Technical Product Manager - Console (20-170)

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Spok specializes in hospital call center services and other industry call center solutions to enable operators to connect staff and external callers in a fast, reliable, and professional manner.

Position Summary: 

As a Technical Product Manager at Spok working on the contact center product, you will be responsible for an integral part of our collaborative communications platform for healthcare enterprises. We are looking for candidates who thrive in a fast-paced matrixed environment and want to invent the future.

As a self-starter, and collaborative team player, you will define, execute, and deliver a product execution roadmap that adds great value to our customers. You will participate in developing the strategy and vision for the team, and you will develop and maintain product roadmaps and feature backlog based on team strategy and vision. This role is inherently cross-functional -- you will work closely with Engineering, UX, DevOps, Professional Services, Support, Clinical SME’s, and other Product teams to bring your product to the market. A successful candidate puts the customer first in everything, is highly analytical, able to work extremely effectively in a fast-paced environment, and adept at synthesizing a variety of technologies and capabilities into high quality, smart software that improves healthcare outcomes.

Essential Duties and Responsibilities include the following: Other duties may be assigned. 

·      Develop collaborative product strategy vision and execution roadmaps, and develop short, medium and long-term capabilities to achieve the vision

·      Create buy-in for the product vision both internally and with key external partners

·      Develop with your team a set of crisp “Jobs-To-Be-Done” and features that can be used to create product specifications and architecture for each product and application

·      Instill an understanding of the key user personas with your product delivery team

·      Proactively identify risks and resolve issues that may impair the team’s ability to meet strategic, financial, and technical goals

·      Work with customer, and cross functional subject matter experts to understand the market, their needs, concerns, and define solutions to meet those needs

·      Work with Customer, Support, Professional Services, and Engineering to resolve escalations and incorporate feedback from the field in future product releases

·      Develop and maintain understanding of market, competitors, customer workflows and processes used in healthcare and enterprise communications

·      Assess product effectiveness post implementation based on KPI’s

·      Brief and train internal departments (e.g. Sales Engineering, Professional Services, and Support) on new and/or enhanced product features

·      Fulfill the Product Owner role on the agile delivery team

·      Other duties may be assigned. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Bachelor's degree from four-year college or university and three to five years’ related experience and/or training; or equivalent combination of education and experience. BS in Computer Science Preferred.

Skills and Experience Required:

·      5+ years of technical/product management, or product development experience

·      High level of product knowledge of critical communications, IT and competitive products and other voice communications technologies

·      Experience in a contact center

Preferred Skills: 

·      5+ years selling, supporting, or developing enterprise SaaS solutions

·      Experience working with multi-disciplinary teams comprised of Product Managers, Technical Product Managers, and Engineering

·      Knowledge of User Experience principles and best practices is a plus

·      Experience in Agile development

·      Robust interpersonal skills with evidence of teamwork and collaboration

·      Ability to absorb and make sense of large amounts of data, information, and perspectives to direct decision making

·      Ability to drive for results with minimal guidance

·      Curious, willing to ask questions and apply critical thinking

·      Open minded, willing to look at things from another perspective

·      Collaborative in your approach to work

·      2+ years’ experience in data management functions (e.g. data warehousing, ETL, business intelligence)

·      Experience working with Director level and above to define problems and priority of work

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Springfield, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians, support administrative compliance, and provide a better experience for patients. Our customers send over 100 million messages each month through their Spok® solutions. Spok is making care collaboration easier. For more information, visit spok.com or follow @spoktweets on Twitter.