Manager, IS Products

About the National Service Office

The National Service Office is the central operational engine for two evidence-based programs: Nurse-Family Partnership and Child First. In 2020, what was formerly the National Service Office solely for Nurse-Family Partnership united with Child First, a merger empowering two proven models to share complementary expertise, infrastructure, and integrated services. The resulting unified entity works to ensure that healthcare, early childhood development, and the mental wellness of the entire family are served in proven ways to achieve long-term positive outcomes.

Our Commitment to You

We recognize that inequity stems from policies and practices that cause and justify inequitable distribution of rights, opportunities, and experiences across underserved communities, including various racial, ethnic, gender, religious, and sexual orientation groups. The NSO is committed to addressing its principles and practices that cause inequality and is committed to promoting anti-racism, anti-oppression, diversity, equity, and inclusion in our research, education, and operations. We respect and honor differences in race, ethnicity, religion, sex, national origin, disability, age, sexual orientation, gender identity, and veteran status and have an ongoing commitment to identify and address issues that affect our staff and the communities we serve.

Position Description

The primary purpose of this position is to manage the Product team who is responsible for driving product vision, overseeing the product lifecycle, and collaborating with cross-functional teams to deliver high-quality data and reporting products that meet customer needs and business objectives. The Manager, IS Operations supports our network with services related to our data collection and reporting systems empowering the network to deliver our home visitation models with fidelity, adherence to professional clinical standards, and operational efficiency. This position is responsible for delivering and communicating the status of data collection, reporting, and operational system offerings to our network, overseeing deployment of new features, gathering/analyzing network feedback, delivering system training, tracking current user statistics, and managing relationships with software vendors of client and staffing data collection and reporting systems. The Manager, IS Operations, is responsible for assisting in defining and monitoring key performance indicators (KPIs) to measure product success and making data-driven decisions to optimize product performance. The person who will fill this position must have exceptional communication and interpersonal skills, and excellent leadership and team management skills.

This position is remote and can be located anywhere in the United States.

Essential Duties and Responsibilities

• Manage Product team members to achieve results for our network, successfully working and communicating cross-functionally.
• Manage Product Managers responsible for business ownership of internal and network-facing systems including but not limited to NSO’s Salesforce CRM, and customer client and staffing data, data quality, and reporting products.
• Help to streamline, simplify, and automate reporting to the network by developing a process to ensure data quality and automation.
• Manage creation and delivery of periodic status reports on network implementation support services to the Director, Information Services, our network, and various National Service Office stakeholders.
• Schedule and deliver regular communications to our network about new data management offerings, changes to data collection, and updated system training offerings.
• Coordinate cross-departmentally to successfully strengthen and proactively manage vendor relationships to deliver system feature updates and process improvements for our network-facing systems.
• Sponsor and support data collection and reporting related projects and initiatives.
• Analyze product offerings to make improvement recommendations.
• Oversee multiple product roadmaps and manage a dynamic program of operational data collection systems and reporting products.
• Ensure new data and collection products, and product enhancements, are delivered on time in alignment with organizational goals.
• Serve as a member of the Incident Response Team and appropriately respond to triaged customer-reported security incidents, by following established IS security policies and procedures.
• Work in collaboration with other IS Managers to ensure a unified approach to customer support, including ticket triage.
• Oversee customer-facing change management plans to ensure a smooth and positive transition for customers when changes are implemented.
• Work in collaboration within the department to ensure staff is equipped with necessary knowledge and skills to support new products and enhancements. Implement processes and procedures to ensure that data collection and reporting products, and product enhancements, are integrated with, and meet the needs of, the organization’s Data Governance framework policies.
• Other duties as assigned.

Knowledge, Skills & Experience

• Minimum 5 years’ experience in developing and analyzing data/reports to manage performance and improve processes.
• Minimum 5 years’ product management experience required. Experience with data collection and reporting products preferred.
• Minimum 3 years’ people and program management experience.
• Minimum 3 years’ experience with CRM software, Salesforce preferred.
• Minimum 3 years’ experience in customer-facing change management
• Experience in a healthcare-related industry preferred.
• Experience with Microsoft Power BI reporting products preferred.
• SQL experience preferred.
• Strong organizational skills to juggle multiple priorities, projects, and timelines.
• Excellent skills in written and verbal communication.
• Skill in building and leveraging relationships.
• Ability to travel up to 10%.

Supervisory Responsibilities

This position reports to the Director, Information Services and has up to 8 direct reports.

Salary

• Salary is determined based on experience and skill set. Geographical adjustments may be considered.
• Range: $90,500 – 106,900/year

Benefits

The National Service Office offers the following benefits: Medical, Dental, Vision, 401k, Group Term Life Insurance, Short-term and long-term disability, vacation time, personal time, sick time and 14 paid holidays.

Core Organizational Values

• Be tenacious caregivers by bringing passion and excellence to our clinical practice and professional services
• Actively listen to and persistently serve our families and our implementation network
• Provide leadership in the field of evidence-based and home visitation programs
• Seek and find solutions
• Innovate and stay relevant
• Translate and enhance the science of pregnancy, brain, and early childhood development to serve vulnerable babies and families
• Promote health equity and eliminate disparities to improve outcomes for the moms and babies we serve now and beyond.
• Respect and honor differences in race, ethnicity, religion, sex, national origin, disability, age, sexual orientation, gender identity and veteran status
• Be respectful, collaborative, and tenacious in all our interactions with each other and on behalf of our families and implementation network.

To learn more about the programs and the national service office, please visit www.nursefamilypartnership.org and www.childfirst.org.