Digital Associate Product Manager, Disaster Client Care Products

Company Overview:

As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity.

WHAT YOU NEED TO KNOW ABOUT THE JOB:

The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our clients and workforce and to ensure our digital products support successful mission delivery. Our products support our humanitarian mission in many ways, including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assigning volunteers to critical mission roles.

About Our Disaster Client Care Products

RC Care is the client case management and financial assistance system for the American Red Cross's disaster relief services, supporting our volunteer workforce in providing timely, relevant, and scalable services to our clients in need 24/7. The product is built on the Salesforce platform, including Service and Experience Cloud, with numerous integrations, including payment services. The Shelter Client Information App (SCIA) is a new and growing application used for managing client registration and disaster services provided to clients in shelters. SCIA is a custom web app built in Blazor WebAssembly. The services, business units, and communities served by our disaster client care products will grow and adapt over time, and the products need to be constantly at the forefront anticipating evolving client, user, and business needs.

SCIA and RC Care are supported by dedicated Agile product teams, which operate like an internal start-up, working collaboratively with technical and program subject matter experts to grow and continuously improve the products.

The Position:

The Digital Associate Product Manager is a critical member of the product team, managing the full product lifecycle, from design to development and release, building new services and capabilities, and continuously improving the existing product. The Associate Product Manager will collaborate with design, product, technical, and program colleagues to facilitate understanding of business problems and opportunities, co-create digital solutions, and clearly communicate and document user stories, process maps, and other artifacts.

The RC Care team is a large team organized in multiple small team pods, which include an associate product manager, designer, developers and QA. Each pod focuses on a domain capability of the RC Care platform, introducing new capabilities and maintaining the product health of their domain. The Associate Product Manager (APM) will act independently as the primary product manager of their pod, in coordination with product leadership and other pod APMs.

WORK LOCATION & SCHEDULE: The selected candidate will work 100% remotely from home anywhere in the USA with a preference to work an East Coast schedule. (Core Working Hours 9:00am-5:00pm Eastern).

This position may travel and participate in meetings and conferences throughout Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):

• Converts business strategy into system design and functionality; ensures alignment between technical and business units on the strategy and solution proposals to achieve business strategy and requirements
• Facilitate discovery and the collection of business requirements from engaged stakeholders, applying varied design thinking and business analysis methods
• Analyzes business and user needs and identifies potential opportunities, challenges, and risks during product design
• Analyze and use trusted data to make evidence-based decisions and enable continuous improvement and measurable outcomes
• Ideate with service designers and technical team on product design and solutions, applying human-centered design and product design standards
• Facilitate cross-functional business review and alignment of product requirements, collaborating with business programs and operations, finance, legal, security, user support, and other stakeholders
• Create and organize Agile-oriented user stories into epics, phases, and functions in partnership with design, technical and business leads
• Provides and supports clear communication between product, technical, and business/program partners
• Serves as a product advisor and guide to new business stakeholders, providing training and demos as needed
• Coordinates with the Product Manager, Scrum Master and technical team to manage current and backlogged user stories
• Identify and resolve issues, influence stakeholders and manage relationships effectively
• Ensures business units are prepared for, and engaged in, User Acceptance Testing. Supports the development and execution of QA and UAT test cases by QA and UAT testers, providing feedback on expected product design and functionality.
• Monitors performance metrics and reviews system modification/change requests to ensure recommendations meet business units technology needs.
• Writes product communications and training for end users, including knowledge base articles and release notes
• Continuously learn and grow individual capabilities to keep pace with team, organizational, and industry growth and change

Scope: Individual contributor with comprehensive technical knowledge in specific area. Ability to execute highly complex or specialized projects. Adapt precedent and may make significant departures from traditional approaches to develop solutions.

Qualified candidates must beauthorizedto work in the United States. The American Red Cross does not sponsor employment visas.

WHAT YOU NEED TO SUCCEED (required/minimum qualifications):

• Education: Bachelor's Degree
• Experience: 7 years of experience required
• Management Experience: 0 years of supervisory experience required.

Knowledge / Skills / Abilities:

Technical/Functional:

• Experience working with diverse communities of end users and business stakeholders
• Experience with product design and development processes, and business process redesign
• Experience with Agile development frameworks
• Experience with design thinking methods
• Business acumen
• Proficient use of Microsoft applications (i.e., Outlook, Project, Visio, Excel, PowerPoint), Jira, and design tools including Mural and Lucidchart
• The ideal candidate will also have experience with Salesforce (Service and Experience Clouds); payment platforms and services; and online self-service portals; willingness to learn is essential

Coordination, Project Management, and Communication:

• Ability to coordinate tasks and deadlinesacross concurrent projects
• Skilled in relationship building and management with business and technical teams
• Independent and self-motivated with excellent communication skills
• Excellent interpersonal and communication skills
• Experience working with internal customers, management, and outside vendors
• Experience managing expectations and emerging issues
• Experience consolidating technical and business information for leadership presentations and reporting

WHAT WILL GIVE YOU A COMPETITIVE EDGE (preferred qualifications):

• Strong digital product management skills including mobile and web-based applications
• Experience in human centered design to include design thinking facilitation, research, usability tests, etc.

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