Manager, Product Analyst - Digital CX (Remote)

Position Overview:

The Manager, Product Analyst – Digital Customer Experience is responsible for scaling and optimizing product development workflows across teams, ensuring seamless intake, prioritization, and execution of product initiatives. This role sets the strategic direction for product analysis, defining best practices, implementing frameworks for cross-functional collaboration, and ensuring that product execution aligns with business objectives.

As a key partner to product, engineering, and business leadership, this role develops governance models, process automation, and reporting mechanisms that drive efficiency and transparency. The Manager will also play a critical role in coaching and mentoring product analyst team members, fostering a high-performance, data-driven culture.

This role requires a strong strategic mindset, deep expertise in product execution processes, and

the ability to influence senior leadership to drive operational excellence.

Responsibilities

• Embody strategic process leadership
• Define and enforce best-in-class intake, prioritization, and execution processes.
• Build and scale product governance frameworks for cross-functional alignment.
• Conduct planning efforts to align product with company strategy.
• Lead scalability & efficiency improvements
• Develop long-term roadmaps for process and tooling improvements.
• Introduce automation, self-service tools, and workflows to improve efficiency.
• Scale product operating best practices across the organization.
• Enable data-driven decision making
• Oversee advanced reporting and analytics to track team efficiency and backlog trends.
• Provide data-driven insights to influence leadership decisions on prioritization and capacity planning.
• Stakeholder Influence & Change Management
• Act as the go-to expert for product execution strategy and operational excellence.
• Partner with Product and other leaders to improve product team effectiveness.
• Lead training and coaching efforts.

Required Leadership Skills & Behaviors

• A passionate, inspirational leader who leads with an enterprise mindset, challenges the status quo, and can align the organization behind a clear vision and strategy
• Has strong emotional intelligence and ability to engage and lead others through change to advance new ways of working
• Experience guiding high performance teams, driving accountability, empowerment, customer centricity and collaboration across functions and teams.

Required Skills and Competencies

• Customer-obsessed mindset
• Knowledge of IT systems development strongly preferred
• Ability to work cross functionally
• Strong communication skills - written and oral 
• CRM experience, preferably with Salesforce.com (exposure to both Sales and Marketing Cloud platforms a plus)
• Working, non-technical knowledge of broader IT concepts (i.e., Systems Integrations, Business Intelligence, Telephony and CTI, etc.)
• Possesses or obtain a Lean Six Sigma Green Belt certification
• Ability to establish strong relationships with all levels of an organization
• Perceptive, critical thinker with the ability to solve challenges creatively
• Proven ability to prioritize, multitask, and manage multiple complex bodies of work in a fast-paced work environment
• Confident, self-aware team player open to receiving/providing feedback to peers and colleagues
• Proficiency with various software applications, including but not limited to: MS Office, Excel, Clarity, Jira
• Familiarity/experience working with an Agile development methodology
• Outstanding attention to detail
• Ability to prioritize and work well in an fast moving environment with competing demands
   

Education and Experience

• 7+ years in product analysis / operations, product management, or business process optimization / Analysis
• Experience with cross-functional, multi-level working groups
• BA/BS in Business, Technology, or other related field or equivalent 9+ years' experience in lieu of degree
• Passion to continuously improve processes and practices.
• Diabetes experience or knowledge a plus
• Deep expertise in Jira, Confluence, SQL, Tableau, Looker, or other BI tools.
• Ability to design and implement scalable operational processes.
• Ability to scale operations and drive strategic change.
• Strong leadership and stakeholder management skills.
  Demonstrated flexibility and ability to function in a fast-paced, growth industry and work environment
• Strong problem-solving skills for complex business challenges.
• (Optional) Experience managing a team or mentoring junior team members.

Additional Information

• The position can be remote, hybrid or in-person at our Acton, MA headquarters. The preferred location is near San Diego, CA or Acton, MA.
• Travel is estimated at <25% but will flex depending on business need.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information: