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 who want to develop transform how customers access care.

Position Summary:

Reporting to the VP, Portfolio Lead – Maintaining Health, the Product Lead – Behavioral Health will be accountable for end-to-end strategy, including technology & operations, GTM, and finance for Behavioral Health product(s). The Product Lead will own all product testing, development, and operations activities, as well as execute a commercialization plan. They will be responsible for identifying, hiring, growing, and developing a best-in-class product team. The Product Lead will report to the Portfolio Lead of the product family. This is an exciting opportunity to build a product from scratch and lead a team that will change the status quo for how a health system goes to market.

This position can be a hybrid position, if able to travel to Dallas, Texas as needed.

Jobs to Be Done:

1. Portfolio Strategy (define “the what”):

• Accountable for end-to-end product strategy informed by customer needs & problems and broader market trends

• Working in collaboration with the Innovation Portfolio team and Customer Journeys team, develops a deep understanding of customer needs and problems (via customer interviews, surveys, etc.) and the market (competitors, buyers, distributors) for the product

• Partners with Portfolio lead to develop product vision, roadmap, and execution plan

• Ensures the customer’s ongoing experience aligns to the product’s vision

• Based on guidance from the Portfolio Lead, define, test, and validate the technical and operational models for the product including:

• Technology & Operations Management

• Go-to-Market Strategy

• Financial Plan

• Define and report on OKRs

• Understands the minimum viable product at launch (i.e., smallest set of features needed to test a hypothesis) and approach for adding new features

2. Product Development & Operations (define and execute “the how”)

• Execute product development, owning the artifacts, leading all product testing, development, and operations activities

• Drive end-to-end agile product development process for the product

• Work with operational teams to design efficient processes

• Choose vendors and manage relationships with vendors/partners to drive success and drive results

• Effectively work with internal stakeholders (e.g. engineering, operations, finance) and external stakeholders (when applicable) to understand use cases, assess costs and feasibility, and align product development with BSWH objectives

• Continuously assess for process improvements and problems that need solving to optimize operations and financial performance, creating the blueprints that the operations team will follow

• Working with the Portfolio Lead to secure funding, optimize production costs and allocate resources appropriately throughout product development cycles

3. Product Commercialization (get product to market)

• Execute the GTM plan, aligning it to the product roadmap, in collaboration with internal (Marketing, Analytics) and external (Customer) stakeholders

• Based on channels selected by the Portfolio Lead, define, test, and iterate pricing, positioning, and promotion strategy

• Direct his or her team in monitoring and analytics of product performance and competitive environment

• Oversee execution of customer implementation plan and training of implementation team to successfully launch and implement products with customers

• Continuously refine go-to-market plan and approach

4. Team Development

• Identify, hire, grow, and develop a best-in-class product team

• Encourage a culture of humility and team empowerment to innovate through calculated risk-taking and entrepreneurial thinking

Success Factors:

• Achieve specific product goals (e.g., OKRs)

• Become the BSWH expert in the specific product problem area

• Maintain a product that solves a clear customer problem

• Manage product finances in accordance with approved budget

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

• Coach and guide a high-performing agile product team

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 bringing new solutions to the market within a product development framework

• Experience leading change and building new products

• Experience in startup culture

• Experience assessing and managing vendors

• Keen understanding of incumbent stakeholders (e.g. employers and health plans) and their needs

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's

• EXPERIENCE - 7 Years of Experience

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.