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Group Product Manager, Patient Onboarding, Customer Experience

Company: Exact Sciences
Location: Redwood City
Posted on: April 3, 2024

Job Description:

Help us change lives

At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

Exact Science's Customer Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all our customers, across all channels (digital and physical). These journeys are grouped by Customer Types (e.g., Patient, Provider) and further categorized into a set of Value Streams (e.g., Onboarding, Motivate & Complete Screening, Result & Follow-up ). Each Value Stream has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

This position is responsible for defining the roadmap and driving delivery of all experiences and journeys within a Value Stream. In defining the journeys, this position must account for a holistic Service Design, which encompasses all touchpoints with a given customer, both digital and physical. This position ensures that business, user, and technology needs are met through continuous analysis, iteration, solutioning, and delivery.

This position manages a group of customer-centric, channel-agnostic Product Managers and/or Business Analysts charged with delivering against the responsibilities listed below.

This position lives and breathes product, value, user experiences, and technology - and can navigate between those spaces. You also love to innovate, are not afraid to fail, and know when to say no or pivot. This position enjoys both the strategic work of finding the best solution and the implementation work of how best to bring it to life for maximum impact. This person excels at working with non-technical teams across the organization to bring new initiatives to life - for example: lab, compliance, logistics, and beyond.

Essential Duties

Include, but are not limited to, the following:

  • Be the lead "voice of the Journey" for 2+ Journeys for all outside stakeholders to ensure that their digital needs are heard and that the delivery teams are getting the support needed.
  • Lead collaboration with delivery teams, Experience Business Leads (i.e., the most senior Product Manager accountable for the totality of a given Experience), and the Value Management team to develop Journey-level digital Objectives & Key Results (OKRs), measurement and reporting.
  • Lead defining and tracking KPIs based on Journey OKRs to garner actionable insights.
  • Facilitate collaboration with the Experience Business Lead and the Experience Design team to produce Service Design deliverables (e.g., Service Blueprints) that define journeys and experiences that are integrated, cross-touchpoint, cross-Customer Type, and Cross-Experience.
  • Lead Journey-level experience and technical discovery for 2+ Journeys with support from business partners, experience design, research, and delivery teams (may include co-creation workshops and/or prototyping).
  • Works with Experience Business Lead to adjust scope and roadmap - empowered to make final prioritization decisions for 2+ Journeys.
  • Lead definition of Epics, User Stories, acceptance criteria for 2+ Journeys - and ensure they are understood by delivery team.
  • Lead grooming and prioritizing backlogs for 2+ Journeys to ensure work is in line with Experience strategy and OKRs, which includes and is balanced across new development, non-functional requirements, and other technical work that leverages OKR and KPI data, research, industry trends, etc.
  • Review work completed by the squad, provide feedback, and accept work, as applicable.
  • Understand and help coordinate inter-delivery team and external dependencies, as applicable.
  • Supports the team in feature demos for stakeholders; provides product expertise, peer training, and consultation where necessary.
  • Recruit, inspire, mentor, and manage a group of customer-centric Product Managers and Business Analysts charged with delivering against the responsibilities above.
  • Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.
  • Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company's Quality Management System policies and procedures.
  • Maintain regular and reliable attendance.
  • Ability to act with an inclusion mindset and model these behaviors for the organization.
  • Ability to work designated schedule.
  • Ability and means to travel 10-25% between Exact Sciences locations (e.g., Madison, Redwood City). Minimum Qualifications
    • Bachelor's degree in Life Sciences, Engineering, Marketing, Business, Finance, or related field of study; or High School Degree/General Education Diploma and 7 years of relevant experience as outlined in the essential duties in lieu of Bachelor's degree.
    • 7+ years of experience working as a Product Manager, with at least 3 years in the digital domain using Agile / Scrum / Kanban methodologies.
    • Extensive experience leading cross-functional teams to deliver products/services.
    • Extensive experience applying techniques and methods of modern product management, product discovery, and product delivery - along with expertise with product management platforms and tools
    • Extensive experience facilitating the development of product vision, strategic roadmaps, and go-to-market strategy for services and products as part of a broader end-to-end user experience.
    • Expert problem-solving, organizational, and analytical skills with the ability to evolve product strategy based on research, data, and industry trends.
    • Expert business analysis skills; including, but not limited to, process and user flow definition and business KPIs.
    • Extensive experience translating complex user, business, operational, and technical requirements into clear epics, features, stories, and acceptance criteria.
    • Experience with A/B testing, user testing, user interviews, and conversions funnels.
    • Experience in relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning.
    • Extensive experience engaging with engineers, designers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.
    • Strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority.
    • Excellent written and verbal communication skills, with the ability to agilely adapt to the respective audience (team member to senior leadership).
    • Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.
    • Authorization to work in the United States without sponsorship. Preferred Qualifications
      • Experience recruiting, coordinating, developing, and managing a team of Product Managers and/or Business Analysts.
      • Experience in healthcare, wellness, or digital health.
      • Experience with service design and operations.
      • Understanding of user experience and human centered design.
      • Experience in digital analytics tools such as Piwik Analytics, Tableau, Google Analytics, etc., A/B testing tools such as AB Tasty, Optimizely, MoEngage, etc., and/or design tools such as Adobe XD, Figma, Sketch, etc.

        Salary Range:

        $152,000.00 - $242,000.00

        The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

        Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits .

        Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, email . We'll work with you to meet your accessibility needs.

        Not ready to apply? Join our talent community and stay up to date on what's new at Exact Sciences.

        We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law . click apply for full job details

Keywords: Exact Sciences, Redwood City , Group Product Manager, Patient Onboarding, Customer Experience, Executive , Redwood City, California

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