Digital Associate Product Manager, Disaster Client Care Products

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description

Company Overview

As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs.

At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity.

WHAT YOU NEED TO KNOW ABOUT THE JOB

The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our clients and workforce and to ensure our digital products support successful mission delivery. Our products support our humanitarian mission in many ways, including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assigning volunteers to critical mission roles.

About Our Disaster Client Care Products

RC Care is the client case management and financial assistance system for the American Red Cross’s disaster relief services, supporting our volunteer workforce in providing timely, relevant, and scalable services to our clients in need 24/7. The product is built on the Salesforce platform, including Service and Experience Cloud, with numerous integrations, including payment services.

The Shelter Client Information App (SCIA) is a new and growing application used for managing client registration and disaster services provided to clients in shelters. SCIA is a custom web app built in Blazor WebAssembly. The services, business units, and communities served by our disaster client care products will grow and adapt over time, and the products need to be constantly at the forefront anticipating evolving client, user, and business needs.

SCIA and RC Care are supported by dedicated Agile product teams, which operate like an internal start-up, working collaboratively with technical and program subject matter experts to grow and continuously improve the products.

The Position

The Digital Associate Product Manager is a critical member of the product team, managing the full product lifecycle, from design to development and release, building new services and capabilities, and continuously improving the existing product. The Associate Product Manager will collaborate with design, product, technical, and program colleagues to facilitate understanding of business problems and opportunities, co-create digital solutions, and clearly communicate and document user stories, process maps, and other artifacts.

The RC Care team is a large team organized in multiple small team pods, which include an associate product manager, designer, developers and QA. Each pod focuses on a domain capability of the RC Care platform, introducing new capabilities and maintaining the product health of their domain. The Associate Product Manager (APM) will act independently as the primary product manager of their pod, in coordination with product leadership and other pod APMs.

WORK LOCATION & SCHEDULE: The selected candidate will work 100% remotely from home anywhere in the USA with a preference to work an East Coast schedule. (Core Working Hours 9:00am-5:00pm Eastern).

This position may travel and participate in meetings and conferences throughout Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities)

Converts business strategy into system design and functionality; ensures alignment between technical and business units on the strategy and solution proposals to achieve business strategy and requirements Facilitate discovery and the collection of business requirements from engaged stakeholders, applying varied design thinking and business analysis methods Analyzes business and user needs and identifies potential opportunities, challenges, and risks during product design Analyze and use trusted data to make evidence-based decisions and enable continuous improvement and measurable outcomes Ideate with service designers and technical team on product design and solutions, applying human-centered design and product design standards Facilitate cross-functional business review and alignment of product requirements, collaborating with business programs and operations, finance, legal, security, user support, and other stakeholders Create and organize Agile-oriented user stories into epics, phases, and functions in partnership with design, technical and business leads Provides and supports clear communication between product, technical, and business/program partners Serves as a product advisor and guide to new business stakeholders, providing training and demos as needed Coordinates with the Product Manager, Scrum Master and technical team to manage current and backlogged user stories Identify and resolve issues, influence stakeholders and manage relationships effectively Ensures business units are prepared for, and engaged in, User Acceptance Testing.

Supports the development and execution of QA and UAT test cases by QA and UAT testers, providing feedback on expected product design and functionality.

Monitors performance metrics and reviews system modification/change requests to ensure recommendations meet business units technology needs.

Writes product communications and training for end users, including knowledge base articles and release notes Continuously learn and grow individual capabilities to keep pace with team, organizational, and industry growth and change Scope: Individual contributor with comprehensive technical knowledge in specific area.

Ability to execute highly complex or specialized projects. Adapt precedent and may make significant departures from traditional approaches to develop solutions.

Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

WHAT YOU NEED TO SUCCEED (required/minimum qualifications)

Education: Bachelor’s Degree

Experience: 7 years of experience required Management Experience: 0 years of supervisory experience required.

Knowledge / Skills / Abilities

Technical/Functional

Experience working with diverse communities of end users and business stakeholders Experience with product design and development processes, and business process redesign Experience with Agile development frameworks Experience with design thinking methods

Business acumen

Proficient use of Microsoft applications (i.e., Outlook, Project, Visio, Excel, PowerPoint), Jira, and design tools including Mural and Lucidchart The ideal candidate will also have experience with Salesforce (Service and Experience Clouds); payment platforms and services; and online self-service portals; willingness to learn is essential

Coordination, Project Management, and Communication

Ability to coordinate tasks and deadlines across concurrent projects Skilled in relationship building and management with business and technical teams Independent and self-motivated with excellent communication skills Excellent interpersonal and communication skills Experience working with internal customers, management, and outside vendors Experience managing expectations and emerging issues Experience consolidating technical and business information for leadership presentations and reporting

WHAT WILL GIVE YOU A COMPETITIVE EDGE (preferred qualifications)

Strong digital product management skills including mobile and web-based applications Experience in human centered design to include design thinking facilitation, research, usability tests, etc.

• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined.

Travel & Work Conditions: Occasional travel may be required for workshops and direct client and workforce user experience research. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster, and to deploy annually for a period of 2 weeks to support disaster mission delivery in-person on a disaster relief operation.

Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Ability to use a personal computer, applicable software, and office equipment for sustained periods of time. May include sitting for long periods of time, driving a vehicle, and working under challenging conditions.

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PAY INFORMATION

The annual salary range for this position is $83K - $105K. We do not offer an annual bonus for this role.

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

**We will review specific salary information at the time of phone screening based upon your location & experience.**

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

BENEFITS FOR YOU

As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition
• LI-EH1

Apply now! Joining our team will provide you with the opportunity to make your career a force for good!

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce.

American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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