Product And Support Manager

Summary

Join Mindoula, a leading population health management company, as our Product & Support Manager. In this strategic leadership role, you will drive the design, development, and delivery of innovative product features while ensuring seamless platform functionality. You will collaborate closely with cross-functional teams, manage the product lifecycle, optimize support channels, and proactively resolve technical challenges. This role requires a graduate degree in information technology and proven experience in product management and support. You will be responsible for platform performance monitoring, vulnerability assessments, and data analysis to inform product strategy. The position is remote within the United States.

Requirements

• A graduate level degree in an information technology related field is required
• Proven experience in product management, product support, or a related field within a technology-driven environment
• Ability to analyze data, identify trends, draw conclusions, and determine solutions for platform projects and implementations
• Experience with technology platforms and stakeholder needs, to help with prioritizing development roadmaps
• Experience monitoring platform performance, addressing issues, and using data to guide decisions
• Ability to operate in a rapidly changing environment while considering new and untested approaches
• Exceptional interpersonal and organizational skills
• Excellent written and verbal communication skills
• Exceptional attention to detail

Responsibilities

• Collaborate with Program Leadership and key stakeholders to gather, document, and prioritize requirements for new features and product enhancements, translating business goals into actionable development plans
• Lead cross-functional initiatives with Product, Design, and Technology teams to define detailed specifications, ensuring the delivery of scalable, user-centric solutions, incorporating Program Leadership insight and feedback at all stages of the process
• Oversee the entire product development lifecycle, managing project timelines, risk mitigation, and deployment processes to ensure the timely delivery of high-quality features and solutions, communicating regularly with key stakeholders
• Drive the optimization of support channels, triaging and resolving user-reported issues to maintain platform stability and deliver an exceptional user experience
• Partner with Program Leadership to develop comprehensive communication and training strategies to ensure all users of the platform are fully equipped to adopt and benefit from product updates
• Collaborate with IT and development teams to ensure platform availability, optimize infrastructure performance, and quickly resolve system-related challenges
• Monitor platform health and performance metrics, proactively identifying and resolving potential issues to ensure system stability and scalability
• Partner with Security teams to conduct vulnerability assessments, penetration tests, and maintain high security standards to safeguard the platform and its data
• Analyze platform usage and user engagement, tracking feature adoption and generating actionable insights through dashboards and reports to inform product strategy and team training. Develop and lead plans to increase adoption of platform features to increase care team effectiveness and drive results
• Research and evaluate emerging technologies to propose innovative solutions that enhance platform capabilities and maintain a competitive edge in the market
• Serve as a key liaison between technical and business stakeholders, translating complex product concepts into clear technical specifications
• Identify and implement process improvements that streamline product development and delivery, boost operational efficiency, and enhance product quality
• Establish and maintain robust feedback loops by collecting insights from users, stakeholders, and support teams, translating feedback into prioritized product improvements, with input from Program Leadership, and communicating resolutions to drive continuous innovation
• Drive the development and implementation of scalable best practices, fostering a culture of operational excellence, innovation, and high performance
• Perform additional responsibilities as required, ensuring alignment with business objectives and long-term product goals

Benefits

This position works remotely, but must be located in the United States