ASSOCIATE VP, PRODUCT MANAGEMENT, OMNI-PLATFORM

$181,200 - $249,300/Yr

Humana - Oklahoma City, OK

Full-time - Senior

Oklahoma City, OK

Insurance Carriers and Related Activities

About the position

The AVP, Product Management is responsible for setting the product vision, developing and managing product roadmaps, and ensuring successful customer adoption to achieve positive business outcomes. This role leads all phases of the product life cycle, from inception to market introduction, and monitors product efficacy post-launch, making adjustments based on customer feedback. The position requires a deep understanding of organizational capabilities and focuses on creating integrated customer experiences across various channels to enhance engagement and efficiency.

Responsibilities

• Define and implement the omnichannel experience strategy, integrating customer touchpoints across digital, mobile, call center, marketing, and offline platforms.
• Utilize the Adobe Experience Platform (AXP) to drive advanced data management and real-time personalization.
• Enable teams to utilize Adobe Experience Cloud tools to create, test, and optimize personalized customer experiences.
• Lead the migration of Adobe Experience Cloud to Adobe Experience Platform based on top use cases.
• Map customer journeys and use data to enhance the customer experience through personalization and segmentation.
• Use Adobe Customer Journey Analytics to track performance against enterprise growth and product OKRs.
• Create a backlog of use cases and experiences to be activated by the AXP and Omni team.
• Collaborate with data and analytics teams to harness customer data for content personalization and marketing optimization.
• Enable rapid test and learn strategies to determine winning customer journeys and engagement.
• Manage customer identity management systems to ensure secure and unified customer authentication across platforms.
• Lead product strategy for storing and enabling customer preferences across all channels.
• Influence and execute product strategy to integrate customer interaction across various platforms.
• Build trusted advisor relationships with other digital product leaders and functional teams.
• Manage and mentor a team of platform product managers, fostering collaboration with stakeholders.
• Develop and monitor key performance indicators (KPIs) to evaluate the success of omnichannel initiatives.
• Stay up to date with industry trends and best practices in digital marketing and customer experience.

Requirements

• Bachelor's degree in Marketing, Strategy, Digital technologies, or a related field (MBA desired).
• 12+ years of experience in digital customer experience or digital marketing, with 7+ years in a leadership role.
• Proven expertise in Adobe Experience Cloud solutions, particularly Adobe Experience Platform, Adobe Experience Manager, and Adobe Analytics.
• Strong understanding of omnichannel strategy and execution across digital, mobile, and physical channels.
• Experience in data-driven personalization and customer journey optimization using marketing automation tools.
• Experience with cloud-based customer experience using Azure, AWS, or Google Cloud.
• Familiarity with CRM systems such as Salesforce and customer data management platforms.
• At least 10+ years of professional experience in product management in digital and data platforms.
• Ability to define, build, and manage CX, marketing, omnichannel, and digital dashboards.

Nice-to-haves

• Master of Business Administration or relevant master's degree in technology or data space.
• Work experience in cloud data platforms and marketing data management.
• Experience in the healthcare and/or insurance industry.
• Strong experience with identity management platforms and preference management systems.
• Experience in omnichannel platform integrations, including web, mobile, social, and in-store technologies.
• Deep knowledge of customer data privacy regulations and security best practices.

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off including company and personal holidays
• Volunteer time off
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance