Blue Shield of CA
Product Manager, Consultant - Digital Experience
Blue Shield of CA, Long Beach, California, us, 90899
Your Role
The Product Manager, Consultant - Digital Experience will drive improvements in digital satisfaction, MSAT, and Digital NPS by leveraging advanced analytics and observability tools to proactively identify and resolve user experience issues. Integrating survey and monitoring data, this role aims to reduce friction, improve site health/service availability, and deliver measurable customer experience gains.
Own the backlog and outcomes for digital observability and experience analytics - integrate Dynatrace Real User data and digital survey data to reduce friction, cut MTTD/MTTR, and lift Digital Satisfaction, MSAT, and NPS.
Your Knowledge and Experience
Requires a bachelor's degree in Business, Finance, Economics, Public Health, Information Technology, or related field; master's degree preferred
Requires at least 6 years of experience in digital product management, analytics, or business-IT analysis
Requires experience developing and communicating a clear product vision and roadmap. Ability to balance short-term deliverables with long-term strategic goals
Requires experience working with digital platforms, mobile apps, and web technologies
Requires advanced proficiency with Jira, PowerPoint, and observability platforms such as Dynatrace, Verint, or similar
Requires experience working with sensitive data within healthcare, healthcare payer, or similar highly regulated industry
Experience with Voice-of-Customer programs (e.g., CAHPS, NPS, Forrester, etc.) strongly preferred
Must have strong negotiation and conflict resolution skills and experience to manage and align diverse stakeholder groups, including business, IT, and external partners
Understanding API integrations, software development lifecycles, and technical documentation
Certified Scrum Product Owner (CSPO), PMI-ACP, or similar Agile certifications highly desirable
Familiarity with agentic AI systems and autonomous workflows for incident resolution and infrastructure optimization
Strong analytical, problem-solving, and communication skills (written and verbal)
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Own the backlog and outcomes for digital observability and experience analytics - integrate Dynatrace Real User data and digital survey data to reduce friction, cut MTTD/MTTR, and lift Digital Satisfaction, MSAT, and NPS.
Your Knowledge and Experience
Requires a bachelor's degree in Business, Finance, Economics, Public Health, Information Technology, or related field; master's degree preferred
Requires at least 6 years of experience in digital product management, analytics, or business-IT analysis
Requires experience developing and communicating a clear product vision and roadmap. Ability to balance short-term deliverables with long-term strategic goals
Requires experience working with digital platforms, mobile apps, and web technologies
Requires advanced proficiency with Jira, PowerPoint, and observability platforms such as Dynatrace, Verint, or similar
Requires experience working with sensitive data within healthcare, healthcare payer, or similar highly regulated industry
Experience with Voice-of-Customer programs (e.g., CAHPS, NPS, Forrester, etc.) strongly preferred
Must have strong negotiation and conflict resolution skills and experience to manage and align diverse stakeholder groups, including business, IT, and external partners
Understanding API integrations, software development lifecycles, and technical documentation
Certified Scrum Product Owner (CSPO), PMI-ACP, or similar Agile certifications highly desirable
Familiarity with agentic AI systems and autonomous workflows for incident resolution and infrastructure optimization
Strong analytical, problem-solving, and communication skills (written and verbal)
#J-18808-Ljbffr