Senior Product Consultant
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Job Description
Senior Product Consultant advising health plans on servicing operations, contact centers, and product adoption. Leading value-focused consulting engagements for NASCO’s healthcare product portfolio.
Responsibilities:
- Lead complex customer discovery, current-state assessments, workflow analysis, stakeholder interviews, and data-gathering efforts
- Develop evidence-based findings, executive recommendations, business cases, value narratives, roadmaps, process maps, and success measures
- Analyze quantitative and qualitative data to establish baselines, evaluate outcomes, validate assumptions, and support value realization discussions
- Advise health plan customers on servicing experience strategy, member and provider service operations, contact center workflows, omnichannel delivery, self-service adoption, service quality, and technology-enabled operating models
- Guide customers through operational readiness, change impacts, user adoption, process optimization, risk mitigation, implementation considerations, and tradeoffs
- Produce and present executive-ready deliverables, workshops, decision forums, and readouts
- Manage multiple consulting engagements or complex workstreams, including scope, schedule, budget, risks, issues, stakeholder alignment, escalations, status reporting, and quality
- Build credibility and consultative influence with customer sponsors, operational leaders, and cross-functional partners
- Contribute to proposal strategy, estimates, statements of work, assumptions, deliverables, pricing inputs, risks, and customer handoff planning
- Drive transitions from consulting into solution delivery through decision records, handoff documentation, success measures, and implementation alignment
- Mentor Product Consultants and project contributors
- Develop reusable consulting assets, frameworks, templates, playbooks, assessment tools, value models, executive readout formats, case studies, and best practices
Requirements:
- Advanced knowledge of healthcare payer operations, servicing experience, product adoption, customer experience, and market pressures
- Advanced knowledge of customer service and experience operations, including contact center performance, first call resolution, average handle time, containment rate, member satisfaction, adoption, usage, operational efficiency, and value realization metrics
- Advanced consulting skills, including discovery design, stakeholder interviewing, process mapping, gap analysis, root cause analysis, business case development, value modeling, requirements framing, roadmap development, and recommendation storytelling
- Ability to analyze quantitative and qualitative data, quantify operational and financial impact, pressure-test assumptions, and build ROI analyses
- Strong executive communication, facilitation, and storytelling skills
- Strong customer relationship management, stakeholder engagement, consultative influence, and conflict navigation skills
- Ability to lead multiple engagements or complex workstreams simultaneously
- Proficiency with Microsoft Office Suite, including advanced PowerPoint and executive-ready written deliverables
- Ability to mentor others and improve consulting methods and practice standards
- Ability to use approved AI-enabled tools in accordance with company policy, privacy, security, governance, healthcare data handling, and responsible AI requirements
- Experience with Pega or comparable CRM and customer service platforms preferred
- Knowledge of Blue Cross Blue Shield plan operations or inter-plan programs preferred
- Familiarity with payer administration platforms for claims, membership, enrollment, and billing preferred
- Experience in fee-based professional services or commercial consulting preferred
- Experience with AI-enabled service technologies preferred
- 7 years of experience in healthcare operations, product consulting, customer success, solutions consulting, professional services, business consulting, or related advisory work
- 5 years of experience with healthcare payer operations, service operations, contact center operations, product delivery, or technology-enabled transformation
- 3 years of experience leading customer-facing consulting engagements, complex workstreams, assessments, implementations, or advisory projects with measurable outcomes
- Experience presenting findings, recommendations, business cases, roadmaps, or value realization results to director-level or executive stakeholders
- Experience developing executive-ready deliverables, business cases, process maps, recommendations, value models, or roadmaps
- Experience working cross-functionally with product, technology, operations, implementation, customer success, sales, account management, or professional services teams
- Experience mentoring peers, guiding project contributors, or improving reusable consulting assets and delivery standards
- Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, Product Management, Marketing, Operations, or related field, or equivalent experience
- Must have legal authority to work in the US
- Must be able to use workstation equipment for up to 8 hours daily
- Flexibility to travel approximately 20% of the time
Benefits:
- Fully remote work from home
- Work/life balance and commuting savings
- Blue Cross Blue Shield medical, dental, and vision plans
- Telehealthcare for medical and behavioral visits
- Generous PTO with buy/sell options
- 9 company holidays, a floating day off, and a day off for volunteering
- Employee Assistance Program
- Wellness program with insurance discounts or credit toward health-related items
- 401K plan with employer matching contributions
- Company-funded spending/reimbursement accounts for out-of-pocket medical expenses
- Bonus and recognition programs
- Tuition assistance
- Consultation with financial planner
- Basic Life & AD&D Insurance
- Short- and long-term disability insurance
- Supplemental term life insurance available
- Group discount programs for mobile and technology services
- Comprehensive on-demand e-learning and performance support library at no cost
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