Job Details

Background:

The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar customer experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.

Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. At the heart of this strategy is BSWH's flagship digital product, MyBSWHealth. MyBSWHealth is a web and mobile application built on a modern tech stack that allows BSWH customers (patients, health plan members, employers) to seamlessly interact with every facet of BSWH's offerings via an intuitive and cohesive user experience. With over 3 million registered users, 800k+ monthly active users and a 4.8 App Store rating, MyBSWHealth is one of the most heavily utilized and loved health system apps in the country.

Position Summary:

At BSWH, we are on a mission to drive meaningful and sustained customer engagement by creating intuitive, personalized, and value-driven experiences that empower users to actively manage and improve their health.

We are seeking a Product Manager, Customer Engagement to lead initiatives that enhance user experience, retention, and satisfaction within our digital healthcare ecosystem. You will play a critical role in understanding customer needs, defining engagement strategies, and working cross-functionally to implement solutions that improve user interaction and long-term engagement.

This role requires a deep understanding of digital technologies, strong communication skills, and a customer-centric mindset with a proven ability to effectively collaborate with a wide array of stakeholders to bring new highly impactful products to market.

Key Responsibilities

Product Strategy & Vision

Partner with Customer Journeys teams to develop and articulate a clear product vision aligned with business objectives and customer needs

Define and prioritize product features which align with the Customer Journey teams goals, balancing customer insights, market trends, and technical feasibility

Execution & Delivery

Partner with Customer Journey, design, engineering, analytics and information technology teams to implement and deliver innovative and user-centric product solutions throughout the customer journey.

Advance the Customer Journey roadmap, ensuring timely execution and iterative improvements.

Collaborate with Customer Journey leads to define clear success metrics, analyze data, and optimize features to improve engagement and conversion rates.

Cross-functional Collaboration

Represent the MyBSWHealth product with a thorough understanding of the features, benefits, and applications of the product and services to effectively communicate its value and functionality to our stakeholders.

Work closely with stakeholders across business, technology, and customer experience teams to ensure alignment on priorities and goals.

Advocate for the customer by leveraging data, research, and usability testing to inform product decisions.

Drive agile methodologies and best practices for digital product development.

Customer Experience Optimization

Monitor and analyze customer journey data, identifying pain points and areas for improvement which inform product prioritization and optimization opportunities

Define, implement, and manage A/B tests to optimize digital user experiences and conversion rates.

Stay ahead of digital trends and emerging technologies to bring innovative solutions to the product.

Key Qualifications

3+ years of product management experience building consumer facing digital experiences. Experience working in healthcare is a plus.

Customer-centric mindset with a proven track record of building products that enhance user experiences.

Strong understanding of digital technologies, APIs, and data-driven decision-making.

Hands-on experience working within an Agile framework (Scrum, Kanban, or SAFe) to drive product development.

Extensive experience working with web analytics platforms such as Amplitude, Google Analytics, Adobe Analytics or Mixpanel to interpret data and generate actionable insights.

Strong knowledge of A/B testing platforms such as Amplitude Experiment to run iterative testing cycles and optimize digital products through rapid experimentation.

Ability to work cross-functionally with engineering, UX and analytics teams and execute in an autonomous environment.

Excellent communication skills, both verbal and written, with the ability to convey complex ideas in a clear and concise manner.

Strong problem-solving and troubleshooting abilities.

Flexibility and adaptability to changing priorities based on customer needs.

Bachelor's degree preferred in relevant field (e.g., Computer Science, Public Health, Program Development).

This is a remote position and compensation falls within our range of $75,899/year (for entry-level qualifications) to $131,268/year (for highly experienced qualifications). Salary is determined on a sliding scale based on experience and skill sets.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's

• EXPERIENCE - 2 Years of Experience

Key Qualifications

3+ years of product management experience building consumer facing digital experiences. Experience working in healthcare is a plus.

Customer-centric mindset with a proven track record of building products that enhance user experiences.

Strong understanding of digital technologies, APIs, and data-driven decision-making.

Hands-on experience working within an Agile framework (Scrum, Kanban, or SAFe) to drive product development.

Extensive experience working with web analytics platforms such as Amplitude, Google Analytics, Adobe Analytics or Mixpanel to interpret data and generate actionable insights.

Strong knowledge of A/B testing platforms such as Amplitude Experiment to run iterative testing cycles and optimize digital products through rapid experimentation.

Ability to work cross-functionally with engineering, UX and analytics teams and execute in an autonomous environment.

Excellent communication skills, both verbal and written, with the ability to convey complex ideas in a clear and concise manner.

Strong problem-solving and troubleshooting abilities.

Flexibility and adaptability to changing priorities based on customer needs.

Bachelor's degree preferred in relevant field (e.g., Computer Science, Public Health, Program Development).

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.