Product Manager | Customer Experience

As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to support the digital transformation and innovation of our (insert area) business.

We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us profitably grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS®.

Headquartered in Reno, Nevada, EMPLOYERS attributes its long-standing success to our most valuable resource, our employees. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.

We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients, and how we treat each other.

At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement. As “America’s small business insurance specialist”, we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career.

General Summary:

The Product Manager CX Quoting and Agent & Policyholder Self-Service Portal is a tactical hands-on product leader who will deliver the next generation digital strategies, product and service for EMPLOYERS Quoting & Self-Service products that enable best-in-class experiences for our customers and workforce. This Product Manager will work with peers in business operations, customer experience, design, business architecture, product development, engineering, and analytics teams to implement the transformation of how customers buy and self-service insurance products from EMPLOYERS and internal capabilities that enable our employees to serve and delight customers at every touchpoint. #LI-Remote

The CX Quoting and Self-Service Product Manager is a highly effective hands-on and execution focused steward of products and services who will prepare roadmaps, participate in product design, write stories and UAT, conduct backlog grooming, participate in sprint planning, establish monitoring and KPI’s, lead A/B testing, and GTM. This Product Manager is expected to deliver the digital product and business transformations, working with cross-functional functional teams, in support of the greater goals of the organization.

Essential Duties and Responsibilities:

• Collaborates with business operations partners and customers to co-develop a roadmap and drive products and features from concept to launch in a fast-paced environment.
• Works with cross-functional teams and various stakeholders, including analytics, design/user experience, engineering, and user enablement.
• Turns user and data insights into products with actionable outcomes to the ultimate customer.
• Works in an Agile environment and continuously reviews the business needs, refines priorities, outlines milestones and deliverables, and identifies opportunities and risks.
• Partners with stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization.
• Develops, owns, and executes product roadmap, backlog, sprint planning and GTM.
• Translates product roadmap features into well-defined product requirements including features, epic and user stories, and user acceptance test criteria.
• Prioritizes and maintains the sprint backlog for assigned products, balancing the requirements of stakeholders.
• Works with designers in defining the product and Ui/UX visual design based on an intimate knowledge of the users and technology.
• Develops and maintains appropriate tracking and reporting of product performance post-launch to evaluate future investment.
• Perform Service Desk ticket triage and deliver non-IT development solutions.
• Other duties may be assigned.

Job Requirements:

• Bachelors degree in product management, computer science, or related field or equivalent work experience
• 2 years demonstrated experience in digital product ownership in an enterprise environment
• 2 years of experience in Agile and scrum processes and product development
• Knowledge of workers compensation business and technology a plus
• Strong analytical skills and experience in documenting business processes and workflows
• Experience developing product roadmaps, epics, stories and UAT
• Experience facilitating workshops and focus groups
• Experience developing business requirements
• Knowledge of design thinking and UI/UX visual design principles
• Strong business/client engagement skills
• Experience developing instructional and procedural documentation and presentations
• High level of competence with MS Office, Atlassian suite, JIRA, and Lucidcharts
• Certification as a scrum master and/or product owner is a plus
• Responsible for innovation and end-to-end launch of digital products and business process optimization.

An equivalent combination of education and experience may be substituted for the requirements listed above.