Senior Product Consultant

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

📋 Description

• Lead intricate customer discovery processes, conduct current-state evaluations, analyze workflows, carry out stakeholder interviews, and gather pertinent data.

• Generate evidence-based insights, executive recommendations, business cases, value narratives, roadmaps, process maps, and measures of success.

• Assess quantitative and qualitative data to set baselines, review outcomes, confirm assumptions, and facilitate discussions on value realization.

• Provide guidance to health plan clients on service experience strategies, member and provider service operations, contact center workflows, omnichannel delivery, self-service adoption, service quality, and technology-enabled operational models.

• Assist clients in navigating operational readiness, understanding change impacts, enhancing user adoption, optimizing processes, mitigating risks, considering implementation factors, and evaluating tradeoffs.

• Create and present executive-level deliverables, workshops, decision-making forums, and readouts.

• Oversee multiple consulting projects or complex workstreams, managing scope, timeline, budget, risks, issues, stakeholder alignment, escalations, status updates, and quality assurance.

• Establish credibility and consultative influence with customer sponsors, operational leaders, and cross-functional partners.

• Contribute to proposal strategies, estimates, statements of work, assumptions, deliverables, pricing inputs, risks, and customer transition planning.

• Facilitate transitions from consulting to solution delivery through decision records, handoff documentation, success metrics, and implementation alignment.

• Mentor Product Consultants and project team members.

• Create reusable consulting resources, frameworks, templates, playbooks, assessment tools, value models, executive presentation formats, case studies, and best practices.

⛳️ Requirements

• Advanced understanding of healthcare payer operations, service experience, product adoption, customer experience, and market dynamics.

• Extensive knowledge of customer service and experience operations, including contact center performance, first-call resolution, average handle time, containment rates, member satisfaction, adoption, usage, operational efficiency, and value realization metrics.

• Proficient consulting abilities, encompassing discovery design, stakeholder interviewing, process mapping, gap analysis, root cause analysis, business case formulation, value modeling, requirements definition, roadmap creation, and storytelling for recommendations.

• Capability to analyze both quantitative and qualitative data, quantify operational and financial effects, rigorously test assumptions, and construct ROI analyses.

• Strong executive communication, facilitation, and storytelling capabilities.

• Excellent customer relationship management, stakeholder engagement, consultative influence, and conflict resolution skills.

• Ability to simultaneously manage multiple engagements or complex workstreams.

• Proficiency in Microsoft Office Suite, particularly advanced PowerPoint and executive-level written deliverables.

• Capacity to mentor others and enhance consulting methodologies and practice standards.

• Familiarity with approved AI-enabled tools in compliance with company policies, privacy, security, governance, healthcare data handling, and responsible AI practices.

• Experience with Pega or similar CRM and customer service platforms is preferred.

• Knowledge of Blue Cross Blue Shield plan operations or inter-plan programs is preferred.

• Understanding of payer administration systems for claims, membership, enrollment, and billing is preferred.

• Experience in fee-based professional services or commercial consulting is preferred.

• Familiarity with AI-enabled service technologies is preferred.

• A minimum of 7 years of experience in healthcare operations, product consulting, customer success, solutions consulting, professional services, business consulting, or related advisory roles.

• At least 5 years of experience with healthcare payer operations, service operations, contact center operations, product delivery, or technology-driven transformation.

• A minimum of 3 years of experience leading customer-facing consulting projects, complex workstreams, assessments, implementations, or advisory initiatives with measurable outcomes.

• Proven experience presenting findings, recommendations, business cases, roadmaps, or value realization results to director-level or executive stakeholders.

• Experience in creating executive-ready deliverables, business cases, process maps, recommendations, value models, or roadmaps.

• Proven ability to work collaboratively across functions with product, technology, operations, implementation, customer success, sales, account management, or professional services teams.

• Experience mentoring peers, guiding project contributors, or enhancing reusable consulting assets and delivery standards.

• Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, Product Management, Marketing, Operations, or related fields, or equivalent experience.

• Must have legal authorization to work in the United States.

• Must be able to operate workstation equipment for up to 8 hours daily.

• Willingness to travel approximately 20% of the time.

🏝️ Benefits

• Fully remote work from home.

• Enhanced work/life balance and savings on commuting.

• Blue Cross Blue Shield medical, dental, and vision insurance plans.

• Telehealth services for medical and behavioral consultations.

• Generous paid time off with buy/sell options.

• 9 company holidays, a floating day off, and a day dedicated to volunteering.

• Employee Assistance Program available.

• Wellness initiatives offering insurance discounts or credits towards health-related expenses.

• 401K plan featuring employer matching contributions.

• Company-funded spending/reimbursement accounts for out-of-pocket medical costs.

• Bonus and recognition programs.

• Tuition reimbursement assistance.

• Access to consultations with a financial planner.

• Basic Life & AD&D Insurance provided.

• Short- and long-term disability insurance options available.

• Supplemental term life insurance options available.

• Group discount programs for mobile and technology services.

• Comprehensive on-demand e-learning and performance support library at no cost.