Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Job Title: Customer Experience Program Manager

Department: Customer Experience

Manager/Supervisor: Global Document Management

FLSA Status: Exempt

Position Overview:

The Customer Experience Program Manager is responsible for overseeing and communicating progress on various product launches and Hyper-care activities in support of customers with diabetes across Product Support and Customer Care. This includes pilots, limited market release (LMR) and full market release (FMR) activities. The role participates in and leads Global cross-functional teams to ensure strong collaboration in the success of Product Launches and Hyper-care Support. The role is also responsible for creating and maintaining all technical support documentation for Associates across all internal and external contact centers to ensure Learning & Development activities ensue on time and with an accurate message.

Responsibilities:

• Plans and executes successful product releases, launches and enablement across Product Support and Customer Care


• Supports all aspects of product launch and product enhancements with the mindset of how new or enhanced products might impact Customer Experience activities.
  
  
  • Develops story boards and customer journeys to internally communicate New Product Introductions (NPI) / Product Enhancements
  
  
  • Performs Document Assessments for Process Owners to identify which functions may be impacted with a NPI/Enhancement introduction
  
  
  
  


• Translates technical aspects of new product introduction or enhanced product into 6th-grade level terms for agents to relate to what a customer might experience.


• Works with Research and Development to coordinate the development of cross-platform features and align technical design and implementation.


• Collaborates with the Business Analyst and CRM Development Teams to ensure systems meet the needs of product launch.


• Manages and communicates QA & UAT activities to ensure timely delivery of features,
  • Partners with development team to resolve production, QA, UAT, and regression defects.
  
  


• Accountable for establishing troubleshooting guidance to support new or enhance product activities.


• Serves as the main escalation point for Product Support and Customer Care Teams for product and service issues.
  • Manages and monitors escalations between Tier 2, 3 and 4, ensuring resolution for issues meet or exceed SLAs.
  
  


• Manage all aspects of Hyper-care across all products and services for Product Support and Customer Care teams.


• Ensures Training Department receives product, service, and technical material in support of training Product Support and Customer Care teams in preparation for product launch or releases.

Requirements:

• Bachelor's degree or Project Management certification, or equivalent


• Experience in utilizing project management tools/strategies.

• Excellent verbal, written communication, and presentation skills with exceptional attention to details

• Experience in establishing, maintaining, and communicating metrics and timeline initiatives.

Skills/Competencies:

• Ability to function in a high performance, fast-paced collaborative environment.


• Demonstrated success leading cross-functional teams and problem solving and ability to inspire, collaborate, and influence large, distributed teams with diverse skills.


• SCRUM Certified preferred.


• Customer centric mindset with focus on enablement.


• Demonstrates initiative to meet our mission for customer safety and satisfaction.


• Familiarity with Diabetes preferred


• Familiarity with Medical Device ISO13485 standard or CFR820 regulations preferred.

Travel Requirements

• 10-20% travel is required in this role domestically and may require periodic travel internationally


• The role does not require you to be located or relocate to Acton, MA

Physical Requirements (if applicable):

• Requires sitting and standing associated with a normal office environment.


• Manual dexterity needed for using a calculator and computer keyboard.


• Lightweight lifting may be required.


• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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:
The US base salary range for this full-time position is $89,500.00 - $134,500.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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