Product Manager (Healthcare Operator Consoles) - (Remote 24-66)

Product Strategy United States

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Description

Full-time /Direct hire/ 100% Remote/USA

The Product Manager for our Healthcare Operator Console’s is responsible for collaborating with key stakeholders to understand and anticipate needs to translate the product vision. This role works closely with customers and key stakeholders to develop a market driven product roadmap.

Spok's Care Connect Suite is a comprehensive suite of communication and collaboration solutions tailored for healthcare environments. It integrates with existing systems to allow for accessing, prioritizing, and acting on information effectively. This unified communication platform is designed to enhance clinical workflows through features like care team collaboration, closed-loop communication, and secure messaging.

Our Healthcare Operator Console, a crucial component of this suite, is an intelligent, computer-based solution for hospital Operator Services contact centers. It integrates with the hospital's existing PBX system and is utilized by the operator group to manage incoming calls efficiently, while enabling the management of critical communications throughout the hospital or health system. Our Healthcare Operator Console(s) must integrate with both on-prem UC / CC as well as UCaaS / CCaaS cloud solutions from virtually all major vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Design and maintain the roadmap for Spok contact center products, working closely with the technical product managers for console and telephony solutions along with cross-functional teams such as engineering, UI/UX, marketing, and sales. This involves defining product feature requirements, creating roadmaps, and ensuring that the product meets the needs of both the business and customers.

· Conduct research to understand customer needs, industry trends, and competitive landscape in the operator console and contact center market.

· Combine research findings with others on the product management team to identify opportunities for new products or improvements to existing ones.

· Collaborate with internal stakeholders, such as sales, customer support, and operations teams, to gather feedback and ensure alignment on product priorities and goals.

· Work with program management to oversee the entire lifecycle of contact center products, from ideation to launch and ongoing maintenance.

· Collaborate with other product managers and the director of product management to create new pricing models and augment existing pricing to better serve our customers.

· Define the go-to-market plans and monitor product performance post-launch for adjustments.

· Engage with customers to identify areas for improvement in the contact center products.

· Monitor performance of the contact center products by tracking key performance metrics, such as customer

satisfaction, adoption rates of features to make data-driven decisions for optimization.

· Participate in support of key corporate partners.

REQUIRED EDUCATION, SKILLS, AND EXPERIENCE

· Bachelor’s Degree (BA/BS) is required.

· 5+ years of experience as a Product Manager defining, developing, and launching software products. (SaaS experience is a plus).

· Experience working in an Agile / Safe Agile environment.

· Experience using product management software such as AHA!, Rally, Jira or others.

· Excellent verbal and written communications including PowerPoint presentations.

· Experience with data flows and process mapping.

· Customer centric mentality and experience defining KPIs for software products.

· Robust interpersonal skills with evidence of teamwork and collaboration.

· Exceptional written and verbal communication skills with customers at all levels.

· MS Office Suite required.

PRODUCT SKILLS

Experience creating and implementing workflows for call center, service desk or other similar solutions.

Experience product managing contact center application workflows.

A deep understanding of user needs in service desk or contact center software solutions.

A demonstrated ability to translate user needs to product feature requirements.

A working knowledge of call handling in a contact center environment including phones and ACD operations .

Experience with on-premise, cloud and hybrid solutions.

Experience in perpetual and SaaS based licensing and pricing models.

Experience in Go-To-Market activities for software products.

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Alexandria, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 100 million messages each month through their Spok® solutions. When seconds count and patients’ lives are at stake, Spok enables smarter, faster clinical communication. Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc. At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935