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As a Senior Technical Product Manager you will be a key member of the team responsible for the product roadmap, execution, oversight, development, and management of Aledade’s Zendesk platform. This role involves crafting and executing the long-term vision for Aledade’s implementation of Zendesk, collecting feedback and gathering requirements from strategic stakeholders and business owners, and serving as the interface with tech and analytics partners to deliver high-quality solutions with the ability to scale. The Technical Product Manager is responsible for ensuring that the platform aligns with Aledade’s business objectives, while using extensive Zendesk knowledge and best practices to enhance our internal and external user experience and drive business value.
Job Responsibility:
Partner with business owners to cultivate a shared vision for Aledade’s Zendesk ecosystem, develop alignment on constraints, priorities and ideal end state, and be able to articulate and advocate for this perspective
Ongoing optimization of live user workflows and capabilities including monitoring of key metrics & user feedback
Work with internal teams and end users to develop a deep understanding of requirements, perform thoughtful solution design, use data to test hypotheses, and support teams throughout execution
Write detailed user stories for new features, capturing detailed descriptions of business rationale, requirements, and success criteria that are defined by measurable outcomes
Develop short- and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration
Requirements:
8+ years of product management experience in technology, technology-enabled services industry, or a SaaS product
Proven track record working as a product manager in customer service, contact center, and or ITSM space, including experience with Ticketing System, Knowledge Base, Explorer, Copilot, and Voice
Experience with SaaS ticketing systems especially, Zendesk, Salesforce, and/or ServiceNow
Experience with integrations between enterprise applications such as Zendesk and Salesforce, especially integrations utilizing middleware such as Mulesoft
Deep understanding of Zendesk and Salesforce platform features, capabilities, and limitations
Demonstrated innovation in designing SaaS product enhancements or features that significantly improve user experience and business outcomes
Experience using data and primary research to inform solution design and build internal business understanding
Experience with and understanding of the software development lifecycle and software development methodologies
Preferably experience with SAFe Agile / Scrum teams
Excellent organizational and communication skills with an emphasis on problem-solving and building subject matter expertise
Ability to effectively engage with diverse stakeholders, gather feedback, and clearly articulate product vision
Ability to analyze data, identify trends, and make informed decisions based on insights gained
Passion for understanding customer needs and delivering a user-centric experience
Knowledge or experience of the Salesforce platform
Knowledge of healthcare administrative and clinical data sets, including demographic, financial and clinical data
Basic understanding of healthcare administrative or clinical workflows for inpatient, ambulatory or ancillary services
Sitting for prolonged periods of time
Extensive use of computers and keyboard
Occasional walking and lifting may be required
Nice to have:
Knowledge or experience of the Salesforce platform
Knowledge of healthcare administrative and clinical data sets, including demographic, financial and clinical data
Basic understanding of healthcare administrative or clinical workflows for inpatient, ambulatory or ancillary services
What we offer:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
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