Remote Product Manager

Summary

Join the CDC Foundation as a Product Manager to lead the delivery of high-quality products and systems that improve the availability and use of public health data to inform decision making. This role is aligned with the Workforce Acceleration Initiative (WAI) and will assist the Rhode Island Department of Health (RIDOH) in implementing modernization efforts, analyzing current processes, and planning for new system deployments.

Requirements

• Bachelor’s degree or higher
• Minimum of 5 years of related experience for cloud-based call/contact center platform deployments
• Previous experience with contact management systems and CRM systems, with a strong preference for Genesys Cloud and Salesforce

Responsibilities

• Analyze current and planned DOH processes across health programs to define future processes that take advantage of tools (such as Contact Management, CRM, and portal solutions/ systems) and coordination which have the potential to improve workflow, capacity, and efficiency
• Assist in the planning and preparation for implementing new systems and tools. This includes analyzing data to inform planning recommendations and deployment considerations, planning/timelines for training and deployment activities across multiple phases of a project, participating in user acceptance testing, troubleshooting issues, and ensuring that tools/solutions are deployed according to specifications
• Assist in the creation of RIDOH-specific training and agent guidance materials which incorporate new tool/system capabilities combined with DOH processes, policies, and standards. Conduct training sessions for end-users, as required
• Provide ongoing support to ensure the successful adoption of new tools/systems by agency staff (and community partners, where appropriate). Plan for and address any post-deployment issues, and recommend enhancements based on user feedback
• Utilize data analysis and visualization skills to identify trends, uncover problem areas, and present findings and recommendations to the supervisor. Analytical support may include the establishment and tracking of service level objectives (SLOs) for key workflows, analysis to uncover opportunities to increase operational efficiency through continuous improvement methods, data-driven recommendations for process improvements based on systems/tool capabilities

Benefits

Salary Range: $103,500 - $143,500 per year, plus benefits