Senior Technical Product Manager

Aledade; Bethesda (MD); Remote; USD 100,000 - 130,000; Full time

Job summary

A healthcare technology company in Maryland is seeking an experienced Product Manager to oversee the Zendesk ecosystem. In this role, you will partner with business owners, optimize user workflows, and collaborate effectively with internal teams. Ideal candidates will have over 8 years of product management experience and familiarity with SaaS ticketing systems like Zendesk and Salesforce. This position offers a flexible work schedule and a comprehensive benefits package.

Benefits

Flexible work schedules

Comprehensive benefits package

Stock options and 401(k) with match

Robust time-off plan

Qualifications

• 8+ years of product management experience in technology or SaaS.
• Proven track record in customer service and ITSM.
• Experience with SaaS ticketing systems and integrations.

Responsibilities

• Partner with business to develop vision for Zendesk ecosystem.
• Monitor user workflows and feedback metrics.
• Write detailed user stories for new features.

Skills

Product management experience

Customer service experience

Excellent organizational skills

Communication skills

Problem-solving skills

Tools

Zendesk

Salesforce

ServiceNow

Job description

Overview

Employer Industry: Healthcare Technology

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Flexible work schedules and the ability to work remotely
• Comprehensive benefits package, including health, dental, and vision insurance paid up to 80%
• Robust time-off plan, including 21 days of PTO in your first year and 12 weeks paid parental leave
• Stock options and a 401(k) with up to 4% match
• Supportive and inclusive work environment focused on public health

Responsibilities

• Partner with business owners to develop a shared vision for the employer's Zendesk ecosystem and advocate for this perspective
• Optimize live user workflows and capabilities by monitoring key metrics and user feedback
• Collaborate with internal teams and end users to understand requirements and support execution
• Write detailed user stories for new features, defining business rationale and success criteria
• Develop short- and long-term roadmaps that deliver maximum value with minimum risk

Qualifications

• 8+ years of product management experience in technology, technology-enabled services, or SaaS products
• Proven track record in customer service, contact center, or ITSM space, including experience with ticketing systems
• Experience with SaaS ticketing systems, especially Zendesk, Salesforce, and/or ServiceNow
• Experience with integrations between enterprise applications such as Zendesk and Salesforce
• Excellent organizational and communication skills with an emphasis on problem-solving

Preferred Qualifications

• Deep understanding of Zendesk and Salesforce platform features and capabilities
• Demonstrated innovation in designing SaaS product enhancements that improve user experience
• Experience using data and primary research to inform solution design
• Familiarity with the software development lifecycle and methodologies, preferably SAFe Agile/Scrum
• Knowledge of healthcare administrative and clinical data sets

#HealthcareTechnology #ProductManagement #RemoteWork #DiversityAndInclusion #CareerGrowth

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