Production Support Project Manager

Job ID 2022-4262

Project Management United States


Description

Position at WebMD

WebMD Provider Services, a division of WebMD, is committed to supporting patients and caregivers from discovery to recovery. As prospective patients start their health care search, we're there with customized marketing and ongoing personalized health education. Our highly engaging content is also used at the point of care, accessible on health system televisions and via patient's own devices. Our content's depth and thoughtfulness drive deeper patient understanding and engagement for health improvement. Additionally, our integration technologies such as Krames On FHIR and direct-to-patient messaging capabilities integrate seamlessly into the clinical workflow to deliver the right resources at the right time, freeing up clinicians to focus on what they do best—care for patients.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Summary

The Production Support Technical Project Manager is responsible for tracking and analyzing all Production issues on behalf of clients who are live with our tools. The essential function of the role is to collaborate with internal teams to gather client feedback, track related issues, coordinate teams to resolve them in a timely manner, and then assist in communicating resolution back to relevant clients.

Essential Duties and Responsibilities
include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Identify and document bugs and product issues, tracking steps to reproduce, expected behavior, and current behavior
  • Troubleshoot client integrations to minimize service disruptions
  • Meet with clients to test and document software issues, and to share updates on progress towards resolution
  • Engage with client executive leadership to ensure issue resolutions have been communicated clearly at all levels of their organization
  • Engage with internal teams to collaboratively develop solutions to client issues
  • Serve as escalation point for helpdesk team
  • Manage client customizations and configurations using administrative tooling
  • Attend regular technical team meetings to determine progress and address any questions or challenges regarding products
  • Update and maintain production technologies documentation ensuring internal and external stakeholders understand current status
  • Ability to operate independently in a cross-functional environment working with stakeholders from multiple internal and external teams
  • Strong sense of personal accountability regarding decision-making and collaborating across teams
  • Experience working in a high-level collaborative environment and promoting a teamwork mentality
  • Ability to predict challenges and seek to proactively head-off obstacles

Qualifications

Education and/or Experience

  • 7+ years of experience in a software support or implementation role. Education and Healthcare IT experience in lieu of experience will be considered.
  • Experience working with Epic or Cerner systems. Certification highly desired.
  • Bachelor's degree required, MBA or MS in Computer Science preferred.
  • Proven track record of successfully working with product development teams to execute on roadmap items
  • Proven ability to work in a fast-paced with high attention to detail and ability to manage multiple, competing priorities simultaneously
  • Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences
  • Excellent time management and organizational skills
  • Demonstrated ability to use hard data and metrics to back up assumptions and develop business cases. Ability to clearly communicate data insights to others
  • Willingness to roll up your sleeves and do whatever is necessary
  • Ability to think strategically and execute methodically
  • Experience working in Agile/Scrum environment and with Jira are all a plus
Physical Demands
Occasional business travel is required.