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Kaiser Permanente Social Health Operations Product Management IV, Program Lead in Oakland, California

The Community/Social Health Product Management job family has 5 defined Levels. The Product Management job function is responsible for all product management activities for any existing or new community or social health product or program. Responsibilities will include at the most senior levels, the development of an overall product and program, as well as managing the product and program launch and post-launch which may include oversight of ongoing enhancements for an existing product and program. Activities may also include the creation & management of a program or portfolio of products, a product line, and related initiatives, and/or services as appropriate. The Community/Social Health Product Management job function is responsible for leading work throughout the product/program management process. This job function will capture & synthesize market data, including competitor trends, community health needs assessments, neighborhood deprivation index information, health outcome data, human centered design, and other relevant data points. The product/program &/or portfolio will also be managed to ensure that metrics and outcomes are established & that the health outcome targets and/or objectives are met or exceeded. Product/Program enhancements are also identified & planned (as are product/programs retirements). The Product Management function will ensure that the products/programs brought to communities meet demonstrated social needs, and where applicable, quality outcome objectives. 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 research, product development, finance, communications, and marketing, & systems implementation. The product management role may also partner closely w/ other functions such as compliance/regulatory, IT, strategy, training, clinical, operations & administration etc.

Essential Responsibilities:

  • Manages a single Community and Social Health program/product portfolio plus associated programs as needed of high complexity. Provides strategic direction to develop program/product portfolio.

  • Leads the team through the planning and processes of online and office touchpoints syncing user experience across channels (web, IVR, phone, etc.) and supports multi- channel experience and escalation.

  • Advocate for the Community and Social Health user experience in an online design development and management process requiring expertise for exploring/validating the users/business needs with building user insights into all phases of the process.

  • Develops and leads activities and programs within the Community and Social Health agenda to ensure goals are achieved with projects and ideas moving through the governance gate decision process.

  • Accountable to Community and Social Health leaders for the implementation of key financial performance of a KP program/product ensuring that results meet or exceed those detailed in the supporting business case.

  • Manages consultant level engagements of moderate to complex scope for Community and Social Health.

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

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

  • Acts as a subject matter expert and content owner for all key Community and Social Health initiatives and activities.

  • Makes presentations to Seniors leaders and other governing boards as needed.

  • Provides feedback and offers validating and present recommendations based on solid business cases that detail future needs, remedies, financial targets, and consumer feedback.

  • Manages cross functional teams, including project managers, to ensure that Community and Social Health initiatives remain on target and deliver the value outlined in the business case.

  • Responsible for implementing extremely complex Community and Social Health product initiatives and influences all cross functional leaders to implement changes necessary to support the brand.

  • Responsible to managing or directing vendor relationships including network management where applicable.

  • Act as an intermediary between departments and various inter-departmental groups to ensure a continuous and successful consumer experience.

  • Act as technical expert on Community and Social Health technical matters for team members and cross-functional staff.

  • Incorporate and communicate team activities and updates relating to all Lifecycle management activities including program performance and tracking, evaluation, enhancement planning and retirement options.

  • Leads Program/Product management team and stakeholder meetings.

  • Leads collaborative effort with design engineers and key stakeholders to identify user cases and initial design requirements; create high level program prototypes for usability and accessibility plus review and update related documentation as needed.

  • The Product Management job function is responsible for leading Executive Sponsorship & stakeholder engagement of .multiple functions 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. 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, , change management, business requirement development, development or refinement of product performance tools & communication. From a program wide perspective, responsibilities include ensuring program wide consistency & compliance across the regions primary accountabilities are to: Design, pilot, and scale initiatives. Leverages learnings to inform and build the Social Health portfolio and improve the health and wellbeing of members and community.

  • From a Community and Social Health program wide perspective, responsibilities include ensuring program wide consistency and compliance from a benefits alignment perspective; this includes partnering with key functional areas, business lines, markets, and systems partners to drive accountability and results measurement.

    Basic Qualifications:

    Experience

  • Minimum twelve (12) years of prior product/program management experience within a relevant market segment required.

  • Minimum twelve (12) years in a product development/program management capacity required.

  • Minimum twelve (12) years of key customer contact within a given market space required.

  • Minimum five (5) years leadership experiencee with or without direct reports, managing complex programs/projects with direct or matrixed leadership responsibilities required.

    Education

  • Bachelors 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.

  • Deep knowledge of industry practices, techniques, and standards.

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

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

    Preferred Qualifications:

  • Experience in health care delivery from either or both a provider and payor perspective along with insurance industry practices and systems.

  • Masters degree preferred.

COMPANY: KAISER

TITLE: Social Health Operations Product Management IV, Program Lead

LOCATION: Oakland, California

REQNUMBER: 1032428

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, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

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