Customer Care Product Manager- Epic

JOB DESCRIPTION:

Position Overview

The Customer Care Product Manager- Epic partners with Customer Care stakeholders and Epic delivery teams to translate business needs into effective, scalable solutions within the Epic EMR. This position leads business requirement gathering, analyzes the problem space to define user stories, acceptance criteria, and ultimately verifies the work generated by the development teams meets the stakeholders’ requirements. This role owns the product vision, roadmap, and backlog for a defined set of Epic-based capabilities, guiding initiatives from intake and prioritization through implementation and delivery.

Serving as a key bridge between business partners and technical teams, the Product Manager brings strong Epic Cheers/CRM and Agile expertise to assess requests, shape solutions, and drive execution. The ideal candidate is a strong stakeholder partner, process-oriented, and comfortable balancing strategic problem-solving with hands-on product delivery in a complex, cross-functional environment.

This role is based in Madison, WI, with an onsite presence four days per week.

Essential Duties

Include, but are not limited to, the following:

• Demonstrate complete knowledge, skills, and understanding of practices for complex programs and initiatives exhibiting creativity and substantial understanding of specialized techniques, processes, and procedures.
• Engage as a key voice of the customer for stakeholders for one or more product areas to ensure their needs are heard and that delivery teams are getting the support needed.
• Translate user and business needs into high-level requirements for work assignments of medium complexity, by utilizing a structured process for gathering, analyzing, documenting, and managing change to assess and recommend solutions based on cost vs. benefit analysis and parallels to overall business strategy.
• Define acceptance criteria for product features of medium complexity and ensure they are understood by the delivery team.
• Maintain detailed documentation such as gap analyses, business process flow charts, decision tables, features, and business requirements document to aid in the development and refinement of new analytical tools and processes.
• Execute plans during the implementation phase, composing standard operating procedures (SOPs), participating in design reviews and walk throughs.
• Track product performance after implementation to ensure efficiency of operations and proactively provide continuous improvement recommendations.
• Define key performance indicators (KPIs) and metrics to measure product success. Monitor product performance, analyze data, and make data-driven decisions to improve product outcomes.
• Collaborate closely with Quality Engineering (QE) to ensure the product meets high standards of quality, performance and reliability by defining the product requirements and acceptance criteria, which are then used by the QE team to develop test plans and test cases.
• Create and maintain the product roadmap for area of responsibility that outlines the development and release of features.
• Communicate product strategy, roadmap, and progress to stakeholders, including executives, partners, and customers.
• Manage stakeholder expectations and prioritize competing demands to ensure alignment and focus.
• Actively participate in all squad ceremonies.
• Review work completed by the squad, provide feedback, and accept work, as applicable.
• Manage the product backlog by grooming and prioritizing, while ensuring work is in line with product strategy and OKRs.
• Develop and maintain relationships with customers and business partners to drive satisfaction.
• Consistently influence and make significant decisions within a project, demonstrating good judgment in selecting methods and techniques for obtaining solutions based in a solid understanding of business strategy and best practices with minimal instructions for difficult or unpredictable situations.
• Ability to collaborate and operate in a cross-cultural and complex matrixed environment to build consensus across functions.
• Contribute individual capabilities to the achievement of group objectives and work effectively with others in a group setting. This includes mentoring, coaching, and technical guidance for junior members of the team.
• Communicate clear and concise product updates and releases to internal and external stakeholders.
• Excellent interpersonal and communication skills.
• 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.

Minimum Qualifications

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• Relevant professional experience as outlined in the essential duties.
• Experience working on cross-functional teams to deliver products/services.
• Experience applying techniques and methods of modern product management, product discovery, and product delivery - along with expertise with product management platforms and tools.
• Problem-solving, organizational, and analytical skills with the ability to evolve product strategy based on research, data, and industry trends.
• Business analysis skills including, but not limited to, process and user flow definition and business KPIs.
• Experience in translating complex user, business, operational, and technical requirements into clear epics, features, stories, and acceptance criteria.
• Experience engaging with engineers, designers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• Epic Cheers/CRM certification & MyChart certification
• Agile certification (e.g., Certified Scrum Master (CSM), PMI-ACP, SAFe Agilist, or equivalent).5+ years in an organization that utilizes Epic (Can be in various capacities: At a health system that uses Epic, another diagnostic lab that leverages Aura, or even Epic itself)
• Demonstrated experience working with call center stakeholders to support inbound/outbound calls, customer/provider support, and CRM improvement initiatives.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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