Solutions Manager

About AbleTo

Join our mission-driven organization, where your work matters and a diversity of ideas and backgrounds are welcomed. AbleTo is the leading provider of high quality, technology-enabled behavioral health care. We believe that everyone deserves access to high-quality care and offer a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. Members also have access to mental health coaches, and digital support programs. Our outcomes-focused approach is proven to improve both behavioral and physical health and lower medical costs.

Overview

As a Solution Manager II, you will partner with a senior SM to drive value in AbleTo’s Customer Relationship and Contact Center Management capability areas. You will support an agile team of skilled CRM/CCM admins and engineers as Product Owner of one or more aspects of our core solution(s). You will work cross-functionally with other stakeholders and agile teams to translate the common product vision, execute on that vision and measure its impact, coordinate dependencies, and communicate priorities.

Primary Responsibilities: 

• Document requirements for product features clearly and concisely to ensure alignment.
• Work with engineering partners to write detailed stories with acceptance criteria and tests for features.
• Be the primary owner of the team backlog, ensuring the team’s backlog is up-to-date, in order of priority, visible, transparent, and clear to all.
• Project manages the execution of features, keeping all parties coordinated and driving towards the next milestone.
• Stay closely connected to design and engineering to answer questions, uncover roadblocks and to quickly resolve them.
• Accept completed stories once they meet the acceptance criteria.
• Support feature QA, and be responsible for the features we ship perform as designed.
• Actively participate in the agile team's backlog grooming sessions, retrospectives, and product demos.
• Collaborate with a Senior SM, business owners, and other key stakeholders to understand problems, set goals, lay out key assumptions and constraints and set a direction for our features.
• Communicate risks, scope trade-offs, and timeline impacts to stakeholders.
• Support the long-term product vision for your product and the path to get there.
• Talk to customers and stakeholders to understand their pain-points and desires.
• Insist on precision and accuracy in your team’s work product and deliverables.
• Evaluate multiple SAAS (Software As A Service) vendors to decide on the best solution for the stakeholders
• Manage vendor relationships, contracts, and vendor monitoring

Key Initiatives in first 15 months: (Project Management, Requirements, Vendor Management, and Thought leadership)

• 8x8 Telephony system for practitioners
• Auto Session Reminder calls:
• Vendor Performance Monitoring and Contract Reviews
• Implement and Operationalize new Performance Management system 
• Support for New Platform “Activate”
• Telephony System Evaluations

Position Requirements

• Bachelor’s degree, preferably in Management Information Systems (MIS).
• 2-4 years of Salesforce product implementation and operations experience, preferably in a medium to large omni-channel healthcare contact center environment.
• 2 years experience defining and documenting product requirements into small, well-articulated, and valuable deliverables, preferably using behavior-driven techniques.
• 2 years experience working with designers and engineers in the incremental delivery of commercial CRM & CCM software product(s).
• Previous experience working within a Lean-agile implementation method, such as Scrum, Kanban, or SAFe.
• Nice to have: Experience in mental health or healthcare.
• You are detail oriented. You sweat the small stuff and don’t let things slip through the cracks. You want to understand how our system works and aren’t afraid to ask questions.
• You are organized. You are adept at project management, and you can keep yourself and others organized through a complex process.
• You are strategic. You can connect product decisions to the larger strategy and company goals.
• You are data-oriented. You understand the importance of data to product decisions, and you can get key stakeholders together to pull and analyze this data.
• You are a facilitator. You can organize and facilitate conversations between product, engineering, and design.
• You are a clear communicator. You structure written and verbal communications clearly and concisely in order to communicate decisions.
• You are a creative problem-solver. We are dreaming up a new, better mental health system. You aren’t afraid to generate new, innovative ideas that help us solve problems. 
• You are a positive, team player. Your teammates know you as someone who they enjoy working with, who is upbeat, and who gets things done.
• You hustle. You don't need to wait for people to tell you what to work on. 
• You are flexible and excited to work in a fast paced, rapidly evolving environment.

Quality Control:

• Collaborate with your team to detail stories with acceptance criteria and detailed test scenarios following the behavior-driven development (BDD) framework. 
• Ensure acceptance criteria are achievable within a specified iteration and split stories that are not achievable into smaller ones.
• Accept completed stories by the agile team, including verification that the story meets acceptance criteria and that each has the appropriate, persistent acceptance tests.

Why You Should Join Our Team:

We take pride in putting people first above all, including our own team members. We provide our team, and their families, with a wealthy benefits package to care for their physical, financial, and professional health, equipped with medical, dental, and vision benefits, a generously-funded Health Reimbursement Account (HRA), no-cost mental health support, gym membership reimbursement, 401K matching, and plenty more. Our “One Team” approach to fostering our culture has built an environment of mutual respect, empathy, and transparency (with a little bit of fun!). We empower people of all backgrounds to excel at AbleTo. Employee Resource Groups (ERGs) are just a part of our Inclusion, Equity, and Diversity initiatives. Our unique approach to career development is simply that: unique to you. No two people are alike, and neither should be their growth plan, which is why we work with each employee to design an individual development path. 

#LI-Remote

#LI-JW1