: Payer – Executive Director, Product Market Strategy
311 Arsenal Street
Watertown, MA 02472

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External Job Title: Executive Director, Product Management

Internal Job Title: Executive Director Product Management

Job Profile Code: 101061

Cohort: Executive Director

Department: Varies (COO Org)

Reports to: General Manager (SVP)

Number of fulltime-equivalent direct reports: 4-6+

Commission Eligible: N/A

FLSA Classification:

Full Time Location of Role: WAT

Travel: 20-30%

The Opportunity:

Position Summary:

The Executive Director of Product Management will act as holistic owner of the product experience that will drive future product development priorities for their product portfolio. These will include working with the General Manager and Services Leaders to establish the product vision; engaging with the customer base to identify and represent the users of the product; setting the priorities for development resource allocation; and helping to manage the direction of scrum teams. The Executive Director will interface with key leaders from across the organization to ensure consistency with all athena products. They will have a team of 4-6 direct reports (with additional indirect reports) responsible for managing the key areas of the product. Their team will be charged with successfully understanding and responding to trends in the marketplace that impact future vision and roadmap of the product portfolio; grooming actionable backlogs of user stories for scrum teams; and helping to drive overall growth and effectiveness across the entire products scope.


Responsibilities include but are not limited to:

Act as Voice of Customer to Help Prioritize Product Vision

  • Act as an expert in market and competition for your services; understand what's next and when to stay the course
  • Evaluate and respond to top product optimization opportunities from clients
  • Define new products and services by outlining approach to achieve desired outcomes within the boundaries of products
  • Enforce product boundaries that aligns with product strategy
  • Support resolution of product related prospect & client escalations
  • Develop perspectives on comprehensive product design, inclusive of software, knowledge, and service
  • Collaborate with Cross-Product Management Leaders to align on athena-wide success metrics including gross margin, Net Promoter Score, and KLAS rankings
  • Own, maintain and update the service description with changes to products
  • Provide partnership and perspective to Product Marketing leaders that help elevate communications to customers and prospects
  • Determine strategies for knowledge-sharing between Product Management partners (including key clients, Sales, Account Management, Service Teams, etc.)

Product Roadmap Creation / Collaboration

  • Leverage insights and feedback from both clients and internal partners, in order to streamline process of gathering ideas/inputs that improve holistic product decisions
  • Maintain consistent and cooperative relationships with key network and client stakeholders peer groups included third party vendors and other contributors to ensure effective communication, timely decision making and appropriate escalation paths
  • Develop and author annual product roadmap
  • Represent the customer; responsible for end-to-end customer journey and touchpoints
  • Make critical business decisions including pricing and build vs. buy
  • Drive all Product Launch decisions including the management of all alpha/beta feedback
  • Gain inputs from Product Management team that help drive portfolio and product strategy
  • Act as accountable party for long-term portfolio and product strategy
  • Define priorities for company release cadence process (PRSM) and work with Product Marketing on proper client and organizational messaging
  • Work to resolve issues by coordinating and influencing internal and external stakeholders as necessary
  • Collaborate with all members of the scrum teams (including architects, UX staff, engineers, and process innovators) on the Agile development process to ensure consistent delivery of product releases
  • Prioritize features, enhancements, bugs, and make trade-off decisions
  • Ensure continued development of product management team by implementing solutions for learning and teaching
  • Provide opportunities for learning about the market and about product management best practices, in order to elevate the overall Product Teams capabilities

Team Leadership

  • Meet scorecard goals by Leading, inspiring, and developing a team of athenistas, modeling effective relationship building, ensuring high employee engagement and managing staff career progression
  • Lead workforce planning, staffing/forecasting of resource requirements across multiple geographies. Continually assess and optimize team structure as well as processes, policies and procedures to ensure the efficiency and effectiveness
  • Set expectations of direct reports and indirect reports, offering effective delegation and feedback
  • Set and monitor annual performance goals & objectives, including responsibility for performance appraisals
  • Effectively prioritize work assignments for shared team resources as needed

Education, Experience, & Skills Required

  • Bachelors Degree required; Degree (Bachelors or Masters) in Computer Science, Business, or Product Design preferred
  • Understanding of healthcare / health IT environment preferred
  • 15+ years relevant product management experience with at least 3+ years leading large-scale consumer products brands
  • Technical understanding (mobile, SaaS, data) ability to gut check technical feasibility and timelines and remove technical development barriers
  • Understanding of product management best practices, including agile development environments; Agile certification a plus
  • Proven track record of successfully defining and managing consumer-oriented products throughout the entire product life cycle
  • Experience successfully managing both beta and QA releases
  • Domain experience in health care is preferable
  • Deep analytical skills
  • Experience with escalation management
  • Excellent verbal and written communication skills
  • Experience leading teams and managing direct reports

    Behaviors & Abilities Required:

  • Passion for improving healthcare, with empathy for the user of our products and services
  • Ability to understand customer experience and impact of user interface design
  • Can deal comfortable with enterprise clients and understands how they work and think; can craft approaches that are effective for important external stakeholders.
  • Sees ahead clearly, can coach and influence others to anticipate future consequences and product trends accurately; has broad knowledge and perspective, and is future oriented.
  • Ability to make sound product design decisions based on internal (business) and external (customer) requirements
  • Drives results translates the overall objectives of the organization into actionable, quantitative plans and demonstrates an ability to overcome obstacles to delivery successfully
  • Appreciation for the software development process and the varying personalities in the cross-functional groups we work with
  • Ability to whiteboard strategy discussions with directs, help directs understand and own the overall strategic direction as well as executable plan to push out to broader teams
  • Travel required, predicting 20-30%; time may vary and will include client site visits, conferences, trade shows, Sales and Marketing events, and trainings

    ____________________________________________________________________________________________________

External Job Title: Executive Director, Product Management

Internal Job Title: Executive Director Product Management

Job Profile Code: 101061

Cohort: Executive Director

Department: Client Org (athenaCare)

Reports to: David Tassoni

Number of fulltime-equivalent direct reports: 4-5

Commission Eligible: no

FLSA Classification: Exempt-HCE

Full Time Location of Role: Watertown, MA

Travel: 25%

Position Summary:

The Executive Director, Product Management, Client Organization is responsible for understanding the service needs of athenahealth users throughout their lifecycle and driving initiatives that improve the full customer experience in order to maximize the value of using the athenaOne network. The Client Organization at athenahealth includes Sales, Onboarding, and athenaCare, which is the service arm of athenahealth responsible for Customer Support, User Training and Coaching, Performance Management. This position reports directly to the Senior Vice President of athenaCare and will work closely with the Sales and Services VPs to deliver our unique and emerging customer support and customer success services.

The Executive Director should be a strategic thinker, an effective analyst, a good communicator and must demonstrate a strong ability to collaborate with a diverse set of stakeholders and execution partners.

Responsibilities may include, but are not limited to:

80% [Primary Function]

  • Lead and inspire a team of 20+ people responsible for designing the customer experience for our services using Agile development approach with clearly defined epics that support business objectives
  • Collaborate with Enterprise Technology to prioritize to assemble, prioritize and drive a product roadmap, showing where and when we will invest in key initiatives, ensuring that items are aligned with broader business objectives.
  • Develop perspectives on comprehensive product design, inclusive of software, knowledge, and service including the extensive use of external vendors to achieve our goals
  • Define priorities for company release cadence process (PRSM) working closely with Service Managers, Customer Engagement, and Product Marketing to ensure proper messaging to customer base and market
  • Prioritize features, enhancements, bugs, and make trade-off decisions
  • Own, maintain and update the service description with changes to product
  • Conduct user research in conjunction with our user experience team to understand the client perspective. Travel to client sites and talk with users in person to deepen that understanding.
  • Design A/B tests and manage alpha/beta programs to determine effectiveness of proposed solutions

20%

  • Identify metrics to effectively measure success of strategies and initiatives and to bring transparency and visibility to the work
  • Remove blockers/obstacles for execution teams
  • Serve as a trusted advisor to the service delivery teams; understand the business challenges and help advise on key decisions.
  • Speak for the product and ensure alignment with athenaCare leadership, other key stakeholders, and the overall business strategy

Education, Experience, & Skills Required

  • Bachelors Degree required; Degree (Bachelors or Masters) in Computer Science, Business, or Product Design preferred
  • Understanding of healthcare / health IT environment preferred
  • 8-10 years experience in Customer Success and user support business functions strongly preferred.
  • Minimum of 15 years or product management experience
  • Proven track record of successfully defining and managing user-oriented products throughout the entire product lifecycle
  • Agile experience or certification a plus
  • Technical understanding (mobile, SaaS, data) ability to gut check technical feasibility and timelines and remove technical development barriers
  • Understanding of the Salesforce product suite and ecosystem
  • Experience bringing products to market
  • Understanding of product management best practices, including agile development
  • Demonstrated success at driving innovation in a dynamic environment using analytics and data-driven decision-making.
  • Excellent verbal and written communication skills
  • Behaviors & Abilities Required
  • Strong negotiation and problem solving skills, with energy & enthusiasm for solving unknowns
  • Ability to influence both horizontally and vertically inside and outside of athena
  • Appreciation for the software development process and the varying personalities in the cross-functional groups we work with
  • Experienced, confident presenter to all audiences
  • Ability to prioritize and to multi-task in a face paced environment, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to manager
  • Ability to work independently as well as part of an extended, cross-functional team
  • Travel expected, up to 25% for client site visits, internal management meetings and collaboration with athenistas in other office locations
Full-time

Employee Testimonials

Olivia Adams
Lead Member Of Technical Staff

“I enjoy working at athenahealth because I am making something that matters.  My passion isn’t writing code - it’s what writing code enables me to do, which is make something for other people.  And there’s no nobler cause than healthcare.”

 

Sherry Cheuk
Product Operations Manager

“athenahealth has a mission to transform healthcare, which is something I really admire.  Every company out there is trying to grow, but I think our focus on making an impact and delivering value is really powerful.  Our work is about improving people’s lives.”