Product Manager - Member Service & Chat Data Products

highmarkhealth; Pennsylvania; Hybrid; USD 86,000 - 139,000; Full time

Job summary

Highmark Health is seeking a data product-focused professional to leverage omnichannel interaction data to improve member experience and operational efficiency. The role emphasizes defining reusable data assets, governance, and strategic roadmaps aligned with business objectives.

The ideal candidate has 3+ years in product management, experience with software lifecycles, and agile familiarity. Strong data quality, regulatory compliance, and collaboration across teams are essential for success.

Qualifications

• Bachelor's degree or equivalent in science, technology, mathematics, or related field.
• 3 years of Product experience; 3 years with the Software Lifecycle; 1 year of Advanced domain experience.
• 1 year with the Agile process (preferred).

Responsibilities

• Understand and translate the department and company strategy into a product vision and roadmap.
• Anticipate needs and identify asset improvement opportunities using metrics and feedback.
• Represent the product in governance meetings and communicate priorities across stakeholders.
• Own the product backlog and refresh priorities based on inputs from teams and partners.
• Drive cross‑product and cross‑customer value and shared learnings.
• Perform other duties as assigned.

Skills

Business Acumen

Communication

Conflict Management

Education

Bachelor's Degree in Science/Tech/Math

Job description

Company : Highmark Health 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%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

• 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.

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 federa