Background:

　　The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.

　　Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine for responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative “white space” opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.

　　The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care.

　　We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.

　　Position Summary:

　　Reporting to the EVP, Chief Product Officer, the Director of Product Operations will be a critical member of the Customer Solutions team, reporting directly to the Chief Product Officer of BSWH. They will help to oversee the development and commercialization of the Customer Solutions products, tracking and ensuring all product teams meet their OKRs. This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers.

　　This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.

　　Jobs to Be Done:

　　Oversee portfolio operationsOrganize the development of multiple digital products, ensuring alignment with BSWH’s strategic goals and objectives

　　Work with Portfolio Leads and Product Leads to develop and execute a comprehensive product strategy

　　Oversee operational aspects of the product portfolios, including resource allocation, budget management, and risk assessment

　　Maintain a deep understanding of the problem space, competitors, and industry

　　Monitor and analyze performance to continually improve productsTroubleshoot issues as they arise in conjunction with product and portfolio leads

　　Identify opportunities for improvement and innovation for the products

　　Drive continuous improvement initiatives to enhance operational efficiency, scalability, and customer satisfaction

　　Monitor and analyze portfolio performance and competitive environment

　　Measure OKRs

　　Liaise between BSWH leadership, portfolio/product leadership, and other stakeholdersProvide leadership and guidance to development teams, fostering a collaborative and high-performing work environment

　　Present regular updates, reports, and recommendations to the Chief Product Officer

　　Ensure proper coordination is in place between product and technology/platform teams

　　Success Factors:

　　Oversee successful product launches that address customer problems with a positive customer experience

　　Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization

　　Troubleshoot and expedite issues as they arise

　　Preferred Candidate Profile:

　　Bachelor’s degree in STEM or related field

　　Master of Business Administration or Product Development preferred

　　7 years of professional experience in healthcare product management

　　Willing to travel to Dallas at least 1x per month

　　Experience in operations leadership roles

　　Exhibits a growth-mindset; can be nimble, is able to continuously test, learn, iterate, and pivot to meet customer needs

　　Embraces ambiguity and thrives in a startup environment

　　BSWH Leadership Principles are critical to the success of our executive leaders and our organization. The executive team should model leadership principles in how they show up for their team (including the executive team) – and themselves – every day. The following principles define what we aspire to be and what we expect from each other.

　　Puts the Customer First - Leaders listen to their customers, using valuable insights to improve experiences and build loyalty

　　Empower your Team - Leaders remove barriers and ignite innovation

　　Hire and Develop the Best - Leaders hire exceptional and diverse talent, coach continuously and set a high bar for performance

　　Start with Why - Leaders start with the end in mind, articulating the why and painting a compelling picture of the future

　　Challenge your Biases - Leaders use data and diverse perspectives to guide decisions

　　Simplify - Leaders convert the complex to the simple

　　Take Action - Leaders move their teams quickly toward their goals, creating a safe environment to try new approaches and learn from them

　　Learn Continuously - Leaders love to learn and listen to understand, always looking for ways to apply new ideas

　　Minimum Requirements:

　　Bachelor’s Degree, preferably in STEM or related field

　　7 years required, 8-9 years preferred

　　As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.