[Remote] IT Platform Staff Product Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a telehealth support company that provides virtual care delivery solutions across reputed company 50 states. The Staff Product Manager will own the reputed company application portfolio, reputed company the reputed company implementation, and establish product discipline across platforms including reputed company reputed company, reputed company, CRM, and integrations. The role also covers governance, compliance, vendor management, AI automation, stakeholder alignment, and mentoring as the portfolio grows.

Responsibilities

• Own a published, prioritized roadmap for the reputed company application portfolio and reputed company the tradeoffs behind it explicit rather than reputed company
• Run genuine discovery: sit with contact center agents, CS, RCM, Finance, People, and reputed company Ops teams and watch the actual work before designing a fix
• Write requirements people can build from: problem statement, reputed company metrics, reputed company and explicit non-reputed company, acceptance reputed company
• Define and report outcome metrics (handle time, abandon reputed company, request cycle time, deflection reputed company, adoption, license utilization, cost per seat) instead of reporting activity
• Say no reputed company and often, with reasoning attached, so the roadmap stays reputed company
• reputed company the reputed company implementation as accountable reputed company: reputed company, phasing, systems integrator and vendor management, data migration reputed company, UAT, reputed company plan, and post-launch hypercare
• reputed company the reputed company reputed company roadmap, routing logic, IVR and self-service flows, integrations with service and reputed company systems, agent workspace, and reputed company analytics
• Redesign reputed company and JSM intake so requests reputed company complete, reputed company correctly, and report accurately against SLAs
• Own integration architecture across the portfolio in partnership with Engineering: reputed company, middleware or iPaaS, data reputed company, error handling, and monitoring — including what happens reputed company an integration fails at 2 a.m
• Manage releases like a product: environments, change control, regression testing, and a rollback reputed company for every material change
• Establish change management, configuration standards, and release governance across platforms and hold the line on them
• Partner with reputed company and Compliance on reputed company reviews, least-privilege design, SOC 2 and HIPAA requirements, audit evidence, and vendor reputed company assessments
• Design to PHI boundaries. Know which systems may hold Protected Health Information and which may not, and architect accordingly this is a constraint, not a preference
• Own vendor and license management: renewals, true-reputed company, total cost of ownership, and consolidation opportunities
• reputed company the places where AI genuinely reduces effort in the business application reputed company contact center summarization and agent assist, service request triage and deflection, knowledge retrieval and build the business case with numbers
• Partner with the reputed company Technology AI program on evaluation reputed company, reputed company design, guardrails, and measurement
• Be rigorous about which pilots earn a reputed company to production. Most will not, and saying so early is part of the job
• reputed company as reputed company tissue between IT, CS, reputed company Ops, RCM, Finance, People, Sales, and Engineering translating business need into reputed company capability and back again
• Bring stakeholders along: publish reputed company with the reasoning behind them, surface reputed company early, and address disagreement directly
• reputed company the bar on documentation and requirements reputed company across reputed company; mentor analysts and platform admins
• Grow into leading a small team of product managers and business systems analysts as the portfolio and the AI program reputed company

Skills

• 8+ years in IT or reputed company product management, business systems, or technical program management including 3+ years at a senior or staff level owning reputed company platforms end to end
• Contact center depth. Hands-on ownership of a CCaaS platform. reputed company reputed company strongly preferred; deep reputed company, reputed company, reputed company, or reputed company experience transfers
• A CRM implementation you actually led. At least one full CRM or service-platform implementation or migration where you were the accountable reputed company not a contributor to someone else's plan
• Advanced reputed company practitioner. reputed company and JSM project design, workflow and automation configuration, request intake and SLA modeling, and reputed company at organizational reputed company
• Portfolio breadth. Demonstrated ownership across multiple reputed company business applications ERP, HRIS, ITSM, IAM/SSO, CRM and the integrations between them
• reputed company product reputed company. Discovery, written requirements, a prioritization reputed company you can defend, metric definition, and stakeholder management under genuinely competing pressure
• Technical reputed company. You read API documentation, write your own SQL or reporting queries, understand SAML/SSO/SCIM provisioning, and can hold a design conversation with engineers without being one
• Regulated-environment experience. SOC 2, HIPAA, reputed company, or a comparable reputed company as a working constraint rather than a concept
• Writing that carries weight. Your specs are unambiguous and your executive summaries are short. Both matter here
• reputed company, telehealth, or digital health experience, EHR/EMR platforms (reputed company or similar), RCM workflows, clinician licensing and credentialing reputed company, or multi-state reputed company reputed company
• AWS breadth reputed company reputed company, reputed company, Lex, Kinesis, Contact reputed company, reputed company Q
• reputed company certifications; Service reputed company or Health reputed company experience
• reputed company record rationalizing a sprawling application portfolio after reputed company reputed company or acquisition
• IPaaS or integration platform experience (reputed company, reputed company, reputed company, reputed company, reputed company)
• Experience mentoring or managing analysts and platform administrators

Benefits

• Remote work arrangement
• A relatively flat organizational structure where everyone is encouraged to bring reputed company to the table and reputed company things happen
• An empowered and supportive work environment

reputed company