LEAD, TECHNICAL PRODUCT MANAGER

Req : 210213 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: / Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle Posting Date: 07/22/2022 Closing Info: Open Until Filled Salary: Salary is commensurate with education and experience. Shift: First Shift Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (A higher degree of healthcare. All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. UW Medicines IT Services department has an outstanding opportunity for an Lead, Technical Product Manager! UW Medicines Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Primary Care (UWPC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Childrens University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Childrens). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission. In collaboration with UW Medicine IT Services (ITS) and under the general guidance of the Collaboration Services Manager, who sets direction and priorities, the primary focuses of the Lead Technical Product Manager (Lead) position are coordinating the work of the Collaboration Services Team, operating as the lead point of contact for assigned stakeholder groups, and leading the development of enterprise-level solutions for web technology systems and applications. Areas of responsibility include, but are not limited to: supporting the direction and priorities of the Manager by coordinating and overseeing the operational activities and system maintenance, and ensuring standard services are meeting appropriate targets; prioritizing and distributing the workload throughout the team, managing the day-to-day workflow, and reporting to the manager the status of work assignments; guiding a team of analysts in customer service for standard to complex web technology systems and applications; building and maintaining strong, long-lasting stakeholder relationships for enterprise-level solutions; providing product lifecycle ownership by maintaining a strong understanding of business strategic initiatives, current systems, and pain points throughout the enterprise, and developing solution proposals for the required support; ensuring the timely and successful delivery of Collaboration Services solutions according to stakeholder needs and objectives; coordinating plans to support solution delivery, and leading high severity requests or issue escalations as needed; forecasting and tracking the needs of stakeholder groups for both standard and complex solutions; clearly communicating the progress of initiatives to the internal team and stakeholders; identifying and proposing service management improvements; organizing the successful planning, implementation and transition to support of web systems and applications that further the mission of patient care, research and teaching; providing advice, coaching and mentorship to team on work techniques, best practices, and operational expertise; and serving as the managers delegate to represent the team to customers, project managers, technical leadership and organizational management. This position must be able to work independently and within a team environment managing multiple priorities in a fast-paced environment.RESPONSIBILITIES Leading Team Operational Activities and Product Lifecycle Ownership (35%) Assume primary leadership responsibility for a portion of the web technology systems and applications. Oversee the operational activities of the team. Create a vision for the evolution of assigned systems and applications. Develop and maintain strong team processes and capabilities through the enhancement, deployment, and maintenance of methods, metrics, tools, training, education, and communication. Create, advise, and ensure operational processes and procedures are in place and documented for the stability and reliability. Capture and report on teamwork assignments reflecting status, priority, capacity, and utilization. Support the manager to define team activities, direction, and priorities. Elicit and document requirements in the established form. Document acceptance criteria. Create and prioritize the product backlog. Lead scheduling and resource planning efforts for production cycles. Manage production cycles to ensure timely product delivery. Oversee acceptance testing. Actively manage support issues and risks. Manage high severity requests or issue escalations as needed. Manage scope, schedule, and budget for major efforts. Lead troubleshooting exercises or incident teams. May be asked to lead a group of peers to resolve urgent issues. Meet regularly with staff; conduct frequent huddles, team meetings, and one-on-ones with staff. Regularly track work of staff; prioritize work for team and individuals. Assist with developing trainings for staff. Develop and deliver improved communications, reporting, use of common project tools, processes and methodologies, and standards. Define/monitor processes necessary to ensuring timely, high-quality delivery of services. Participate in and occasionally represent the team in weekly leadership meetings as required. Communicate activities to leadership and staff. Provides feedback to the manager on team member performance and is involved in the performance evaluation process. Provides feedback to the manager on work-related issues, including those that might lead to employee corrective action.Customer Relationship Management (25%) Operate as the lead point of contact for any and all matters specific to assigned customers, and guide customer interactions for a team of analysts. Build and maintain strong, long-lasting customer relationships. Manage senior and leadership level customer relationships. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors. Clearly communicate the progress of active initiatives to internal and external stakeholders. Represent the Collaboration Services Team as a committed partner in all customer interactions.Team Operational Improvements Projects (20%) Use project management principles to plan, execute, and monitor operational efforts necessary to improve team operations related to product production and support. Operational efforts are projects that are not large enough to be managed via the PMO. Examples of theses projects are: Develop standards related to the work of the team. Develop or refine processes and/or workflows. Negotiate processes with other ITS teams. Define scope, develop work plans, track status, and provide regular reports on progress and any issues. Identify solutions when problems are encountered. Proactively identify any issues that might impact the on time delivery of the project and propose options to keep the project on schedule. Keep all project stakeholders informed of status. Collaborate appropriately with other team members to ensure broad knowledge to drive the project work and proper preparation for operational handoffs. Create or update operational documentation associated with the project work. Schedule and execute timely operational handoff at the close of a project.Mentoring (15%) Mentor team members in technical and departmental knowledge, practices, processes, and procedures. Guide customers and other staff in best practices, technical trends, and valuable resources. Provide feedback to Manager on team members, customers, and other staff to support the development of training and education. Lead and mentor team members in troubleshooting or problem-solving exercises. Collaborate with Manager on and occasionally lead staff professional development activities.Personal Development Activities (5%) Participate in technical user groups and online forums to maintain current knowledge of Collaboration Services and how they may be effectively used to solve business problems. Maintain awareness of web technology advances and participate in team activities to examine when and how new approaches can be applied to the work at UW Medicine.Other (5%) Participate in all aspects of improving the team, including education/training of other team members and contributing to process/communication improvement initiatives. Work with manager to set professional goals for career development. Act as back-up for other team members and functions, as needed.This position responsible for organizing and overseeing the operational activities within a defined team. Lead Responsibilities include: Lead efforts for enterprise-level solutions and will also be expected to mentor other analysts for more standard or less complex solutions. Primary support to the Collaboration Services Manager and has project lead responsibilities for internal team operational projects, as well as acting as the team''s project coordinator for large, complex enterprise projects. Make assignments and distribute workload, manage the day-to-day workflow within the defined team, lead team meetings and huddles, and report to manager regarding completion of workflow. Coordinate implementation and oversee the work of a group assigned to a specific project, including identification of assignments and responsibility, establishing work deadlines for project team members, and coordinating completion of activities. Act as a liaison to customers and project managers, and represent the team to management. Mentor team members on techniques, best practices, and operational expertise. Though the Lead has no formal human resources responsibilities, this position may: Provide feedback to the manager on work-related issues, including those that might lead to corrective action. Provide feedback to the manager on recruiting, hiring, and performance evaluation (i.e. gather customer feedback, draft evaluation, attend the review meeting with the manager and co-worker). Act as the primary contact for issue escalation and engage team members in conflict resolution. Vet purchases on behalf of the team. Collaborate with other leads, supervisors, and managers to coordinate services and negotiate operating level agreements. May backfill the managers role on an interim basis for when a manager is out of the office for a planned or unplanned event.REQUIREMENTS Bachelor''s degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience.5+ years of experience must include: 5+ years professional IT experience producing requirements for IT applications, systems, or services. 4+ years professional IT experience in the area of designing, maintaining, and optimizing Collaboration Services (applications and/or websites). 1+ year of formal mentorship experience. Formal project or team leadership experience related to support of custom or vendor software. This may be as a business analyst, project manager, program manager, or product manager. Exemplary customer service experience effectively working with multiple, diverse stakeholders for enterprise level solutions. Advanced experience using Microsoft Azure to manage enterprise level solutions and guide other analysts in more standard solutions. Proficiency with Microsoft 365, Sharepoint, Teams, etc. Advanced knowledge of and ability to instruct other analysts in modern web design including accessibility, usability, browser compatibility, progressive enhancement, and release management. Advanced experience and ability to instruct other analysts with HTML, CSS, and Javascript. Exceptional interpersonal and customer relationship management skills for a wide range of technical and non-technical staff, physicians, and medical staff. Guides other analysts in establishing and maintaining stakeholder relationships.DESIRED Previous experience in and knowledge of academic healthcare systems and/or operational environments. Advanced degree (e.g., Masters, PhD, etc.) 8+ years of experience in a formal application service role in complex multi-disciplinary environments. Experience working with marketing or medical professionals as stakeholders.CONDITIONS OF EMPLOYMENT This is an Information Technology deadline-driven work environment. The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed. Must have the ability to meet in person as directed by manager. Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed. Must coordinate projects without direct supervisory authority. Must work within the constraints of multiple technical environments. ITS provides services to all UW Medicine organizations HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration. Ability to communicate effectively in English, both verbally and in writing.monsterUniversity of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

Created: 2025-11-15