Sr. Director, Service as a Product

Job Description

Role: Sr. Director, Service as a Product

Location: New York, NY

Full Time (Direct Hire)

Senior Director, Services as a Product

In a strategic shift toward providing differentiated service, Client is introducing a product leader role for service, accountable for the overall business impact of the collective service delivered by Client as part of its product portfolio.

Initial focus will be:

• Creating a vision for the customer experience of the future and helping the organization understand what it means to productize service
• Fully defining the service offering(s) that accompany Client’s portfolio of hardware and software products
• Establishing the criteria by which service impact can be measured over time and creating a scorecard
• Developing a multi-year service product roadmap, including incorporation of a proactive service approach into products and services as they are developed and enhanced
• Gaining buy-in from key stakeholders in the organization on the plan
• Working collaboratively with the service organization(s) to deliver service against standards

With alignment, focus will move toward execution planning – working closely with the operations, product, and technology teams to understand Client’s current challenges in supporting complex technical products in patient care environments and developing practical, well-coordinated plans to drive toward desired outcomes.

As the product leader for service, you will monitor and report on overall performance and work collaboratively to meet objectives. You will define, own and drive the overall product roadmap, ensuring timely delivery of service offerings in alignment with hardware, software and analytics solutions.

You will bring deep knowledge of customer service principles and practices in a variety of industries. Ideally, you will have some knowledge of pharmacy operations in a variety of contexts (large hospital systems, post-acute care, specialty pharmacies, retail) and an understanding of operational challenges, roles and responsibilities and stakeholders.

Most importantly, you know how to define and validate market opportunities, build business cases, and translate market and customer needs into product and service requirements. You are skilled in responding to the requests of multiple market-facing business units and adept at defining priorities and trade-offs.

Responsibilities

• Articulate the service value proposition and develop a business case to justify ongoing investment
• Establish business goals; 1-3 year product roadmap; and 6-12 month execution plans
• Manage the full life cycle of the service product offering
• Maintain integrity of service value proposition in all product offerings, staying aligned with product owners as the portfolio evolves
• Understand key levers and influence the plans of colleagues in operations, technology and product
• Work closely with operations leaders to establish and achieve service margin goals
• Develop a product scorecard and quarterly performance reviews to govern the performance of the service offering
• Work collaboratively with sales, marketing, finance, operations, service and others, define an overall performance scorecard, working to populate performance results monthly
• Analyze opportunities for improvement based on performance results and work collaboratively to motivate improvements as needed; celebrate success
• Build, lead and develop a small team of product managers

Required Knowledge and Skills

• Ability to think strategically and translate strategy into product plans and programs
• Ability to drive tactically while maintaining a big picture view
• Excellent communication skills: written, verbal, group presentations
• Flexibility to partner with and negotiate with colleagues and customers at all levels within and outside the organization
• Effective leadership skills and ability to listen, communicate and motivate teams to achieve results
• Ability to guide and mentor colleagues for effective decision-making and leadership abilities
• Possess positive attitude and creativity in generating solutions

Basic Qualifications

• 10 years of experience in service and product-oriented leadership roles in software-enabled services companies
• Demonstrated experience in high growth environments

Preferred Qualifications

• Master’s degree preferred
• Broader experience in other disciplines helpful including operations

Work Conditions

Travel up to 30%