Senior Technical Product Manager at Aledade

Bethesda, Maryland, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

8+ years of product management experience in technology, technology-enabled services industry, or a SaaS product
Proven track record working as a product manager in customer service, contact center, and/or ITSM space, including experience with Ticketing System, Knowledge Base, Explorer, Copilot, and Voice
Experience with SaaS ticketing systems especially Zendesk, Salesforce, and/or ServiceNow
Experience with integrations between enterprise applications such as Zendesk and Salesforce, especially integrations utilizing middleware such as Mulesoft
Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required
Preferred KSA’s (Knowledge, Skills, Abilities)
Deep understanding of Zendesk and Salesforce platform features, capabilities, and limitations
Demonstrated innovation in designing SaaS product enhancements or features that significantly improve user experience and business outcomes
Experience using data and primary research to inform solution design and build internal business understanding
Experience with and understanding of the software development lifecycle and software development methodologies. Preferably experience with SAFe Agile / Scrum teams
Excellent organizational and communication skills with an emphasis on problem-solving and building subject matter expertise
Ability to effectively engage with diverse stakeholders, gather feedback, and clearly articulate product vision
Ability to analyze data, identify trends, and make informed decisions based on insights gained
Passion for understanding customer needs and delivering a user-centric experience
Knowledge or experience of the Salesforce platform
Knowledge of healthcare administrative and clinical data sets, including demographic, financial and clinical data
Basic understanding of healthcare administrative or clinical workflows for inpatient, ambulatory or ancillary services

Responsibilities

Partner with business owners to cultivate a shared vision for Aledade’s Zendesk ecosystem, develop alignment on constraints, priorities and ideal end state, and be able to articulate and advocate for this perspective
Ongoing optimization of live user workflows and capabilities including monitoring of key metrics & user feedback
Work with internal teams and end users to develop a deep understanding of requirements, perform thoughtful solution design, use data to test hypotheses, and support teams throughout execution
Write detailed user stories for new features, capturing detailed descriptions of business rationale, requirements, and success criteria that are defined by measurable outcomes
Develop short- and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration
Craft and execute the long-term vision for Aledade’s implementation of Zendesk
Collect feedback and gather requirements from strategic stakeholders and business owners
Serve as the interface with tech and analytics partners to deliver high-quality solutions with the ability to scale
Ensure that the platform aligns with Aledade’s business objectives, while using extensive Zendesk knowledge and best practices to enhance our internal and external user experience and drive business value

Skills

Key technologies and capabilities for this role

ZendeskProduct ManagementSaaSTicketing SystemsKnowledge BaseCopilotVoiceITSMCustomer ServiceContact CenterUser StoriesRoadmapsMetrics Monitoring

Questions & Answers

Common questions about this position

What are the minimum qualifications for this Senior Technical Product Manager role?

Candidates need 8+ years of product management experience in technology, technology-enabled services, or SaaS products, a proven track record as a product manager in customer service, contact center, or ITSM with experience in ticketing systems like Zendesk, and experience with SaaS ticketing systems such as Zendesk, Salesforce, or ServiceNow, plus integrations between enterprise applications.

What experience with specific tools is required or preferred for this position?

Required experience includes Zendesk, Salesforce, or ServiceNow for SaaS ticketing systems and integrations like Zendesk-Salesforce using Mulesoft. Preferred skills include deep understanding of Zendesk and Salesforce platforms.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What makes a strong candidate for this Senior Technical Product Manager role?

Strong candidates will have demonstrated innovation in SaaS product enhancements, experience using data and research for solution design, knowledge of software development lifecycles like SAFe Agile or Scrum, excellent organizational and communication skills, and the ability to engage stakeholders and articulate product vision.

Aledade

Supports independent primary care practices

About Aledade

Aledade operates in the primary care sector, focusing on supporting independent primary care practices. The company provides these practices with essential support and data to help them navigate the challenges of the changing healthcare landscape. Aledade offers personalized, on-the-ground assistance, ensuring that practices have timely access to the right data to improve the quality of care they deliver to their communities. Additionally, Aledade has developed a proprietary technology application that gives practices insights about their patients, further enhancing their care capabilities. Unlike many competitors, Aledade is dedicated to the success of independent practices, making it the largest network of its kind in the nation. The company's goal is to empower these practices to thrive and provide high-quality care through its support services and technology.

Bethesda, MarylandHeadquarters

2014Year Founded

$662MTotal Funding

SERIES_FCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Risks

Increased competition from platforms like Privia Health threatens Aledade's market share.

Integration challenges from acquiring Medical Advantage may disrupt operations in Michigan.

Rapid technological advancements require continuous updates to Aledade's technology platform.

Differentiation

Aledade partners with independent primary care physicians to create Accountable Care Organizations.

The company offers a proprietary technology platform for timely patient insights.

Aledade provides personalized, on-the-ground support to enhance care quality.

Upsides

Aledade's acquisition of Medical Advantage expands its presence in Michigan significantly.

The rise of telehealth creates new opportunities for Aledade's primary care practices.

Aledade's focus on value-based care aligns with increasing demand for ACOs.

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