Sr. Manager, Digital Product Management (Customer Service Platform)

The Sr. Manager, Digital Product Management (Customer Service Platform) owns the end-to-end strategy, roadmap, and business outcomes for HCA’s customer service CRM platform. This role is accountable for defining the product vision, translating customer and business needs into scalable solutions, and ensuring measurable impact cross the customer lifecycle and associated workflows.

Requirements

• Minimum 8 years progressive experience in a product, customer or dealer experience environment, with a focus on digital platforms including 3-5 years in a Product Manager role (preferably in the CRM or customer service domain.
• Minimum 3 years supervisory experience.
• Proven experience owning strategy and outcomes, designing and optimizing engagement or lifecycle programs across customer experiences
• Experience working in a product-based organization and Agile/Scrum environment.
• Bachelor’s degree in Business Administration, Marketing, Computer Science, or related field.
• MBA or relevant advanced degree a plus.
• Certified Scrum Product Owner (CSPO) or equivalent Agile certification preferred.
• Salesforce certifications (such as Salesforce Administrator or Service Cloud Consultant) preferred
• Strong knowledge of Salesforce Service Cloud capabilities and familiarity with legal CRM platforms
• Proven ability to drive teams and clearly articulate a product vision.
• Deep understanding of CRM systems and customer service processes
• Strong written and verbal communication skills including ability to present to leadership.
• Excellent problem-solving and analytical skills to make data-driven decisions on features and enhancements.
• Capable of balancing short-term deliverables with long-term product strategy.
• Experience driving organizational change and user adoption for new technology solutions.
• Highly adaptable and flexible in managing priorities within fast-paced, dynamic environments.
• Ability to adjust priorities to respond to shifting business needs while maintaining focus on delivering value.
• Proven track record of building strong partnerships and collaborating effectively with cross-functional teams, developers, UX designers, QA, and third- party vendors or consultants, to achieve shared objectives.

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:
• 100% employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice