee product development, business analysis, and project management efforts to enhance customer engagement. They will act as a strategic advisor, ensuring that platform user groups our customers and internal stakeholders adopt and utilize technology to its fullest potential. This includes conducting needs assessments requirements gathering, live demos, and supporting the integration of new datasets. The ability to understand and align data sources with user needs will help Penn Medicine achieve its mission of delivering superior patient care, innovative research, and education.Responsibilities:PRODUCT GROWTH AND BUSINESS ANALYSIS:

• Roadmap Development: Collaborate with end-user groups to create and manage product roadmaps aligned with annual strategic priorities, ensuring that objectives, specifications, schedules, and budgets are met.

• Value Proposition Leadership: Guide internal teams and stakeholders in understanding and communicating the value proposition of the Salesforce CRM product.

• Primary Point of Contact: Act as the main consultant and contact for all end-users, ensuring that their needs and objectives are effectively addressed.Requirement Documentation: Work closely with program staff, digital marketing teams, analytics teams, and external consultants to document application requirements, changes, and enhancements.

• User-Centric Design: Partner with key user groups to ensure that applications meet their evolving needs, tracking usage patterns, and prioritizing new features to stay in line with operational changes.

• Reporting and Analytics: Develop and customize reports and dashboards that align with Customer Analytics best practices, ensuring insights drive business decisions.

• Data-Driven Insights: Stay informed on key performance indicators and leverage data-driven insights to provide strategic input to the business units.PRODUCT OWNERSHIP:

• Documentation Management: Maintain comprehensive documentation on processes, policies, application configurations, and support materials, ensuring clarity for users and consistency across the product lifecycle.

• Enhancement Leadership: Oversee product enhancement cycles, coordinating with teams during the software testing process, including test planning, case creation, and ensuring proper testing environments.

• User Communication: Keep users informed about system functionality and enhancements, ensuring transparent communication and smooth adoption.

• Data Integrity: Understand all data sources and assist in platform integration assessments, conducting regular audits to maintain data consistency and accuracy across the platform.

• Problem Solving: Quickly resolve product-related issues, managing them through the appropriate ticketing systems and ensuring timely resolutions.

PROJECT AND CHANGE MANAGEMENT

• Cross-Functional Coordination: Provide hands-on support for product changes, coordinating with analytics, technology, data, and operational teams, as well as external vendors, to optimize delivery.

• Project Planning & Execution: Lead project planning, execution, and delivery efforts, proactively mitigating risks and ensuring changes are fully operationalized.

• Goal Alignment: Work with project teams to deeply understand overarching goals, business strategies, timelines, and market needs, guiding product initiatives with a focus on strategic alignment.

• Budget Management: Monitor project budgets, highlighting risks when deviations occur and ensuring financial accountability throughout the project lifecycle.

STAFF MANAGEMENT

• Direct or indirect management of 1-3 direct

• Fosters the development of junior staff and guides their delivery and mastery of data analysis, reports, dashboards, and data visualization

• Build, onboard, operationalize, and coach analysts, cultivating exemplary employee engagement, and providing support for their professional development

THOUGHT LEADERSHIP AND TEAM MANAGEMENT

• Remain at the forefront of healthcare, marketing, and technology trends, leveraging expertise to serve as a knowledgeable leader and resource within the organization.

• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

• Other duties as assigned to support the unit, department, entity, and health system organization

Credentials

• Salesforce Admin Certification. (Preferred)

Education or Equivalent Experience

• Bachelor's degree. (Required)

• 8+ years of working in related field. (Require)

• 3+ years of management experience. (Required)

• Master's degree and previous experience in a healthcare organization. (Preferred)

Skills/Abilities:

• Strong organizational skills with ability to plan and execute multiple complex projects, while resourcefully managing risks and communicating across stakeholders

• Ability to learn new systems quickly

• Strong critical thinking, analytic and problem-solving skills

• Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner

• Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight if needed

• Advanced experience in Microsoft Office (including Excel, Word and PowerPoint)

• Ability to capitalize on technology (CRM, CMS, Git, Grunt, Databricks, Internal Systems) to fulfill business needs and organizational goals

• Proficient experience with coding languages (SQL, Python, HTML5, CSS, and client-side Javascript); including ability to query large datasets, clean and transform data, and understand data relationships

• Skilled at leading complex and large project teams

• Ability to shape vendor relationships to align with team strategic goals

• Familiar with various project management methodologies (e.g., scrum, waterfall, Agile, etc.) Standard Work Environment Work Environment Selection Office Environment Physical Demands Never Rarely 0 - 10% Occasional 11%

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 243384