Product Manager

Product Manager

Job Title: Product Manager
Category: Customer Experience
Location: CaringBridge Office

Organization Summary

Our Mission is to amplify the love, hope and compassion in the world, making each health journey easier. Our Vision is to be the first place people turn to connect to their community during a health journey. Founded in 1997, CaringBridge is the largest, oldest and most widely used social networking site for family and friends to communicate with loved ones during a health journey. Based in Minnesota, we are proud of our global reach and nonprofit status with 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. Thanks to the compassion and generosity of our donors and volunteers, CaringBridge is able to connect and serve millions of people each year. Since our founding, more than half a million CaringBridge websites have been created and it’s become an indispensable part of many people’s lives. Every 8 minutes, a new CaringBridge website is created for someone experiencing a health crisis.

Primary Objective of Position

The Product Manager is responsible for ensuring that the CaringBridge responsive website is continually optimized and improving in support of our business needs. This position serves as an “air traffic controller” and product manager in continually collecting, analyzing and prioritizing needed improvements to the platform. Inputs to this role include voice of customer feedback, identified defects and ongoing data and analytics. This position will work with an agile approach across the business and as a liaison to IT to manage a steady stream of improvements while at the same time driving for more transformational product improvements. This position reports to the Product Manager. Your work with our team will make a meaningful, personal difference to millions of people all over the world.

Duties & Responsibilities

  • Supports the development of new website service offerings and features, determining best approaches and strategies.
  • Monitors and analyzes KPIs (financial, customer adoption/usage, customer satisfaction) for service offering performance; makes decisions based on results of KPIs.
  • Manages continuous improvement of website service offerings and ensures customers are satisfied with performance. Assists with documentation and approval of business requirements for new features and/or defect fixes. Liaison between business owners and IT to ensure work is aligned with our strategy and prioritized based on business impact.
  • Supports the development, communication and maintenance of the current roadmap and ensures consistency with market requirements.
  • Provides daily oversight to vendors and strategic partners to ensure the smooth ongoing operation and continuous process improvement of the service experience.
  • Incorporates voice of consumer and consumer pain points in developing releases. Prepares customer care and internal audiences for changes or additions to our site.
  • Stays current on market, competition and trends including tactics, field concepts and practices, applying them to strategies when applicable.
  • Establishes and sustains interactive relationships with external vendors or partners, resulting in advancing product/experience capability improvement to support the current and future goals of the organization and to benchmark practices/results to maximize organizational effectiveness.
  • Keeps Manager informed of important developments, potential problems and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.
  • Performs related work as apparent or assigned.

Experience & 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 to perform the essential functions.

  • Bachelor’s degree or equivalent in marketing, management information systems, product management, project management or related field.
  • 5-7 years of experience in product management, product marketing or position of similar responsibilities in consumer-facing businesses, preferably with technology products; 1-2 years of which was focused on Web and/or mobile products.
  • Certification in project management/product owner program preferred.
  • Experience in multiple project planning methodologies.
  • Ability to communicate effectively, both orally and in writing with internal and existing potential customer contacts.
  • Strong self-starter with record of success.
  • Strong collaboration and team-building skills.
  • Excellent organizational and planning skills.
  • Ability to successfully manage numerous projects simultaneously.
  • Ability to cope with the rapid pace and change associated with the industry.
  • Thorough knowledge of Microsoft applications.

To Apply

To respond to this opportunity, please send your resume and salary requirements to: jobopenings@caringbridge.org

or

CaringBridge
Attention: HR
2750 Blue Water Road, Suite 275
Eagan, MN 55121

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