Product Manager - Member Service & Chat Data Products

Highmark Health; Northern (KY); Hybrid; USD 86,000 - 139,000; Full time

Job summary

Highmark Health in the United States is seeking a data product leader who leverages member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel platforms to improve member experience, optimize service operations, and deliver actionable insights.

The ideal candidate will define trusted data assets, develop strategic roadmaps, and ensure data quality, governance, and regulatory compliance while aligning with enterprise objectives and delivering

Qualifications

• Bachelor's degree in science, technology, mathematics or related field OR relevant experience as determined by the company
• 3 years of product experience including software lifecycle
• 1 year of Agile process experience

Responsibilities

• Understand the department's and the company's strategic roadmap and develop a holistic product vision and strategy to drive value
• Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences from product team to executives
• Anticipate future needs and use metrics/qualitative input to identify asset improvement opportunities
• Represent the product in governance meetings
• Own the product backlog and refresh/re-prioritize backlog with internal/partner input
• Serve as accountable owner for the sets of products/tools within the portfolio
• Identify and drive cross-product and cross-customer value and shared learnings
• Other duties as assigned

Skills

Business Acumen

Communication

Conflict Management

Education

Bachelor's degree in science/technology/math or related field

Job description

Job Summary

This role requires demonstrated experience leveraging member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel engagement platforms to improve member experience, optimize service operations, and enable actionable insights for business and operational teams.

The ideal candidate will possess strong data product management expertise, including the ability to define and deliver trusted, reusable data assets spanning customer interactions, communication preferences, service outcomes, and engagement behaviors, while ensuring data quality, governance, and regulatory compliance.

A core component of this role also includes the ability to identify and sequence innovative data products, develop strategic roadmaps aligned to member experience and operational objectives, and evaluate data quality, accuracy, accessibility, and availability requirements to maximize business value and enterprise adoption.

Essential Responsibilities

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value.
• Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities.
• Represent the product in all governance meetings.
• Clearly sets and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Serve as accountable owner for the sets of products/tools within the designated portfolio.
• Identify and drives both cross-product and cross-customer value and shared learnings.
• Own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog.
• Other duties as assigned.

Education

• Required Bachelor's Degree in science, technology, mathematics or related field OR relevant experience and/or education as determined by the company in lieu of bachelor’s degree
• Preferred None

Experience

• Required 3 years of Product experience To Include: 3 years with the Software Lifecycle 1 year of Advanced domain experience
• Preferred 1 year with the Agile process

Licenses or Certifications

• Required None
• Preferred None

Skills

• Business Acumen for P&Ls
• Communication
• Conflict Management
• Language (Other than English): None

Travel Requirement

0% - 25%

Position Type Office-based Teaches / trains others regularly Frequently Travel regularly from the office to various work sites or from site-to-site Occasionally Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Rarely Lifting: 25 to 50 pounds Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum: $86,400.00 Pay Range Maximum: $138,600.00 Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users.

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Highmark Health is a national, blended health organization that includes one of America’s largest Blue Cross Blue Shield insurers and a growing regional hospital and physician network. Based in Pittsburgh, Pa., Highmark Health’s 35,000 employees serve millions of customers nationwide through the nonprofit organization’s affiliated businesses, which include Highmark Inc., Allegheny Health Network, HM Insurance Group, United Concordia Dental, HM Health Solutions and HM Home & Community Services. Highmark Health’s businesses proudly serve a broad spectrum of health-related needs including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative, technology solutions.