Senior Technical Product Manager (Zendesk)
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 Aledades Zendesk platform. This role involves crafting and executing the long-term vision for Aledades 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 Aledades business objectives while using extensive Zendesk knowledge and best practices to enhance our internal and external user experience and drive business value.
Primary Duties
- Partner with business owners to cultivate a shared vision for Aledades 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.
Minimum Qualifications
- 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.
Preferred KSAs
- 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.
Physical Requirements
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
Who We Are:
Aledade a public benefit corporation exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014 and since then weve become the largest network of independent primary care in the country - helping practices health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally by creating value-based contracts across a wide variety of health plans we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients good for practices and good for society - and if youre eager to join a collaborative inclusive and remote-first culture - youve come to the right place.
What Does This Mean for You
At Aledade you will be part of a creative culture that is driven by a passion for tackling complex issues with respect open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences interests backgrounds beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment we offer the following comprehensive benefits package designed for the overall well-being of our team members:
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
401(k) with up to 4% match
Stock options
And much more!
At Aledade we dont just accept differences we celebrate them! We strive to attract develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit qualifications performance and business needs. All qualified candidates will receive consideration for employment without regard to age race color national origin gender (including pregnancy childbirth or medical conditions related to pregnancy or childbirth) gender identity or expression religion physical or mental disability medical condition legally protected genetic information marital status veteran status or sexual orientation.
Privacy Policy:By applying for this job you agree to AledadesApplicant Privacy Policy available at Experience:
Senior IC
Key Skills
- Project Management Methodology
- Program Management
- SOAP
- Agile
- Oracle EBS
- Apache Pig
- Adobe Experience Manager
- Jira
- Release Management
- Scrum
- SAS
- SDLC
About Company
Aledade works with independent practices, health centers, and clinics to build and lead Accountable Care Organizations (ACOs) anchored in primary care.
