Product Manager - Member Service & Chat Data Products

Summary

Highmark Health is seeking a Product Manager to lead member service and chat data products. The role will define product vision and strategy, manage roadmaps and backlogs, govern data products, and use member interaction data to improve member experience, service operations, and enterprise insights.

Responsibilities

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value. Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels
• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities
• Represent the product in all governance meetings
• Clearly sets and communicates roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels
• Serve as accountable owner for the sets of products/tools within the designated portfolio
• Identify and drives both cross-product and cross-customer value and shared learnings
• Own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog
• Other duties as assigned

Skills

• This role requires demonstrated experience leveraging member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel engagement platforms to improve member experience, optimize service operations, and enable actionable insights for business and operational teams
• The ideal candidate will possess strong data product management expertise, including the ability to define and deliver trusted, reusable data assets spanning customer interactions, communication preferences, service outcomes, and engagement behaviors, while ensuring data quality, governance, and regulatory compliance
• A core component of this role also includes the ability to identify and sequence innovative data products, develop strategic roadmaps aligned to member experience and operational objectives, and evaluate data quality, accuracy, accessibility, and availability requirements to maximize business value and enterprise adoption
• * Bachelor's Degree in science, technology, mathematics or related field OR relevant experience and/or education as determined by the company in lieu of bachelor's degree
• * 3 years of Product experience
• * 3 years with the Software Lifecycle
• * 1 year of Advanced domain experience
• * Business Acumen for P&Ls
• * Communication
• * Conflict Management
• **Travel Requirement:** 0% - 25%
• * 1 year with the Agile process

Qualifications

Must Haves

• This role requires demonstrated experience leveraging member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel engagement platforms to improve member experience, optimize service operations, and enable actionable insights for business and operational teams
• The ideal candidate will possess strong data product management expertise, including the ability to define and deliver trusted, reusable data assets spanning customer interactions, communication preferences, service outcomes, and engagement behaviors, while ensuring data quality, governance, and regulatory compliance
• A core component of this role also includes the ability to identify and sequence innovative data products, develop strategic roadmaps aligned to member experience and operational objectives, and evaluate data quality, accuracy, accessibility, and availability requirements to maximize business value and enterprise adoption
• * Bachelor's Degree in science, technology, mathematics or related field OR relevant experience and/or education as determined by the company in lieu of bachelor's degree
• * 3 years of Product experience
• * 3 years with the Software Lifecycle
• * 1 year of Advanced domain experience
• * Business Acumen for P&Ls
• * Communication
• * Conflict Management
• **Travel Requirement:** 0% - 25%

Nice to Haves

• * 1 year with the Agile process

Benefits

• Remote work arrangement