Sr. Product Manager, ESM
US-TX-Dallas
Careers (External)
Req #: 14678
Type: Full Time
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Overview: Since 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. The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally. #TheAHALife is our company culture, our way of life, reflecting our diversity, equity & inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued(tm) at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X (formerly Twitter), and at heart.jobs. Responsibilities: * Strategic 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. Qualifications: * Bachelor's degree in computer science, Software Engineering, MBA or related field or equivalent expererience. * 5 years of relveant epereince * 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 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 * Master's degree in computer science, Software Engineering, or a related field.
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