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Humana Product Manager - EMME and EMCON in Boston, Massachusetts

Description

The Marketing & Communications Technology team is seeking a Senior Product Management Professional - EMME (Enterprise Measurable Messaging Ecosystem) and EMCON (Enterprise Messaging Contact History System) Product Manager who will be responsible for the product management of one or more parts of the tools that make up Humana's platform to engage members. The marketing and communication technology platform is used by all Humana business segments and enables the creation and delivery of more than one billion consumer interactions annually. This includes all required communications and the majority of discretionary marketing communications. This role will be part of a team that supports the fulfillment of messages and communications that span several channels, such as print, fax and voice activated technology (VAT).

Responsibilities

This role will specifically focus on the product management of Humana's investments in a tool to assist in fulfillment of outbound communications (EMME) and the enterprise messaging contact history system (EMCON). The role will have strong partnership with counterparts in Strategic Communications, Information Technology (IT) and Site Reliability Engineering (SRE) organizations to ensure modern and scaled usage of Humana's investments. The role supports a dual user group, the authoring community, who builds communication templates and end users who interactively use the tool. The current solution for these tools are a Humana built product, which supports hundreds of users across both user groups.

Key Responsibilities:

  • Subject Matter Expert: Is an expert at how authors and communication teams are using the product(s) that the role supports and shares ways those teams can be more efficient in its usage. Shares insights and recommendations to implement ways to resolve platform gaps.

  • User Support: Serve as go-to resource for questions and first level support for the member engagement, marketing operations, and other communication teams for their usage of the product(s) that the role supports. Establish, host and maintain user community forums.

  • Platform Governance: Establish, host, and maintain governance forums and decision making bodies for the product(s) that the role supports.

  • Self-Service: Ensure users and teams have the necessary documentation and ability to self-serve access requests, technical issues, and low-effort resolution items.

  • Testing: Serves the organization through the coordination of user acceptance testing and initial testing in the production environment after releases and break-fix turns.

  • Reporting: Has a high level of understanding of how, who, and how often the products that the role supports are being used.

  • Collaboration: Works with strategic communication leaders, communication leaders, and other stakeholders to recommend solutions to address gaps with product enhancements. Works closely with cross-functional teams to establish shared vision for category product development. Collaborates with internal and external partners to direct the product development process and ensure a consistent customer experience.

Required Qualifications

  • Bachelor's Degree and/or equivalent work experience

  • Proficiency product managing internal technology and/or a vendor-provided solutions, including implementation of packaged software, integration of SAAS solutions, and/or business leadership of custom integration and development efforts.

  • Active involvement in all phases of software development lifecycle including defining requirements, working closely with an engineering team to deliver a solution, testing, and user rollout.

  • Experience supporting internal clients with their use of internally built and/or vended technology solution

  • Track record of enabling repeatable processes, driving advancement in quality, collaborating within a matrixed organization, and collaborating with business and IT in a responsive and productive manner.

  • Participation sitting within and executing with an agile work team to deliver software, applications, or products to market.

Preferred Qualifications

  • Master Degree of Business Administration (MBA) or Technology Management

  • Marketing or communication technology stack experience, including EMME, EMCON, and/or Unica Marketing Software, Acoustic Marketing Cloud, Salesforce Marketing Cloud, Adobe Experience Cloud, Sitecore, Tableau, or similar tools

  • Delivering in scaled agile frameworks

  • Strong knowledge of multi-channel and inbound / outbound communications, including mail, email, digital, telephone, mobile and social channels / media, planned and triggered contexts.

  • Familiarity with complex content creation and management platforms, and related business processes to support high volume, personalized interactions across channels.

  • Product managing a large user community

  • Work experience in a health care and / or insurance setting

Scheduled Weekly Hours

40

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