Assistant Director IT Product Management and User Experience

About CCNC: From the mountains to the coast, from large cities to small towns, Community Care of North Carolina is transforming health care. Informed by statewide data and predictive analytics, community-based care-managers work with local physicians and diverse teams of health professionals to develop whole-person plans of care that connect people to the right local resources and increase equity and access to high quality care.

CCNC Mission Statement: To improve the health and quality of life for all North Carolinians by building supporting better community-based healthcare delivery systems.

About the role

The CPESN Assistant Director – IT Product Management and User Experience is responsible for the user interface and user experience of CPESN IT products and offerings with CPESN participant pharmacy workforce members, as well as CPESN workforce members, both with CPESN USA, as well as affiliated staff of Local CPESN Networks. Experiences within the scope include portals, educational sites, welcome and onboarding systems, account management, and other workforce experiences as assigned. This position will supervise product managers, creative directors, customer success leads, and digital visualization staff.

Responsibilities

• Lead CPESN USA’s information technology and analytics user experience strategy, efforts, and deployments.
• Lead feature prioritization and implementation for multiple CPESN USA applications, including: MyCPESN, CPESN Program Gateway, CPESN BI, MyNCPA, NCPA Program Gateway, NCPA BI.
• Lead Product Management of key CPESN USA provided applications and efforts including; MyCPESN, CPESN Program Gateway, CPESN BI, MyNCPA, NCPA Program Gateway, NCPA BI.
• Envision, develop, and maintain user interface requirements from CPESN participating pharmacy workforce members with more than 5 thousand CPESN USA application users, with potential external clients maintaining a 10–15 thousand user base.
• Develop and maintain user interface requirements from CPESN USA workforce members.
• Work with CPESN Information Technology and Analytics division and assigned product managers to translate human factors and functional requirements into technical requirements.
• Manage development, maintenance, and life cycle of CPESN-supported User Interfaces, including: MyCPESN, CPESN Toolshed, CPESN BI, MyNCPA, and NCPA BI, as well as other user interfaces, software applications, and software utilities as developed and assigned.
• Develop and maintain a deep knowledge of CPESN’s customer relationship management software, back-end data structures, and application programming interfaces to interact with applications, portals, and user interfaces.
• Assist with the management of contact lists and communication output management.
• Assist with human factors, navigation, and updates to www.cpesn.com as directed by the Assistant Director for Communications and Marketing.
• Supervise staff responsible for:
  • Managing customer feedback through the collection, rating, and prioritizing of customer needs and wants (both internal and external).
  • Collaboration cross-functionally with CPESN Information Technology and Analytics division.
  • Translation of human factors and functional requirements into technical requirements.
  • Managing roadmap, development, and maintenance for CPESN digital products (e.g., MyCPESN, CPESN BI, Toolshed, and marketing website), including other sites/apps as they are developed.
  • Creation of product design systems and the development and maintenance of product design systems, templates, and asset libraries.
  • Assisting with marketing management on new user acquisition and engagement.

Requirements

• 10+ years of experience with graphic design, user interface, and human factors.
• 10+ years of experience with marketing (digital and hard copy) campaigns.
• 5+ years of experience with project management and digital and/or software release experience.
• 5+ years of communications (external) experience.
• Expertise in design tools such as Figma, Adobe Creative Suite, and other modern creative platforms.
• Bachelor’s degree required in a field of study that includes graphical layout and design and human factors for digital user experience optimization; Master’s or terminal degree preferred.

Skills

• Leadership in requirements gathering, translation to technical requirements, and release schedule orchestrations.
• Project management and cross-matrixed implementation(s) experience.
• Willingness to contribute and work as a team.
• Initiative, analytical thinking, and communication skills.
• Working understanding of CCNC privacy and security policies.
• Working understanding of CPESN Data Sources.
• Enthusiastic approach and learning mindset.
• Proactive communication and tactful honesty.
• Accepting and providing constructive feedback.
• Organization and team management.
• Thorough attention to detail.

Working Conditions

This position requires working in a remote home office environment with frequent phone calls, webinars, meetings, and computer work. After-hours meetings/phone calls/webinars may occasionally be required. Travel to meetings/conventions may be needed several times a year.

Benefits

• Competitive Benefits Package effective first day of employment.
• Opportunities for growth, training, and bonus incentives.

This is primarily a remote position. Occasional in-person training and travel may be required.