Product Manager – Customer Care
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Job Description
Product Manager focusing on customer care technology and process enhancements at Navitus. Collaborating with clients and internal teams to improve service delivery and effectiveness.
Responsibilities:
- 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.
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!
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