Description Reporting to the Sr Manager of Business Technology Support and Voice Channel the Sr Product Manager is responsible for managing the enterprise solutions for key customer experience supporting solutions, including but not limited to, IVR and Omni Channel Communications Content management. They will participate in roadmap planning, strategic and operational initiative execution as well as vendor and product support analyst oversight. The Product Manager will also participate cross-functionally in business planning efforts to support broader technology and business strategies and may be responsible for assigning and monitoring work of team members and providing guidance and leadership for other multidisciplinary efforts. This position will require some statewide travel to Northern and Southern California locations.Essential Responsibilities:
Ability to operate at a strategic business level to ensures projects/programs are in line with Blue Shield of California strategic goals
Ability to consult with all levels including senior management, make recommendations, and influence decision-making.
Leverages cross-functional internal and external relationships to drive initiatives forward.
Ability to effectively maneuver through organizational dynamics and tailor approach and delivery methodology to ensure optimal outcome.
Plans and implements multiple and extremely complex projects/programs spanning across business areas.
Proven ability to determine key business issues, develop effective action plans and implement to successful conclusion.
Problems and issues faced are numerous, and typically undefined where information is difficult to obtain. Conducts extensive investigation, critical thinking to understand root cause of problems and develops new perspectives and innovative approaches on existing or new problems.
Manage communications internally and externally with pilot partners
Requires ability to communicate with executive leadership regarding matters of significant importance to the organization.
Generally, conducts briefings with senior leaders on progress of portfolio of work
May direct the work of other individual contributors and/or act as a cross-functional team lead.
Qualifications Knowledge& Experience:
Technically proficient having broad background in problem solving tools.Lean, Six Sigma certification or Project Management certification preferred.
Knowledge in all phases of testing (QA, UAT, Usability) and implementation of Voice or Communications technologies
Strong negotiation skills
Experience in conversational aka Natural Language (Voice User Interface) design preferred
The ability to effectively communicate in written and verbal formats to all levels of the organization (from entry level to EVP)
Experience with telephony platforms and call routing methodologies (Avaya AAEP and Interaction Center specifically) preferred
Experience managing multiple initiatives consecutively and effectively to meet budgetary and timeline criteria
SQL and data management experience
Experience in both Agile an Waterfall release methodologies
Experience managing omni-channel solutions
Internal Candidate Additional Qualifications:
Must be meeting or exceeding in current role
Not on a performance improvement plan
Must be in current role for at least 6 months
Must have proven history of effective systems implementation and operationalization
Physical RequirementsOffice Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork Activity level: Sedentary, frequency most of work day.