Product Lifecycle Manager, CCaaS (Contact Center as a Service)

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. 

• * Strong experience managing and optimizing omnichannel environments, including CCaaS, telephony, and integrated digital customer touchpoints.
• * Demonstrated hands-on experience in core system administration, platform configuration, and technical troubleshooting (experience with platforms like NICE or Genesys is a strong plus).
• * Familiarity with Agile/Scrum environments, UI/UX prototyping (wireframing, user flows), and managing external vendor deliverables.
• * Able to execute technical workflows effectively.
• * Excellent communication skills with the ability to interface seamlessly across technical teams, operational leadership, and departmental directors.This is a Stanford Health Care job.A Brief OverviewThis position will lead and manage the product strategy, roadmap and the entire product line life cycle from strategic planning to tactical implementation of assigned products, platforms, and related capabilities. The role provides long-term product ownership and aligns key stakeholders, cross-functional partners, and external partners around an evolving roadmap that supports organizational strategy, priorities, and measurable outcomes.LocationsStanford Health CareWhat you will do
  • Specify market and organizational requirements for current and future products by conducting primary and secondary market research supported by ongoing engagement and intake with customers, users, and key stakeholders to assess needs, priorities, and opportunities. Translate findings into product requirements and roadmap priorities.
  • Deliver Market Requirements Documents (MRDs), Business Requirements Documents (BRDs), and Product Requirement Documents (PRDs) with prioritized features and corresponding justification.
  • Develop the core positioning and messaging for the product, understand competition, organizational priorities and relevant trends, and identify potential partners.
  • Develop a pricing matrix or other cost, value, or financial analysis, as applicable, for the current and future products.
  • Work closely with cross-functional partners and key stakeholders to build and launch the product. Set and manage the rhythm of development, implementation, and adoption.
  • Manage assigned product service providers and external partners, including performance, deliverables, risks, and escalations.
  • Lead product solution design in partnership with appropriate subject matter experts, and make key decisions on the capabilities, integrations, and implementation approaches to be used for product development.
  • Present current and planned product features to customers, users, key stakeholders, governance groups, and executive sponsors to understand requirements, build alignment, and incorporate feedback into the product roadmap. Conduct periodic roadmap reviews to communicate progress, priorities, dependencies, and future direction.
  • Responsible for appropriate product development, governance, and implementation processes to launch products on time and resolve complex cross-functional issues.
  • Provide source data and data analysis for product development, strategic decision-making, and performance measurement.
  • Isolate and manage risks throughout the development and launch process. Monitor the progress and success of each product or product component. Once the product is launched, analyze data and present findings, recommendations, and implications to key stakeholders whilst preserving data privacy and confidentiality agreements.
  • Educate internal teams and key stakeholders about the product capabilities, roadmap, changes, and expected value.
  • Collaborate with cross-functional teams on projects and initiatives to successfully apply relevant product management, analytics, and improvement methods to critical issues, programs, and strategic organizational priorities.
  Education Qualifications
  • Bachelor's degree in a work-related field/discipline from an accredited college or university.
• Experience Qualifications
  • Ten (10) years of progressively responsible and directly related work experience.
  Required Knowledge, Skills and Abilities
  • Understand and use information technology and product management practices to drive process changes.
  • Inform and engage audiences via written, oral and visual media.
  • Provide leadership and influence others.
  • Create and implement comprehensive product communication, stakeholder engagement, and adoption strategies.
  • Foster effective working relationships and build consensus across diverse stakeholder groups and organizational levels.
  • Analyze and report data on findings and recommendations to support strategic decision-making.
  • Discuss strategic and sensitive issues.
  • Perform business case development using appropriate financial, operational, value, and outcome measures.
  • Estimate market size utilizing TAM (Total Addressable Market) as well as Penetration and Sensitivity analysis, or assess organizational demand, impact, and feasibility, as applicable.
  • Perform market and organizational assessments including, primary and secondary market research, landscape mapping, value chain analysis and MRD (Market Requirements Document) and BRD (Business Requirements Document), as applicable.
  • Produce product road maps featuring prioritization matrix, KANO Analysis, Cost-Benefit Analysis and go-to-market, implementation, and adoption planning.
  • Position products and packaging using Market segmentation, A/B Testing and user messaging, or stakeholder rollout and adoption approaches, as applicable.
  • Design products utilizing wire framing, UI/UX design and spec, user flows and rapid prototyping, as applicable.
  • Execute resource planning, estimation, schedule tracking, quality assurance, risk tracking, agile software development (Scrum) and project management tools.
  • Measure user behavior using appropriate analytics and reporting tools, and use results to inform product decisions.
  Licenses and Certifications
  • Contact Center as a Service (CCaaS) Certification preferred .
  These principles apply to ALL employees:SHC Commitment to Providing an Exceptional Patient & Family ExperienceStanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective:
  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

  Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination inall ofits policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

  Base Pay Scale: Generally starting at $76.97 - $102.01 per hour

  The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.