Product Manager – Patient Experience
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At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
SUMMARY
The Product Manager for UE Patient Experience executes the product vision and strategy for priority web properties. This role leads cross-functional teams to deliver integrated, customer-first digital experiences that support users throughout their health journey. The manager is accountable for solving customer problems and delivering measurable business outcomes by leveraging CX principles, Voice of the Customer (VoC), and UX testing.
HIERARCHY
Reports directly to the Sr. Director, Group Product Manager at a global pharma company.
PRIMARY DUTIES
- Lead cross-functional product teams (engineering, design, SEO, etc.) in executing the product vision and day-to-day initiatives.
- Champion continuous product discovery and delivery, validating solutions for usability, feasibility, and viability.
- Serve as a data-driven voice of the customer (VoC) during design, development, and testing phases.
- Track site performance and analytics to provide actionable insights for improving user engagement.
- Collaborate with stakeholders across Medical, Legal, Regulatory, and Marketing to ensure alignment and compliance.
- Facilitate updates and reviews with senior leadership to evaluate performance and secure resources.
- Apply industry trends and best practices to continuously improve digital experiences.
COMPETENCY
- Excellent communication, collaboration, and stakeholder management skills.
- Strong critical thinking skills and the ability to thrive in complex, dynamic environments.
- Proven ability to translate quantitative and qualitative data into effective marketing and communication plans.
- Ability to influence across all levels of the corporation.
- Strong organizational change management and conflict resolution skills.
REQUIRED EDUCATION
- Bachelor’s degree in a related field.
EXPERIENCE
- Basic: 5+ years in digital product management, UX testing, Human Centered Design (HCD), or digital product ownership.
- Basic: Demonstrable expertise managing digital products with cross-functional partners and VoC integration.
- Basic: Experience with redesigns and integration of multiple digital properties.
- Preferred: Experience with Adobe AEM, EDS, or similar site platforms.
- Preferred: Proven track record of operational compliance within the pharma industry (GDPR, CCPA).
LANGUAGE SKILLS
English
QUALIFICATIONS
- Track record of executing successful web product strategies supported by digital analytics.
- Strong understanding of UX principles, VoC digital data gathering, and digital design best practices.
- Knowledge of internal content approval processes.
PHYSICAL DEMANDS: IF REMOTE OR ADMINISTRATIVE
- Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
- Regular, repetitive movements such as typing, mouse movements, and scrolling.
- Ability to hear and understand spoken communications, both in person and via remote communication tools.
- Ability to see and read computer screens and printed documents, as well as adjust focus.
- Prolonged periods of looking at a computer screen.
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