Product Manager, Employee Experience at Jhpiego - John Hopkins University

Key Responsibilities

• Collaborating with client operations, service delivery, and sales teams to gather feedback, refine processes, and launch new service features.
• Leading product discovery sessions to capture requirements that improve delivery workflows, resource planning, and client-facing tools.
• Working closely with UX and engineering vendors to ensure timely, high-quality releases.
• Defining and evolving the product roadmap for service offerings (e.g., employee engagement platforms, service delivery platforms, automation tools).
• Aligning product goals with broader service delivery KPIs—quality, turnaround time, cost-efficiency, and customer satisfaction.
• Identifying innovation opportunities to enhance service experience and value.

Requirements

• Should have 8 years product management experience, preferably in a service-based or operations-heavy environment
• Strong track record of designing and launching products or platforms that support service delivery, employee / community engagement and/or client enablement.
• Solid understanding of service operations workflows, quality frameworks, and client lifecycle management.
• Excellent communication, presentation, and negotiation skills Ability to navigate an organization
• Understanding of SLA / KPI frameworks in managed services or outsourcing environments.
• Strong organizational and project management abilities, with a strategic mindset focused on long-term success.
• Strong track record of designing and launching products or platforms that support service delivery, employee / community engagement and/or client enablement.

What we Provide

• Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.