Product Manager, Support & Services (Long Branch)

  • Long Branch, NJ


: $177,070.00 - $177,070.00 /year *

Employment Type

: Full-Time


: Advertising/Marketing/Public Relations

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Transforming the future of healthcare isnt something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.

Here at Change Healthcare, were using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If youre ready to embrace your passion and do what you love with a company thats committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

The Product Manager, Support & Services Services is motivated by delivering customer value and driving business growth to improve the customer experience and outcomes through the development of customer centric products, programs and initiatives. This role is responsible for the product management that drives the $300 million Maintenance and Services revenue stream for the global organization. As Product Manager, Support & Services , they are responsible to identify opportunities to grow and protect revenue streams through PR, Marcom generation, new product innovation and continuous improvement. This role represents the inflection point between innovation, global enterprise transformation, and a culture of thought leadership.

The Product Manager, Support & Services is a highly visible, and critical, strategic role within Change Healthcare's Enterprise Imaging Operations organization. This leader will have a material, strategic impact across the Change Healthcare enterprise and responsible for identifying attrition risk and mitigation plans with our customer base in addition to identifying growth potential and expansion opportunities. As such, the successful leader will collaborate with customers and partners to identify and define strategic improvements that will enable CHC to drive customer success.

To execute on the voice of the customer, this role will in turn lead strategic programs utilizing Change Healthcares internal partners and functions. Results of these programs will drive Change Healthcare's long-term capabilities and expanded Customer Services & Maintenance offerings. The Product Manager, Support & Services will ensure that our customers are successful in the adoption of our products and offerings, allowing them to realize the full value of Change Healthcares Operations Organization. This includes developing and executing the Loyalty Program, resulting in a capability that will accelerate the time it takes for customers to achieve success through the Programs offerings. This strategy will include crafting and implementing an efficient and scalable process to be leveraged across Imaging Operations. The role will be responsible for the continuous improvement of results in addition to reporting those results and business plans to key partners ensuring support, buy-in, and alignment across the leadership team. The ideal candidate will be able to work across business units and can comfortably communicate with executive leadership. Effective measurement and management of resources with diverse knowledge is a required skill set.

Responsibilities include:

  • Responsible for multi-generational plan to continue to drive maintenance revenue and outline profitable growth opportunities for the organization.
  • Manage and drive improvements to customer attrition (customers leaving) and compression (discounting) through collaborative and cross-functional initiatives. Understand key drivers of attrition and compression, determine key root causes and drive organizational action plans to improve both metrics.
  • Deliver the vision and strategy for the Enterprise Imaging Loyalty Program to meet our KPI targets and regularly report to Senior Management on target performance.
  • Drive resources to execute on program benefit innovation efforts, from concept through commercialization and operationalization, including voice of customer research, definition of customer and product requirements, legal & regulatory reviews, and value proposition, management of new offerings launches and sales training/readiness.
  • Build and nurture relationships and interlock with key internal partners (i.e., sales, services, product teams, partners, and operational groups) to ensure strategic and tactical alignment of priorities and delivery processes.
  • Work closely with the Marketing team to provide relevant content and support any marketing initiatives that will drive program awareness, enrollment, engagement, adoption and incremental revenue.
  • Work closely with Support, Services, Product Management, Sales, and key stakeholders to ensure customer adoption success through retention, expansion, and adoption opportunities.
  • Advocate product adoption as a key customer benefit across the business units, regions and functions at a Global level.
  • Manage other cross-business or loyalty initiatives leading to improved customer experience as needed.
  • Be an agent for change. Empower and inspire the organization through leadership, effective communication and change management.
  • Minimum Experience:

  • 6+ years of Product management experience
  • 2+ years of lead experience
  • Additional Knowledge and Skills

  • Experience in product development processes and product introductions into the market
  • Comfortable working in a fast-paced, highly matrixed environment at a global level and collaborating with large cross-functional teams across the organization
  • Mastery of knowledge in the following key competencies: 4 Ps (Product, Price, Promotion, Placement) and marketing mix, customer segmentation, value proposition and go to market program development and execution
  • Excellent listening skills, the ability to clearly communicate verbally and in writing, and a general knowledge of operating plans as well as industry practices for promoting and selling similar products
  • This position requires a team oriented approach and interacts with varying levels of internal and external personnel
  • Strong professional networks and the ability to influence without authority are required
  • Persuasive communication across a diverse group of stakeholders and presentation acumen, as well as analysis and reporting of results are required
  • Strong marketing mindset and customer focus are essential
  • Demonstrated ability to work across divisions and with consulting agencies to tackle business improvement problems
  • Six Sigma experience preferred
  • Education:

    4-year degree in Business Administration or related field or equivalent experience

    Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

    Equal Opportunity/Affirmative Action Commitment

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

    Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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