Associate Director, Digital Product Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Lead the strategy, modernization, and continuous development of the customer portal as a scalable digital product.

• Define and articulate the product vision, modernization strategy, value proposition, and multi-horizon roadmap for the customer portal.

• Own product outcomes and lifecycle priorities throughout discovery, modernization, migration, launch, adoption, optimization, and sustainment phases.

• Identify and prioritize opportunities to streamline customer journeys, enhance self-service capabilities, minimize friction, and establish consistent portal experiences.

• Develop business cases, value hypotheses, financial assumptions, and decision frameworks for investment and planning purposes.

• Serve as the customer’s voice by utilizing research, journey insights, usage data, service feedback, market needs, and operational realities.

• Lead discovery efforts alongside UX, research, analytics, Commercial, Customer Success, and regional partners.

• Guide the core product team throughout the customer portal value stream.

• Own the product's "what" and "why" while collaborating with the Product Owner and technical teams on shaping and executing solutions.

• Author and sponsor epics, ensuring features are ready for planning with clear outcomes, scope, value, dependencies, and acceptance criteria.

• Participate in product and agile operating rhythms, including backlog refinement, sprint planning, reviews, retrospectives, program increment planning, and daily ceremonies as necessary.

• Make priority and trade-off decisions, eliminate ambiguity, remove obstacles, and provide direction to delivery teams.

• Coordinate across adjacent products, shared platforms, identity and access services, data teams, and enterprise systems.

• Define phased modernization and migration strategies that balance customer value, technical risk, regulatory obligations, operational continuity, and speed to learning.

• Lead cross-functional release readiness, covering communications, support processes, training, content readiness, service transitions, and escalation pathways.

• Rationalize legacy experiences and capabilities through migration, coexistence, decommissioning, and customer transition criteria.

• Collaborate with Legal, Privacy, Security, Quality, Regulatory, and data governance stakeholders to integrate controls and evidence.

• Establish governance mechanisms that support rapid decision-making, traceability, risk management, and accountability.

• Define product KPI frameworks that link customer experience, adoption, operational performance, reliability, and business value.

• Utilize qualitative and quantitative insights to assess performance, identify friction points, and recommend adjustments to the roadmap.

• Create reporting and dashboards in collaboration with Analytics, Customer Success, Commercial, and Operations teams.

• Lead post-launch reviews and advocate for continuous improvement.

• Encourage product experimentation and outcome-driven decision-making.

• Foster alignment among senior leaders, regions, functions, and delivery teams.

• Translate complex customer, business, regulatory, and technical considerations into actionable recommendations.

• Develop stakeholder engagement models for customer and regional input, roadmap communication, decision-making, and escalation protocols.

• Represent the customer portal product in customer advisory, research, and co-creation contexts as appropriate.

• Mentor product team members and exemplify strong product management practices.

⛳️ Requirements

• A bachelor's degree is required; an advanced degree such as an MBA is preferred.

• Over 10 years of progressive experience in digital product management, product strategy, customer experience, digital platforms, software, or related fields.

• More than 5 years of experience leading change management and large-scale transformation initiatives.

• Proven track record in defining product vision, strategy, roadmaps, discovery, prioritization, and translating business needs into actionable product plans.

• Demonstrated experience in modernizing customer-facing digital platforms, including migration, adoption, phased implementation, and legacy transitions.

• Strong background in collaborating across Product, Engineering, UX, Architecture, Data, and program leadership in agile/product operating models.

• Exceptional analytical, executive communication, stakeholder management, and influencing skills within complex global organizations.

• Experience in healthcare, MedTech, digital health, life sciences, or another regulated industry is strongly preferred.

• Familiarity with CRM, customer portals, identity/access, personalization, commerce/ordering, analytics, content management, and enterprise integrations is a plus.

• Open to applicants nationwide.

🏝️ Benefits

• Medical, dental, and vision coverage starting on the first day.

• Basic life, accident, short-term and long-term disability, and business travel accident insurance.

• Aon Pooled Employer Plan (Aon PEP).

• 401(k) retirement savings plan.

• Investment options and financial education.

• Flexible Spending Accounts.

• Educational assistance programs.

• Paid holidays.

• 20 to 35 days of paid time off based on length of service.

• Family and medical leaves of absence.

• Paid parental leave.

• Commuting benefits.

• Employee Discount Program.

• Employee Assistance Program (EAP).

• Childcare benefits.

• Remote position.

• Comprehensive compensation and benefits packages for eligible roles.