IT Staff Product Manager

Role overview Own the product direction for an organization’s core business applications, bringing discovery, prioritization, and measurable outcomes to systems that have often been managed reactively. The role leads a major CRM implementation and shapes the roadmap for contact center, service management, and related enterprise tools, with latitude to consolidate, retire, automate, or retain applications based on operational needs.

Responsibilities - Maintain a prioritized application portfolio roadmap and explain its tradeoffs. - Observe how teams across contact center, customer service, revenue cycle, finance, people operations, and clinical operations work before defining solutions. - Write actionable requirements with problem statements, scope, acceptance criteria, and success measures; report outcomes such as handling time, request cycle time, adoption, and cost per seat. - Lead CRM implementation planning, including phasing, vendors, data migration, user acceptance testing, cutover, and post-launch support. - Guide contact center capabilities such as routing, self-service flows, integrations, agent workspaces, and quality analytics. - Improve service request intake and oversee integration architecture with engineering partners.

Requirements - Product management experience for enterprise applications, including roadmap ownership and discovery with operational teams. - Ability to turn user needs into clear specifications, priorities, and measurable outcomes. - Experience leading complex platform implementations, migrations, or integrations and coordinating vendors and internal partners. - Confidence making and communicating prioritization decisions, including declining requests when they do not fit the roadmap. - Strong writing skills, including precise requirements and concise executive summaries. - Working knowledge of regulated environments and frameworks such as SOC 2, HIPAA, or HITRUST.

Nice to have - Healthcare, telehealth, digital health, electronic health records, revenue cycle, credentialing, or multi-state clinical operations experience. - Salesforce Service Cloud or Health Cloud experience or relevant certifications; familiarity with contact center tools and broader cloud services. - Background in integration platforms, application portfolio rationalization, or mentoring analysts and platform administrators.

Benefits Salaried benefits include medical, dental, and vision coverage; flexible spending or health savings accounts; flexible paid time off; a 401(k) with company match; and life and pet insurance.