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Strategic Customer Engagement Onsite Services Manager (PM IV)

Location: Oakland, CA Additional Locations:

Marketing Sales Service and Admin 3100 Thornton, 3100 Thornton Ave., Burbank,California, 91504
Job Number: 843464 Date posted: 12/02/2019

The Product Management job function is responsible for all product management activities for an existing product line and/or product category. Responsibilities will include at the most senior levels, the development of an overall product, as well as managing the growth, maturity, & decline of a product post-launch which may include oversight of ongoing enhancements or extensions for an existing product line &/or line of business. Activities may also include the creation & management of a program or portfolio of products, a product line, & related services as appropriate. The Product Management job function is responsible for leading work throughout the product management process. This job function will capture & synthesize market data, including competitor & customer trends. The product &/or product line will also be managed to ensure that metrics are established (Examples of success metrics include, financial targets, membership targets, customer expectations, market requirements, internal performance metrics, etc.) & that the line of business & operational business targets are met or exceeded. Product enhancements are also identified & planned (as are product retirements). The Product Management function will ensure that the products brought to market meet customer (e.g., member, broker, consultant, purchaser, internal customers, etc.) needs & expectations. The product management role is responsible for leading cross-functional teams in a matrixed-management environment. The Product Manager may manage the resources and outputs of many generalist disciplines, from market research, product development, finance, product marketing, & systems implementation. The product management role partners closely w/ other functions such as compliance/regulatory, IT, strategy, sales, training, operations & administration etc. The Product Management job function is also responsible and accountable for leveraging the applicable components of the Product Development & Management Process (PDMP) & Comprehensive Delivery Process (CDP). The product management function will provide input on the PDMP process to ensure the process is current & aligned w/ what it takes to develop & manage products in the current environment.  

Essential Responsibilities:

  • Manages a single product portfolio and associated programs for a single business segment/market of moderate complexity.  

  • Guides the team to the planning and processes of online and office touch points, synching the user experience across channels (web, IVR, phone, in person, etc) and supporting multichannel experiences and escalation).

  • Acts as an advocate for the User Experience in an online design development and management process requiring experience with techniques for exploring and validating the user's needs (as well as the business needs) plus techniques for how to build these user insights into all phases of the process.

  • Leads activities and programs within the product management agenda to ensure that product agenda goals are achieved and projects and ideas move through the governance stage/gate decision process.

  • Accountable to the Regional and/or Functional leaders for the implementation of key financial performance of a KP product in the marketplace, ensuring that results meet or exceed those outlined in the Product Management/Development Business case.   

  • Manages consultant level engagements of moderate to complex scope for a given region, market segment or Product Management program.

  • Manages assessment of performance enhancement opportunities, line extension opportunities, and retirement recommendations.

  • Ensures that Program policies and programs are revised to incorporate best practices and pro-actively identify and resolve key issues that have required past remediation.

  • Acts as subject matter expert and content owner for all key Product Management initiatives and activities.

  • Makes presentations to regional senior leaders, sponsors and/or MSBD leads.

  • Provide feedback, validate and present recommendations based on solid business cases to validate future internet product/channel direction via high level business requirement identification, revenue forecasting and analyst and customer feedback.

  • Manages cross-functional teams, including Project Managers, to ensure that Product initiatives remain on track and deliver value outlined in the business case.

  • Responsible for implementing extremely complex product initiatives, influences all cross-functional leaders to implement changes necessary to meet market needs and support our brand.

  • Responsible for managing and/or directing vendor relationships, including network management where applicable.

  • Act as intermediary between e-Commerce department and various inter-departmental groups, among them Engineering, Quality/Assurance and Customer Service to ensure a continuous and successful end-user experience.

  • Acts as regional expert on technical matters, to team members and cross-functional staff.

  • Incorporate and communicate to team activities and updates relating to all Lifecycle Management activities including, Product Performance and Tracking & Reporting, Product Performance & Evaluation, Product Enhancements Planning and Product Retirement.

  • Leads Product Management team and stakeholder meetings.

  • Leads collaborative effort with Development Engineers, and key stakeholders to identify user cases and initial design requirements. Create high-level prototypes for usability and accessibility testing purposes. Review and update documentation as design evolves through multiple iterations.

  • The Product Management job function is responsible for leading Executive Sponsorship & stakeholder engagement throughout the lifecycle process. This responsibility includes identifying stakeholders, establishing regular updates, opportunities for discussion, & preparation for lifecycle review meetings w/ executive leaders and/or governance bodies. In addition, there will need to be extensive engagement w/ the Sales & Account Management, Marketing, Health Plan Administration, operational leadership & MSBD-VP and/or business line leadership. Other responsibilities for product management may include responsibility for vendor management, network management as needed based on the nature of the product, involvement in ensuring operational fixes &/or administrative issues are handled, business process & policy & procedure development & implementation support, involvement in development of product training content, product marketing content, change management, business requirement development, development or refinement of product performance tools & communication and product pricing. For National Benefits Design and Management, primary responsibilities include capturing & synthesizing critical market data (e.g. competitor benefit capabilities, industry standard benefit designs, & customer preferences and trends).

  • From a programwide perspective, responsibilities include ensuring programwide consistency & compliance across the regions from a benefits alignment perspective (e.g., proposal development for regional changes, monitoring regional benefits options for compliance w/ Programwide standards, etc.). Staff in the National Benefits Design & Management area also has accountability for partnering with key functional areas, business lines, regions, & systems partners w/in the organization to ensure alignment, consistency & compliance for our benefits across the program. Primary accountabilities for are to: 1. Designs & recommends changes & enhancements to benefit designs & benefit policies. 2. Develop & adopts best practice Programwide benefit policies & practices that result in flexibility & which accommodates a wide variety of choice to meet customer needs while minimizing differences that could affect inefficiencies in administration. 3. Provide subject matter expertise to Product Development & Product Management, other functional stakeholder groups (e.g., actuarial/pricing, underwriting, market research, competitive intelligence, legal, HealthConnect, Diamond, etc.), business line stakeholders (e.g., FEHB, National Accounts, etc.), regional stakeholders (e.g., regional benefits design staff), & Systems/IT partners (e.g., DSS, KPHC, Claims, etc.). 4. Increase benefits alignment across the regions in order to provide one KP face to the customer. 5. Assist in the development of benefit initiatives. Independent Contributors in this Product Management job function may also require a high level of proficiency in Product Development, Program Management & Project Management w/ experience in consulting, health insurance, insurance, operations, marketing, health plan administration, contract administration, claims processing, health care consulting, & provider (medical group) billing operations. Staff primarily accountable for Product Development activities &/or product regulatory technical specialists (who spend 80% or more of their time on Development activities only) should be matched to the Product Development job function. Staff primarily accountable for Project & Program Management (who spend 80% or more of their time consulting on Project/Program Management disciplines) should be matched to the Program and Project Management job function.

  • Basic Qualifications:


  • Minimum seven (7) years of related experience.   

  • Education

  • Bachelor's degree in related field, OR four (4) years of experience in a directly related field.   

  • High School Diploma or General Education Development (GED) required.

  • License, Certification, Registration

  • N/A

  • Additional Requirements:

  • Thorough knowledge of policies, practices and systems.

  • Regularly/frequently contributes to the development of new concepts, theories, methods, techniques, and standards.

  • Considered functional expert in field within KP.

  • Employs expertise as a generalist or specialist.   

  • Thorough knowledge of benefits, benefits administration and health care delivery from either or both a provider and payor perspective along with insurance industry policies, practices and systems.

  • Deep knowledge of online design principles, work trends, competition, technical limitations in order to design products and relationships between suites of related products appropriately.

  • A detailed knowledge of web development process (a requisite in order to be able to parse down the work properly, frame/phase the work so that it can be implemented and rolled out effectively, to meet expectations, deadlines and budgets).

  • Must be able to work in a Labor/Management Partnership environment.

  • Preferred Qualifications:

  • Minimum eight (8) years of health care industry, market segment or product management experience. Strong foundational understanding and experience navigating IT processes, org charts and accountabilities.

  • Minimum eight (8) years of health insurance, health plan administration, health care, benefit administration, or benefit policy experience a plus.

  • Minimum eight (8) years of prior product management experience within a relevant market segment preferred.

  • Minimum eight (8) years in a product development capacity preferred.

  • Minimum eight (8) years of key customer contact within a given market space preferred. 

  • Solid product management skills and background.

  • Excellent communicator, and skilled in developing and maintaining difficult relationships.

  • Enjoy managing a team and working in a collaborative environment.

  • Be flexible and adept at pivoting to meet market needs and expectations

  • Master's degree preferred.

  • Primary Location: California,Oakland,Kaiser Center 300 Lakeside St. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon - Fri Working Hours Start: 8:00 AM Working Hours End: 4:30 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Director/Senior Director Job Category: Sales and Marketing Department: Strategic Customer Engagement Travel: Yes, 10 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Sales & Marketing

    Careers In Sales & Marketing

    Apply your sales, account management, marketing, and product development skills as a member of our high-performing team. Kaiser Permanente's unique stance as an insurance provider and care delivery organization provides the key differentiation that rests at the core of our offering. This, coupled with an unwavering commitment to health advocacy and total health, drives our marketing and sales strategies — and it's what will set your career apart from the rest.

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