Product Manager – Customer Care

Role Overview

• Function as a subject matter expert and point of contact for business leads, stakeholders and operational users of assigned products.
• Develop an advanced level of understanding of assigned products to effectively collaborate on their refinement and expansion.
• Share product knowledge and needs with product owners to assist in their development of requirements, test plans, and execution efforts for assigned product enhancements.
• Communicate assigned product activities and advancements to business stakeholders and product owners, as well as CC leaders and role coaches.
• Independently assess business needs for process improvements, cost reduction and automation efforts and bring recommendations to leadership.
• Develop, document, and conduct user training for new or enhanced products.
• Provide internal or client presentation content for assigned products and participates as a subject matter expert in product demonstrations.
• Leverage AI functionality within Calabrio.
• Participate in after-hours and/or weekend work as needed, based on workload demands.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent work experience required.
• Knowledge of Navitus systems and processes of the role with ability to perform tasks independently and follow instructions to make decisions required, typically with 2 years of experience.
• Experience with guiding and education associates within current to lower-level roles.
• Experience with supporting mid-sized to large clients with moderate to high complexity.
• Experience with supporting health plan business with minimal guidance.
• 3 years of experience in the pharmacy benefit management industry preferred.
• Experience with customer care preferred.
• Intermediate to advanced experience preferred with Microsoft tools (Word, Excel, PowerPoint, Visio, Azure DevOps), request management tools (Service Desk, Connectus, Responsive, JIRA), reporting tools (3D QlikView/QlikSense, CRM), and other tools specific to functional area(s) of focus (e.g., Calabrio, Artificial Intelligence).
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Tech Stack

• Azure

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5%
• No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!