Jobs at Reliance HMO

This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.   

You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle in all geographical markets.  
• Survey Program: Manage survey program to ensure all stakeholders within the organization are aligned on the why, who, when and how these surveys will be used.
• Customer Satisfaction and Strategic Planning: Develop and manage a comprehensive customer experience strategic plan, leveraging data-driven insights to inform monthly executive-level presentations, track progress, and drive execution across Reliance Health functions.
• Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed loop communication back to customers.
• Customer Journey Mapping: Reviewing current customer journeys across multiple service drivers, collaborating with key stakeholders, mapping the ideal journeys, and tracking performance.
• Service Playbooks: Working with key stakeholders to develop customer experience manuals to improve service delivery to enrollees, providers, and clients
• Facilitate Strategic Stakeholder Engagement through cross-functional summits, identifying root causes, brainstorming improvement ideas, aligning on success metrics, and agreeing on execution timelines. 

Requirements

Must Have:

• 5 years of experience in customer experience operations or management.
• Strong data analytics, process, communications, and follow through skills.
• Excellent presentation skills
• Excellent attention to detail and an intuitive eye for customer needs beyond the obvious 

Benefits

• A fantastic working environment that’s fully remote .
• Premium health insurance package.
• Collaborative and inclusive work environment. 
• Professional development, mentoring and growth opportunities.
• Unlimited Leave Days: Take the time you need to recharge and rejuvenate. 
• Learning & Development Benefit: We provide an allowance to support your ongoing professional growth and skill enhancement. 

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We are looking for an experienced Senior Product Manager to take on two of our most promising growth areas: Consumer Business and Small Business.

You will own the full user experience, from purchasing insurance to ensuring that the user can access care and renew their plans. Together with the business leader, you will have full ownership of ensuring that the business areas remain profitable with growing revenue numbers.

You will work with developing the commercial products, by exploring new opportunities such as self-serve processes, reducing risk with KYC, exploring new product offerings, and expanding our products to new markets. You will be instrumental in shaping the strategy of our insurance offering and ensuring that we meet the needs of our users when they need us the most.

Responsibilities: 

As Senior Product Manager for Telemedicine reporting to the SVP of Product, you will be required to: 

• Shape a compelling vision and strategy for your part of our product, based on a deep understanding of users’ needs, the market and the competition 
• Formulate hypotheses that help validate what experiences to design, implement, run and evaluate product experiments to reach your objectives 
• Evaluate the product success and ensure that we use data to drive product decisions.  
• Define and align meaningful objectives and key results and own the roadmap for your domain 
• Ensure that valuable features, enhancements, and bug fixes are prioritized and shipped, making thoughtful product decisions along the way, and sharing insights with the rest of the company 
• Manage internal and external stakeholders  
• Set the priorities for a cross-functional product team on a day-to-day basis, prioritizing sprints, removing blockers and ultimately building and owning a product with a real impact on our users 
• Be the expert in knowing who your customer is and what problems you are solving for, always taking decisions in favor of the customer 
• Be ultimately responsible for making that product valuable and viable 

Requirements

• Previous experience as Product Manager (minimum 5 years)
• Managerial experience (it is a plus if the candidate has experience training both junior PMs and can manage more senior PMs)
• Experience in taking a product from concept to launch, creating product roadmaps, driving UX decisions
• Experience at a high-growth company
• Experience working with commercial products (B2B & B2C)
• Proven record of improving product KPIs that are directly impacting user satisfaction
• Strong analytical skills, attention to detail and a passion for solving real problems
• Ability to build trust with key stakeholders to align multiple teams and deliver on strategic initiatives; experience working with internal and external stakeholders
• Data-driven, who use numbers to back up priorities and estimate impact before implementation begins of new initiatives
• Experience working in tools such as Metabase or Amplitude, to track product success and give insights on where improvements can be made in the user journeys.
• You have good verbal and written communication skills and the ability to communicate your product vision in simple and easy-to-understand language for a broad audience, including senior management, your teams, as well as colleagues from within and outside the team
• You are an empathetic product manager and are genuinely excited about our mission