Product Operations WHPW Specialist

HealthPartners is hiring a Product Operations WHPW Specialist. This position supports the Living Well product by managing day-to-day production support and operational tasks. Accountabilities include owning the completion of operational deliverables (internal, client-facing, and vendor-connected), as well as managing the resolution of operational and technical issues that may arise. This role acts as a liaison between the digital team and the business. This position reports directly to the Manager of Well-being Product, receiving mentorship and support from the Sr. Product Operations Specialist.

ACCOUNTABILITIES:

1. General

• Maintain working knowledge of internal and external systems that support products and programs

• Communicate with the Digital, Operations and Client Management teams on program status, issues and changes

• Provide project management coordination while working with internal and external stakeholders

• Establish and document new product and program processes

• Create and coordinate new product and program training

• Support WHPW Health Promotion Department annual plan goals and objectives

• Perform other duties as assigned

1. Platform Operational Deliverables

• Complete the required operational tasks for all deliverable including but not limited to: scheduled processing, assist with web testing, website content updates, data-related activities such as data file loads and data troubleshooting

• Manage the calendar and schedule of all shared and customer-specific deliverables

• Evaluate existing processes and aid in implementing improvements that drive efficiency and accuracy

1. Platform Production Support

• Triage incoming Service Now tickets and work with the appropriate team(s) to respond and/or to resolve the issue. This involves completing the necessary research on the incoming ticket and working the ticket to resolution

• Research and problem solve on platform issues and customer deliverables

• Troubleshoot production data or site functionality issues

1. Product Vendor Support

• Involved throughout vendor integration work to ensure Product Operations can successfully and efficiently support vendor integration processes and production support issues

• Partner closely with the Product Consultant position, who owns the relationship management with the vendor

• Internal liaison and provider of day-to-day support for vendor-related operational tasks, including file feeds and technical specifications

• Primary contact for error resolution related to vendor-based services within the Living Well product

• Facilitate any necessary connection and communication between development team and the vendor

REQUIRED QUALIFICATIONS:

• Bachelor's degree in health or technical-related fields and three years of experience in business unit or product operations, including experience with digital development, technical systems, and vendors

• OR, in lieu of a Bachelor's degree, five years of experience in business unit or product operations, including experience with digital development, technical systems, and vendors

• Understanding of the software development process

• Process oriented, with strong attention to detail

• Ability to adapt to changing priorities and assignments

• Analytical and problem solving skills

• Excellent verbal and written communication skills

• Technology aptitude and data analysis skills

• Ability to represent Worksite Health and Population Well-being and HealthPartners in a professional manner

• Demonstrated planning and organizational skills

• Ability to work both independently and as part of a team

• Ability to simultaneously manage multiple projects

• Ability to identify urgent situations and act appropriately

• Strong customer/client service focus

• Strong computer skills, familiar with Microsoft Office products and capability to learn other computer and web-based applications and systems

PREFERRED QUALIFICATIONS:

• Knowledge of Continuous Quality Improvement practices.

• Understanding of health management systems (benefits, managed care)

• Experience with facilitating training sessions

• Previous experience with User Acceptance Testing (UAT)