Digital Product Owner

Key Essential Functions And Accountabilities Of The Job

• Own the digital product outcomes (KPIs/OKRs, adoption, experience quality)
• Ensure delivered work is measurable and continuously improved post-release
• Product Ownership & Value Delivery:
  • Define and maintain success metrics (KPIs/OKRs) and ensure a consistent measurement plan (baseline → target → results)
  • Prioritize enhancements using clear value criteria (patient impact, access improvement, brand trust, operational efficiency, compliance risk, cost)

Requirements, Discovery & Backlog Partnership

• Lead discovery with stakeholders and end users to identify pain points, workflow gaps, and desired outcomes
• Translate needs into clear business requirements, user journeys, and acceptance criteria suitable for delivery planning
• Partner with IT product delivery to refine items into executable work (e.g., “definition of ready,” dependency identification, UAT approach)
• Maintain a “single source of truth” for requirements, decisions, and release intent

Stakeholder Alignment & Governance

• Build and manage a stakeholder network across marketing, operations, and clinical partners for input, approvals, and feedback
• Facilitate recurring governance rhythms (working group, steering updates, release readiness reviews)

Training, Communications & Change Management

• Own business-side change planning: impact assessment, communications strategy, and adoption reinforcement
• Cook up job aids, FAQs, quick-reference guides, and end-user communications aligned to SEARHC tone and patient/community needs
• Partner with Training/Org Development (as applicable) to plan and execute training for staff and support teams
• Establish a super-user/SME feedback loop to improve usability and reduce support burden

Testing, Readiness & Go-Live Support

• Coordinate user acceptance testing (UAT): scenario definition, participant scheduling, feedback capture, and sign-off readiness
• Ensure post-release monitoring and feedback capture are built into the rollout plan

Performance Management & Continuous Improvement

• Manage an enhancement pipeline driven by data (analytics, support trends) and voice-of-customer feedback
• Identify opportunities to streamline workflows, improve experience, and increase trust through consistency and clarity

Privacy, Compliance & Risk Awareness

• Ensure requirements and communications incorporate appropriate privacy and compliance expectations (e.g., HIPAA, minimum necessary access, secure handling of sensitive information)
• Proactively identify patient experience and operational risks; coordinate mitigations with IT and business partners

Other Functions

• Performs other related functions or duties as assigned or required

Supervisory Responsibilities

• Partners on mid-sized projects and initiatives in the digital delivery ecosystem

Education, Certifications, And Licenses Required

• Bachelor’s degree in Marketing, Communications, Business, Healthcare Administration, IT, or related field; or 5 yrs of equivalent work experience

Experience Required

• 3+ years of experience in a role involving digital experience ownership, business analysis, marketing operations, project coordination, or change/adoption leadership
• Demonstrated ability to gather requirements, facilitate stakeholder sessions, and document workflows and acceptance criteria
• Experience driving training, communications, and adoption for new tools or process changes
• Strong writing and facilitation skills with the ability to communicate clearly to both frontline users and leadership

Knowledge, Skills, And Abilities

• Strong stakeholder management and ability to align diverse perspectives into decisions
• Clear, structured documentation and communication skills
• Ability to translate “needs” into measurable outcomes and prioritized work
• Customer service mindset; empathy for patients and frontline staff
• Organized, proactive, and able to manage multiple initiatives in parallel
• Sound judgment with sensitive information and confidentiality

Preferred Qualifications

• Experience supporting patient-facing digital experiences (web/mobile, patient engagement, messaging, CRM journeys)
• Familiarity with Agile concepts and iterative delivery (backlogs, releases, prioritization), partnering with technical teams
• Experience coordinating UAT and supporting go-lives for digital products
• Comfort using analytics to measure outcomes (Excel, dashboards, Power BI or equivalent)
• Experience working with vendors, coordinating releases, and managing service expectations
• AI Literacy Expectations: Responsible use of approved AI tools to draft communications, training outlines, meeting summaries, and requirement templates—always with human review and validation
• Data protection discipline: never input PHI/PII or sensitive operational details into non-approved tools; use de-identified examples and follow SEARHC guidance
• Verification and quality checks: validate AI-generated content against workflows, policies, stakeholder decisions, and known facts
• Bias and accessibility awareness: ensure communications are inclusive, culturally respectful, and clear for diverse audiences
• Practical evaluation: understand where AI features appear in digital tools (e.g., summarization, chat assistance) and ensure users receive appropriate guidance on safe and effective use

Computer Skills

• Proficient in Microsoft Office Products including Word and PowerPoint
• Other SEARHC provided computer applications

Other Qualifications

• Outcome-oriented product ownership
• Change leadership and adoption planning
• Data-informed decision making
• Collaboration and influence without authority
• Continuous improvement mindset
• Clear communication under pressure

Travel Required

• Limited travel

Required Certifications

• If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!