Sr. Experience Product Manager

About the job

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.
JOB DESCRIPTION:
The Opportunity
Abbott Cancer Diagnostic’s Customer Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all our customers, across all channels (digital and physical).

The Senior Experience Product Manager role will partner closely with assigned product and business team members to define solutions that are in line with customer needs and business objectives. This position is responsible for defining the roadmap and driving delivery of digital customer journeys within a given Experience. In defining the journeys, this position must account for a holistic Service Design, which encompasses all touchpoints with a given customer. This position will work with the business stakeholders, development teams, design and other cross functional teams to facilitate their product area roadmap, and drive the product development. The position will drive the business requirement gathering, understand the problem space, to define product strategy and execution plan and ultimately verify that the work generated by the development teams meets the stakeholders’ requirements. The Digital Products Senior Manager will ensure business, user, and technology needs are met through continuous analysis, iteration, solutioning, and delivery.

This position may manage a group of customer-centric, digital-first Product Managers and/or Business Analysts charged with delivering against the responsibilities listed below.

This product leadership position lives and breathes product, value, user experiences, and technology - and can navigate between those spaces. You also love to innovate, are not afraid to fail, and know when to say no or pivot. This position enjoys both the strategic work of finding the best solution and the implementation work of how best to bring it to life for maximum impact. This person excels at bridging between technical and non-technical teams across the organization to bring new initiatives to life – for example: lab, compliance, finance and beyond. You possess strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority.

• What You’ll Work On
• Include, but are not limited to, the following:
• Facilitate and influence as “voice of the customer” for customer journeys for all outside stakeholders to ensure that their digital needs are considered and that the delivery teams are supported.
• Lead cross-functional teams to develop product strategy, partnering closely with Engineering, Business, Design, Market Research, Marketing and Customer Care teams.
• Lead evidence generation plan to ensure KPIs related to the product release are monitored and products support market needs and business growth.
• Facilitate collaboration with delivery teams, Experience Business Leads (i.e., the most senior Product Leadership accountable for the totality of a given Experience), to develop Journey-level digital Objectives & Key Results (OKRs), measurement and reporting.
• Facilitate collaboration with the Experience Business Lead and the Experience Design team to produce Service Design deliverables (e.g., Service Blueprints) that define journeys and experiences that are integrated, cross-touchpoint, cross-customer type, and cross-experience.
• Facilitate Journey-level experience and technical discovery with support from business partners, experience design, research, and delivery teams.
• Works with Experience Business Lead to adjust scope and roadmap – empowered to make final prioritization decisions for the digital products.
• Facilitate definition of Epics, and lead definition of User Stories, acceptance criteria for 1-2 Journeys – and ensure they are understood by delivery team.
• Lead feature grooming and backlogs prioritization to ensure product development is in line with strategy and OKRs, which includes and is balanced across new development, non-functional requirements, and other technical work that leverages OKR and KPI data, research, industry trends, etc.
• Supports the team in feature demos for stakeholders; provides product expertise, peer training, and consultation where necessary.
• Actively participate in all Scrum ceremonies.
• Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.
• Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work designated schedule.
• Ability and means to travel 10-25% between Abbott Cancer Diagnostic locations (e.g., Madison, Redwood City).

• Required Qualifications
• Bachelor’s degree in Life Sciences, Engineering, Marketing, Business, Finance, or related field of study; or High School Degree/General Education Diploma and 6 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.
• 6+ years of experience working as a Product Manager, with at least 3 years in the digital domain using Agile / Scrum / Kanban methodologies.
• Experience leading cross-functional teams to deliver products/services.
• Experience developing digital products, especially digital portals and applications, from scratch and launching digital products, including SaaS, SaMD and other healthcare software applications.
• Experience applying techniques and methods of modern product management, product discovery, and product delivery – along with expertise with product management platforms and tools.
• Demonstrated ability to facilitate the development of product vision, strategic roadmaps, and go-to-market strategy for services and products as part of a broader end-to-end user experience.
• Advanced problem-solving, organizational, and analytical skills with the ability to evolve product strategy based on research, data, and industry trends.
• Advanced business analysis skills; including, but not limited to, process and user flow definition and business KPIs.
• Advanced skills in translating complex user, business, operational, and technical requirements into clear epics, features, stories, and acceptance criteria.
• Some experience with A/B testing, user testing, user interviews, and conversions funnels.
• Experience engaging with engineers, designers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.
• Excellent written and verbal communication skills, with the ability to agilely adapt to the respective audience (team member to senior leadership)
• Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.
• Authorization to work in the United States without sponsorship.

• Preferred Qualifications
• Ability to leverage relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning.
• Customer obsessed, ability to translate abstract customer needs to product roadmap. Experience in leading customer-facing discussions and KOL management.
• Experience working in a startup/fast-paced, digital-first environment.
• Experience in launching digital applications using state-of-the-art digital innovations, such as NLP, LLM.
• Experience managing a team of Product Managers and/or Business Analysts.
• Experience in healthcare (medical technology and life sciences), wellness, or digital health.
• Experience with service design and operations.
• Experience in digital analytics tools such as Piwik Analytics, Tableau, Google Analytics, etc., A/B testing tools such as AB Tasty, Optimizely, MoEngage, etc., and/or design tools such as Adobe XD, Figma, Sketch, etc.

The base pay for this position is
$99,300.00 – $198,700.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Product Management
DIVISION:
ONCO Cancer Diagnostics
LOCATION:
United States > Madison : 5505 Endeavor Ln
ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard
TRAVEL:
Yes, 10 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf