Technical Product Manager

Taking Care, part of AXA Health; Exeter; Hybrid; GBP 35,000; Full time

Job summary

A leading company in the health technology sector is seeking a Technical Product Manager to oversee innovative care solutions. This role involves managing digital technologies, ensuring performance and user satisfaction, and supporting the transition to next-generation services. The ideal candidate will have experience in healthtech product management and a strong understanding of telecare services.

Benefits

26 days holiday plus bank holidays

Car Allowance

Contributory pension plan

Company Share Plan

Life Insurance

Medical Insurance Lite

Employee Assistance Programme

Enhanced Paternity and Maternity Packages

Free Personal Alarm

Discount Scheme

Qualifications

• Proven experience as a Product Manager in healthtech or regulated environments.
• Experience launching digital products from concept to go-live.
• Strong skills in product discovery and market analysis.

Responsibilities

• Oversee delivery and support of technology-enabled care solutions.
• Act as primary escalation point for technical incidents.
• Manage third-party relationships for seamless service delivery.

Skills

Product discovery

Market analysis

UX research

Data analysis

Stakeholder management

Communication skills

Education

Understanding of telecare / telehealth services

Knowledge of accessibility standards

Understanding of medical device regulations

Tools

Excel

Power BI

SQL basics

Job description

Technical Product Manager

Hours: 35 hours

Salary: £35,000

Location: WFH or Nearest Office

As part of the AXA Group, Taking Care provides around the clock support to almost 100,000 people. Through our personal alarm service, we give people the confidence to live well and remain in the home they love. Our ambition is to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.

What we are looking for:

The Technical Product Manager will oversee the delivery and ongoing support of innovative, safe and reliable technology-enabled care (TEC) solutions. This role is critical in ensuring that digital care technologies are implemented and maintained to the highest standards of performance, security, interoperability and user satisfaction.

You will be responsible for managing configuration within our ARC platform, supporting current operations and enabling future integrations aligned with our Grow 28 strategy. As we expand into virtual ward and telehealth technologies, you will play a central role in delivering scalable, connected solutions that meet evolving healthcare and client demands.

A key aspect of the role is to act as the primary escalation point for technical incidents, system failures and performance issues, ensuring swift resolution, root cause analysis, and service continuity. Additionally, you will lead the product evaluation process, establishing robust testing procedures to assess functionality, compliance, and user suitability prior to implementation or procurement.

Through this diverse and strategically significant role, you will influence the direction of our digital services, support innovation, and ensure technical excellence across all areas of service delivery.

The roles main responsibilities of our Technical Product Manager include:

• Actively support the Digital Migration Working Group, ensuring Taking Care stays ahead of the emerging digital technologies and their wider service implications.

• Ensure our customers are fully supported throughout the migration journey safeguarding continuity of care, promoting digital inclusion and enabling a smooth, safe transition to next-generation services.

• Develop and lead the guidance, review, and resolution processes for first-time call failures, identifying root causes and implementing measures to protect customer safety and maintain service reliability during and after migration. This will include working closely with operational teams to ensure proactive monitoring, issue resolution and continuous improvement.

• Act as the primary technical authority, you will provide expert input across internal teams and collaborate with external partners to ensure our digital transformation efforts are technically sound, operationally robust, and customer focused.

• Provide technical support and integration services for equipment deployed by our corporate clients, ensuring solutions remain commercially viable, secure and aligned with service expectations.

• Facilitate the transition to digital technologies in line with our Digital Charter, maintaining high standards of performance and compliance.

• Take ownership of updating the Digital Charter to reflect evolving digital capabilities, ensuring stakeholders remain informed and expectations are managed, particularly in the context of national digital programmes and the challenges of dispersed equipment estates.

• Responsible for continuously scanning the market for emerging technologies, products, and service models in the TEC sector.

• Track advancements in digital health, assistive technologies, connectivity infrastructure and remote monitoring.

• Develop and implement standardised evaluation and testing procedures to assess product performance, reliability, interoperability, and regulatory compliance.

• Lead and coordinate pilot deployments through the Product Assessment Group, gathering technical insights and user feedback to inform procurement, integration, and rollout decisions.

• Play a pivotal role in the mobilisation of new contracts, ensuring a structured, efficient and technically robust onboarding process:

o Check duplication of user or device IDs and ensure accurate data configuration to avoid service disruption.

o Validate protocol compatibility between client equipment and our systems.

o Oversee technical sign-off of all devices and infrastructure, ensuring readiness and alignment with operational requirements.

o Configure device templates to add mobilisation.

o Ensure all configuration changes are tracked, tested and deployed safely under formal change control procedures.

• Manage third-party relationships across hardware, software, cloud platforms and connectivity providers to ensure reliable service delivery and seamless integration.

• Oversee the implementation of updates, patches, and infrastructure enhancements while minimising disruption to business operations.

• Serve as the primary technical liaison for suppliers, escalation of issues, and continuous service improvement.

• Act as the escalation point for high-impact technical incidents or outages.

• Support detailed incident investigations and root cause analyses, implementing preventative actions to safeguard future operations.

• Support comprehensive technical resolution efforts, working closely with suppliers and internal departments to restore services within SLA targets.

• Maintain and continuously improve incident response protocols, technical documentation and escalation playbooks to ensure consistent handling of incidents and rapid restoration of services.

• Lead and support the resolution of technical queries from internal teams, customers, partners, and external stakeholders, ensuring accurate diagnosis, timely responses, and effective solutions across hardware, software, and connectivity domains.

• Drive the implementation of corrective and preventative actions (CAPA), such as software updates, configuration changes, or infrastructure improvements, to enhance long-term system resilience.

• Support the development and implementation of AI-driven technical support solutions, helping automate routine diagnostics, triaging processes, and user support workflows to improve efficiency and responsiveness.

• Incident Management and Technical Support maybe required to support OOH team to cover incident management and reconfiguration.

• Ensure all systems, integrations, and protocols adhere to data protection, cybersecurity, and safety regulations.

• Support delivery of DPIAs (Data Protection Impact Assessments) and participate in Information Security Compliance Assessments (ISCA).

• Maintain alignment with key standards, including GDPR, ISO 27001, NHS DTAC, and TSA QSF.

• Assist with internal audits and readiness assessments, contributing to a strong culture of digital accountability and information governance.

• Lead, coach, and support the performance and development of your team, promoting a high-performance, collaborative culture.

All other duties as requested from time to time by the Head of Programmes

We welcome applications with the following skills and experience:

Knowledge

• Understanding of telecare / telehealth / technology-enabled care services (TECS)

• Familiarity with TEC standards and protocols including and not limited to BS 8521, BS 8521-2 (NOW-IP), TS 50134-9

• Understanding and experience of device management portals, scheme equipment, dispersed alarm equipment, radio frequencies, Social Alarm BS standard, Electrical standards and ARC platforms

• Awareness of medical device regulations (e.g., ISO 13485, ISO 14971, MDR).

• Product lifecycle management (PLM) methodologies.

• Knowledge of accessibility standards and inclusive design

• Data protection and privacy regulations (e.g., GDPR).

• Commercial knowledge related to B2B and B2C models, SaaS, or platform-based ecosystems.

Skills

• Strong skills in product discovery, market analysis, and UX research.

• Strong data analysis and reporting capability (Excel, Power BI, SQL basics).

• Excellent stakeholder management and communication skills across technical and non-technical audiences.

• Ability to translate customer needs into detailed user stories and acceptance criteria.

• Prioritisation frameworks knowledge (e.g., MoSCoW)

Experience

• Proven experience as a Product Manager in healthtech, social care, assistive technology, or regulated environments.

• Experience launching digital or hardware-based products from concept through to go-live.

• Demonstrated success in agile or dual-track agile environments.

• Cross-functional leadership, working with clinical, engineering, marketing, and regulatory teams.

• Experience with user-centred design, particularly for vulnerable populations (e.g., elderly, disabled).

• Background in managing third-party integrations and supplier relationships.

• Experience running customer workshops, user testing sessions, or field trials.

We will offer our Technical Product Manager fantastic benefits including:

• 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off!

• Car Allowance

• Contributory pension plan

• Company Share Plan

• Life Insurance

• Medical Insurance Lite

• Employee Assistance Programme

• Enhanced Paternity and Maternity Packages

• Free Personal Alarm

• 360+ Health Assessments

• Long Service Awards

• Cycle to Work Scheme

• Discount Scheme

This is an exciting chance to develop your skills and capabilities in a growing organisation. We want you to succeed both in your immediate and long-term ambitions, so we will support you with ongoing training opportunities, and you will find a supportive and inclusive workplace where your development matters to us.

Closing date: 2nd June 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to careers.taking.care