Product Manager, Digital Tech Support

Description

The product manager for Digital Technical Support (DTS) shapes the service capability and service software strategy for the DTS team, which sits within Global Services.

The role works with the DTS team, services product management, Global Services and commercial leadership, product support engineering, technical solutions consultants, digital implementation leadership, technical support engineering, cross-functional software teams, distributor service leadership, and other global stakeholders.

The work covers market research, gathering internal feedback, finding unmet customer and DTS needs, and designing new or incremental improvements to DTS capabilities, delivery methods, and processes.

The role serves the goals of both Global Services and the product teams.

Responsibilities

• Lead product management for DTS, working with key business partners and stakeholders to build efficient, scalable, customer-focused support for the company's digital product portfolio.
• Keep a detailed understanding of how DTS delivers service today, so you can spot pain points, inefficiencies, and chances to improve support.
• Turn DTS feedback, customer insight, and market research into roadmaps that connect customer outcomes, the target DTS experience, and business goals.
• Write user and product requirements for current and planned service solutions and software.
• Work with software engineering, interaction design, human factors, and other internal partners to improve service delivery software for efficiency and customer experience.
• Build business cases for new features, capabilities, and service technology that cover desirability, viability, feasibility, and ROI, and win support and funding from leadership and stakeholders.
• Act as the DTS subject matter expert for Global Services and product development.
• Collect, prioritise, and act on DTS team feedback during product launches.
• Build and maintain your expertise through conferences, customer visits, job shadowing, and similar activities.
• Run market research with leadership when needed to test hypotheses and back DTS needs with customer experience data.
• Set and track goals for priorities, making sure they match business unit goals and corporate objectives with leadership.
• Carry out other related duties assigned by Global Services leadership.

Requirements

• At least 5 years of professional experience in product management, digital product support, digital product or software engineering, software quality engineering, or an equivalent role.
• Experience with product management, continuous improvement, Lean, or Six Sigma, or equivalent.
• Strong critical thinking, close attention to detail, and comfort making data-driven decisions.
• Experience leading cross-functional teams, formally or informally, to deliver key initiatives.
• Experience building business cases from qualitative and quantitative data to secure funding and resources, and taking part in budget planning and negotiations.
• Excellent written and verbal communication, including presenting complex topics to cross-functional audiences, director and VP-level leaders, and global stakeholders.
• Results-driven, well organised, and skilled at project management, with the ability to juggle several initiatives and deadlines at once.
• Experience investigating and defining complex problems before solution development starts.
• Experience with market research, voice of customer or voice of service feedback, or equivalent.
• Able to work independently and ask for advice when needed.
• Strong knowledge of the MS Office suite.
• Knowledge of medical device service operations or healthcare systems is a plus.
• A bachelor's degree in a related field is required.
• An MBA is preferred.

Conditions

The company and its customers may require proof of current vaccination against certain diseases, including COVID-19, and requirements can vary by role.

Some roles are subject to U.S. export controls. Your application details may be used to decide whether an export license or a Technology Control Plan (TCP) is needed.

Obtaining a government export license can take 3 to 6+ months, and a TCP typically adds 2 weeks to hiring.

For export-controlled roles, offers depend on an approved export license and/or an executed TCP before the start date, within a timeframe that does not unreasonably delay hiring.

Qualified applicants with arrest and conviction records will be considered under fair chance laws.

The job level may differ from the one listed, depending on business need and the chosen candidate's experience, knowledge, and skills.

Pay is set mainly by the job level the role is filled at and the candidate's qualifications, in line with applicable law.