Senior Product Operations Manager - Web

The eBusiness group at John Muir Health is a dynamic, well-organized team that is passionate about creating innovative web and mobile products that will revolutionize healthcare delivery. In just the past three years, we’ve created a new team, launched a patient portal, a mobile app, a physician portal, and are building innovative applications while fully committed to Agile philosophies that will raise the bar on how healthcare is delivered.

Sr. Product Operations managers are accountable for the successful rollout and ongoing success of eBusiness applications. They are at the forefront of change and innovation. They are the voice of the customer and ensure our end users and internal customers reap the full benefits of our applications. They are natural leaders who exhibit following traits: Inspiring leaders. They see business goals with clarity. They are strong communicators, navigate organizational hierarchies, and effectively influence across functions. Goal-driven designers. They identify and account for operational dependencies. They assemble and lead cross-functional teams. Their workplans are detail-oriented and proactively anticipate roadblocks. Empathic partners. They place end users and internal customers above everything else. They are action-oriented and react immediately when issues are reported. They are adept at leading through change with ease and confidence. Domain experts. They understand the organization and its operational workflows. They speak eloquently about our products and processes. They know our patients

* Lead the rollout of eBusiness applications within the organization. Create cross-functional teams that include key stakeholders and functional leaders. Define project plans, track execution against it, and lead team meetings. * Be an ambassador of eBusiness and our products within the organization. Present our applications and processes with eloquence and depth. * Drive end-user adoption by ensuring office and clinical staff is aware and properly trained on eBusiness applications. Organize brown bags, Q&A sessions, and regularly visit our ambulatory clinics and practices. * Deliver introductory product training. Create training and promotional materials in support of new products or features. * Be our end-user liaison. Monitor patient feedback and respond to their inquiries and comments. Analyze and report on support trends. * Manage vendor relationships. Negotiate renewals and new vendor selection * Be an active member of product teams. Influence product strategies and roadmaps.

* A minimum of 5+ years of experience in at least two of the following areas: Program Management, Professional Services, or Customer Support. * Ability to work in cross-functional teams, understand the organizational landscape, build relationships, and influence others towards a common goal. * Proven ability to communicate, facilitate, and drive change within an established organization. * Team player and customer-focused. Passionate about exceeding customer expectations. * Experience leading projects across multi-functional teams, identifying responsible parties, removing blockers and driving projects through successful completion. * Experience managing support queues, tracking fixes, and communicating status and resolution to end users. * Excellent written and verbal communication skills across organizational levels. Experience creating and delivering high-quality presentations and documents. * Strong organizational and multi-tasking skills. Attention to detail a must. * Familiarity with health care delivery processes highly desirable. * Bachelor’s degree required.