Technology Project & Program Manager

We are seeking a Product Owner to enhance customer satisfaction with Nursing Education digital products. This role involves proactively managing relationships, resolving issues, and advocating for customer needs in product development. The Product Owner will implement best practices for issue resolution, gain in-depth knowledge of user workflows, and manage internal/external communications. Additionally, for select accounts, this position will provide project management oversight for digital product implementations, aligning customer outcomes with business goals.

Must Have

• Develop a deep understanding of Nursing Education customers and their needs
• Coordinate with Product Management on customer interactions
• Deliver clear, empathetic, and professional communication tailored to each key account
• Track and report on customer satisfaction metrics at key partnership accounts
• Develop best product implementation strategies with for key customers
• Translate customer reports/requests into actionable/prioritized work for Agile/Scrum teams
• Own the product development lifecycle/schedule by working with various Agile/Scrum teams
• Act as a product’s subject matter expert for coordinating the investigation and resolution of customer issues
• Superior communication and relationship management skills
• Demonstrated ability to remain professional and solution-oriented when managing time-sensitive or emotionally charged customer interactions
• Strong project management skills
• Ability to prioritize and act as a structured thinker who is able to see “the wood from the trees”
• Demonstrated experience coordinating cross-functional teams to reach/exceed goals
• Experience in implementing best practice/standards in support of customer issues
• At least 1-year experience in customer service/support, with exposure to digital product development (particularly with Agile/Scrum teams) or equivalent experience in working on products/solutions for educational/academic markets

Good to Have

• General knowledge of the Nursing Education market
• Experience with understanding Technology opportunities, constraints, and choices, and ability to articulate associated risks (and possible mitigation plans)
• Familiarity with Agile/Scrum principles and practices for Product Owners
• Exposure to digital products/solutions in the educational space (including testing/assessment products)
• Exposure to backlog software (e.g., Jira, VSO, Trello, Wrike) and communication applications (Slack, MS Teams, Salesforce, etc.)

Perks & Benefits

• Opportunity to make a real difference in how nursing students use products
• Be part of a dynamic global technology company
• Innovators with impact
• Help advance sustainability, health, justice, prosperity, and commerce
• Thrive where diversity is core to collective strength and high performance
• Caring and inclusive culture where you can belong
• Well-being benefits provide tools, programs, and resources
• Awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024

If you are a problem-solver who is passionate about ensuring customers are delighted by how products look/feel/work and are looking for a new challenge (as well as an opportunity to make a real difference in how nursing students use our products to become ready for practice), we want to hear from you!

We are looking for a Product Owner to help us in our mission to ensure that the students and faculty who use our Nursing Education digital products/platforms at our most strategic accounts realize the full value of our digital solutions by proactively managing relationships, resolving issues, and championing customer needs in product development. The Product Owner acts as both an advocate and advisor by aligning customer outcomes to business goals.

This Product Owner will have responsibility for implementing best practices in coordinating the investigation and resolution of common customer issues/requests for key accounts. The Product Owner will develop a first-hand, in-depth knowledge of what these users value and what helps customers in their workflows, to ensure nursing students and instructors have what they need to ensure the best educational experience. The Product Owner will work directly with key customers to troubleshoot problems and manage internal and external communications. In addition, for a limited number of customers, this Product Owner will provide project management oversite of implementation of digital products.

The Product Owner manages the customer relationship for identified accounts on their assigned digital products/platforms. While the Product Owner is not expected to make technology decisions or understand the detail of the coding, they must have sufficient understanding of technology issues as well as an in-depth understanding of the value each release brings to customers and how the release will work. This position will be closely aligned with the Product Management leadership in the ongoing development of our Enterprise Account strategy and will report to the Director of Product Development, Nursing.

The Product Owner’s primary responsibilities include:

• Developing a deep understanding of Nursing Education customers and their needs, particularly their day-to-day interactions with our digital products/solutions
• Coordinating with Product Management on customer interactions to ensure a shared, thorough understanding of customer needs and how they align to short- and long-term strategic goals
• Delivering clear, empathetic, and professional communication tailored to each key account, ensuring complex issues are explained effectively
• Tracking and reporting on customer satisfaction metrics at key partnership accounts
• Developing best product implementation strategies with for key customers, ensuring timely delivery and alignment with business objectives, including coordination with Digital Implementation Specialist and Integration Nurse team members for seamless onboarding to our products/platforms through structured planning, relationship management, stakeholder coordination, and proactive risk management
• Bringing excellent organizational skills and a laser-focus on customer service/insights to translate what customers have reported/requested into actionable/prioritized work for Agile/Scrum teams
• Owning the product development lifecycle/schedule by working with various Agile/Scrum teams to ensure that prioritized items are consumed/deployed in support of customer needs on the assigned products/platforms
• Being the “glue” in the product team who acts as a product’s “subject matter expert” for coordinating the investigation and resolution of customer issues across cross-functional internal teams (including, but not limited to, Product Management, Technology, Content, Sales, Sales Enablement, and Customer Success/Support)

Other Duties

Performs other duties as assigned by supervisor.

Job Qualifications

Education: College degree (BA/BS) or equivalent experience required.

Experience: At least 1-year experience in customer service/support, with exposure to digital product development (particularly with Agile/Scrum teams) or equivalent experience in working on products/solutions for educational/academic markets

Other Knowledge, Skills, Abilities, or Certifications:

Required:

• Superior communication and relationship management skills, including ability to facilitate customer communications (internal and external) and triage/troubleshoot customer escalations
• Demonstrated ability to remain professional and solution-oriented when managing time-sensitive or emotionally charged customer interactions, with a history of turning challenging situations into positive outcomes
• Strong project management skills, including ability to develop schedules, oversee work-in-progress, and implement risk mitigation strategies for efficient/effective solutions
• Ability to prioritize and act as a structured thinker who is able to see “the wood from the trees”
• Demonstrated experience coordinating cross-functional teams to reach/exceed goals
• Experience in implementing best practice/standards in support of customer issues

Preferred:

• General knowledge of the Nursing Education market
• Experience with understanding Technology opportunities, constraints, and choices, and ability to articulate associated risks (and possible mitigation plans)
• Familiarity with Agile/Scrum principles and practices for Product Owners
• Exposure to digital products/solutions in the educational space (including testing/assessment products)
• Exposure to backlog software (e.g., Jira, VSO, Trello, Wrike) and communication applications (Slack, MS Teams, Salesforce, etc.)

Travel Requirements

• Up to 10% travel required