Sr. Product Manager, ESM
Company: American Heart Association
Location: Aurora
Posted on: February 15, 2025
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Job Description:
Sr. Product Manager, ESM Aurora, Colorado Role posted within
several U.S. cities - 2024-14678OverviewSince our founding in 1924,
we've cut cardiovascular disease deaths in half, but there is still
so much more to do. To overcome today's biggest health challenges
and accelerate this progress, we need passionate individuals like
you. Join our movement, be part of the progress, and help ensure a
healthier future for all. You matter, and so does the impact you
can make with us.The Sr. Product Manager for the Enterprise Service
Management (ESM, ServiceNow) platform will be part of the American
Heart Association Business Technology (BT) group and work with
various collaborators and individual contributors across multiple
business units and vendors. This role will be responsible for
providing strategic direction and acting as an evangelist for the
ESM platform.The Sr. Product Manager, ESM, will be responsible for
defining the product vision, strategy, and communications to
collaborators and will develop, prioritize, and maintain a 12 to
24-month product roadmap in collaboration with delivery teams,
collaborators, and leadership. This role will also establish and
lead ESM's Enterprise Governance Committee, which will guide key
strategic decisions and investment prioritization. The Sr. Product
Manager, ESM will have expertise that spans the entire product
development life cycle from identifying customer needs to defining
user experiences, ensuring successful launches and user adoption,
driving ongoing improvements, and leading an organizational shift
to a product lifecycle management approach. This role will provide
strategic direction for the application and act as a liaison
between business and IT stakeholders during the implementation and
post-go-live day-to-day activities.ResponsibilitiesStrategic
Leadership: Develops and maintains the product vision and a product
roadmap that is forward-looking and customer-driven by operating at
the intersection of business, technology, and user experience;
setting goals, defining success, and organizing and motivating
business, technology, and vendor teams. Stays informed about
industry trends and new technologies relevant to the ESM platform,
to advise product strategy and decision-making for internal and
external customer base.Value Realization: Responsible for improving
the value that the ESM platform creates by facilitating the
adoption and ongoing optimization of the platform, ensuring that
the component software systems meet the business goals of improving
staff efficiency, increasing transparency of work progress, and
reducing reputational risk by improving brand compliance. Assists
business operations managers in developing, implementing, and
managing strategies for using the platform to meet business
goals.Stakeholder Engagement and Customer Satisfaction: Establish
and evolve ESM's Enterprise Governance Committee with various
American Heart Association divisions, engage and facilitate key
strategic decisions and investment prioritization. Create
governance processes, communications, and meeting cadences per the
stakeholders' needs. As the ServiceNow platform continues to
evolve, and new opportunities arise from various American Heart
Association divisions, ensure the product meets the customers'
requirements and deliverables are up to their
satisfaction.Technical Leadership: Guides technology teams with the
high-level scoping of potential platform expansions (the onboarding
of new business use cases) and collaborates with the BT strategic
program team and vendor teams to estimate the budget required for
discovery, configuration/development, integrations,
implementations, and support. Presents opportunities to the
Enterprise Governance Committee for input, decision-making and
prioritization.Cross-Team Collaboration: Work with BT's Business
Solutions Managers (BSM) and Enterprise Solutions Architects (ESA)
in assessing and advising on BT Project Intake Requests involving
work/task management and tracking tools.Operational Leadership:
Collaborates with business operations and vendor support teams to
capture user feedback, develop KPI's and gather insights to make
data-driven decisions and optimizations to drive adoption and usage
for the product. Creates/maintains technical support documentation
for the ESM platform. Trains American Heart Association
collaborators in operational procedures and ensures the ESM
platform's contract support model is cost efficient and
effective.QualificationsBachelor's degree in computer science,
Software Engineering, MBA or related field or equivalent
experience.5 years of relevant experience.Program management
experience, including meeting facilitation, customer and internal
team engagement, project and operational management, and ability to
execute structured approaches/methodologies to business
problems.Experience in implementing ServiceNow or Jira, CMDB and
HelpDesk.Experience in capturing user stories and converting them
into sprint stories.Experience with systems integrations and data
migrations.Significant experience in B2B or B2C product lifecycle
management and working in an Agile software development
environment.Experience with translating user feedback and needs
into requirements for process, functional, and technical
improvements.Excellent communication skills (written and verbal),
as well as group facilitation and relationship management skills;
experience working with a stakeholder audience which comprises a
broad span of organizational levels and has a wide range of
expertise.Proven ability to cultivate and manage relationships with
business partners, internal IT partners, and vendors.Extensive
leadership and operational managerial experience; ability to
communicate effectively in a geographically dispersed
team.Experience working with individuals with varied levels of
knowledge and experience using new systems and technology (e.g.,
change enablement).Strong problem-solving skills with a creative
approach and ability to think strategically and analytically.Strong
collaborator who will naturally work cross-functionally but is also
comfortable operating independently.Preferred Qualifications
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Keywords: American Heart Association, Aurora , Sr. Product Manager, ESM, Executive , Aurora, Colorado
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