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Digital Product Manager, Customer Experience

3 months ago

Mississauga, Ontario, Canada McKesson Full time

McKesson is a purpose-driven, Fortune 10 organization that influences nearly every facet of healthcare. We are recognized for providing insights, products, and services that enhance the accessibility and affordability of quality care. Our focus is on the health, happiness, and well-being of our employees and the communities we serve.

At McKesson, your contributions matter. We cultivate an environment where you can develop, make a difference, and are encouraged to introduce innovative ideas. Together, we thrive as we shape the future of health for patients, our communities, and our workforce.

Position Overview

In their daily operations, retail pharmacy and institutional clients engage with various digital platforms within the McKesson ecosystem. Collaborating closely across the organization and with McKesson Technology, this role is tasked with partnering with business stakeholders to inform, prioritize, and execute the roadmap and daily digital product initiatives related to the digital customer (B2B) experience.

Key Responsibilities:

As a key player, you will immerse yourself in the services offered by McKesson Canada to Retail / Institutional clients, comprehending customer requirements, business operations, and internal/external processes, ultimately becoming a domain expert and advocate for the digital customer experience.

Your responsibilities will include:

  1. Articulating the product vision and business needs to the McKesson Technology Product Management & Development teams.
  2. Assisting in defining objectives and KPIs, contributing to a data-driven culture and utilizing qualitative and quantitative analysis for critical product decisions.
  3. Leading requirements gathering and consultations with internal stakeholders to clarify customer needs.
  4. Collaborating internally and with partners to drive business objectives and ensure customer success.
  5. Participating in the creation of prototypes, mock-ups, and collaborating with Product UX/Design.
  6. Overseeing validation sessions with internal users and external clients.
  7. Documenting user stories and new features for implementation.
  8. Maintaining and refining the product backlog in conjunction with the McKesson Technology Product Manager.
  9. Engaging with the product team in their practices and contributing to the estimation of user stories.
  10. Attending scrum meetings and participating in sprint planning, stand-ups, retrospectives, and demos.
  11. Writing acceptance criteria and participating in the acceptance of product enhancements.
  12. Demonstrating the latest iterations to internal stakeholders and clients to gather feedback.
  13. Engaging in customer, internal, and competitive research.
  14. Participating in product usability research with clients and internal stakeholders.
  15. Collaborating with cross-functional teams such as design, privacy, security, account management/sales, procurement, communications, engineering, analytics, product development, and other business stakeholders in the development and ongoing progression of the product roadmap and journey.
  16. Utilizing existing tools and identifying new ones to support engagement with McKesson Technology development teams and partners.

Position Requirements:

  1. 7+ years of experience in product management or business analysis or equivalent.
  2. Bilingual (English / French) is a plus.
  3. Familiarity with product development processes.
  4. Experience with product usability practices; knowledge of user-centered design / product methodologies.
  5. Experience in agile environments, with flexibility in waterfall scenarios.
  6. Ability to work independently and manage uncertainties.
  7. A self-starter capable of working with minimal supervision.
  8. Ability to comprehend and work flexibly within a complex mix of various technology platforms.
  9. Customer experience-centric mindset focused on enhancing the customer journey.
  10. Essential communication skills; both verbal and written.
  11. Strong communicator with the ability to clearly convey product vision and expected outcomes.
  12. Ability to manage multiple stakeholders and various levels across internal groups and diverse customer types.
  13. Strong interpersonal skills.
  14. Professionalism, confidentiality, and sound judgment to work on projects at all organizational levels.
  15. Understanding of design quality standards.
  16. Strong attention to detail.
  17. Robust analytical skills.
  18. Technical and/or development experience; in-depth knowledge of Scrum and Agile Software Development Methodology.
  19. Previous experience in retail operations / healthcare is advantageous.
  20. Proven ability to thrive in a fast-paced environment and prioritize effectively.
  21. Ability to work in teams of various sizes and cross-functional environments.
  22. Strong understanding of the McKesson business ecosystem is beneficial, but not mandatory.