Description – External
Background:
The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience.
Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems.
We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.
Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems.
We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system.
The Customer Solutions team serves as a major growth engine responsible for developing and launching new digital customer solutions.
Customer Solutions generates growth from innovative "white space" opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.
The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry.
Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care.
We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.
Position Summary:
The Behavioral Health Product Manager will be joining a new team within the Customer Solutions organization.
We are innovating a hybrid in-person, digital behavioral health care model anchored on digital engagement, tracking and support.
The Product Manager will be a core member of this team as we build and scale this tech-enabled service.
This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers.
This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth.
The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.
The Product Manager will report to the Behavioral Health Product Lead.
Jobs to Be Done:
Product Strategy
· Collaborate with the Portfolio Lead, Product Lead, and Operations Manager to develop and execute a comprehensive product vision, strategic product direction, and product roadmap aligned with customer needs
· Conduct market research and gather customer insights to identify user needs, pain points, and opportunities for product improvement
· Define and prioritize product features and requirements based on customer feedback, market trends, and business priorities
Product Development
· Collaborate with cross-functional teams including operations, design, engineering, and marketing to ensure successful delivery
· Work closely with stakeholders to gather requirements, provide updates to the Product Lead, and address any concerns or issues
· Lead the scrum team, write user stories, manage backlog, coordinate with core team, support teams, and key stakeholders to drive progress through each sprint.
Work with product team to build sprint review decks and lead as requested.
Product Commercialization
· Execute the GTM roadmap defined by the Product Lead, collaborating to adjust and adapt it as needed
· Monitor and analyze product performance metrics, user engagement, and customer feedback to drive continuous improvement
· Maintain an awareness of industry trends, emerging technologies, and competitor offerings to identify potential product enhancements or new features
Success Factors:
Achieve specific product goals (e.g., OKRs)
Become the BSWH advocate for the product, communicating the value proposition and benefits to internal teams and customers
Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization
Maintain a product that solves a clear customer problem
Coach and guide a high-performing agile product team
Location: Dallas, Hybrid
Schedule: M-F, Full Time
BENEFITS
Our competitive benefits package includes the following
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tuition Reimbursement
PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 5 Years of Experience
Experience working at a wellness product organization is a plus
As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients.
As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products.
We are an equal opportunity employer committed to ensuring a diverse workforce.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.