Company Description
Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.
Brief Overview:
The Product Communications Manager will play a critical role in the Enterprise Platforms organization and the company as a whole. This individual will create processes, systems and governance for customer product communications to support 50+ R&D Teams in a continuous release environment. They will manage product feature guides, training curricula, knowledge bases, and associated materials to facilitate knowledge sharing with customers and across Amwell. This role will partner closely with key groups such as Product Management, Product Marketing, Training & Solutions, Account Management, Professional Services, and Engineering to deliver timely, relevant content about the Amwell product suite, including our hardware and software solutions. He or she will own the processes and technologies that deliver product documentation to our customers. He or she will also drive content generation and facilitate sharing of content through document management tools, live training, webinars, and other areas as needed.
The ideal candidate has strong leadership skills, is self-motivated, and has a passion for clear, compelling communication. If you are interested in driving healthcare innovation, we would love to hear from you!
Core Responsibilities:
Cross-Functional Process Optimization
- Create processes, systems and governance for customer product communications to support 50+ R&D Teams in a continuous release environment.
- Lead design, build-out, customer access, security, and enhancement of a customer facing Amwell product website
- Manage the creation and quality of our monthly customer facing Product Updates (Release Notes) for Converge
- Create processes and tools to ensure seamless Product Update content creation across more than 20 Product Managers and 59 R&D teams
- Manage the Expedited Product Update process for urgent updates to our customers
- Manage all timelines and coordination related to Product Updates and product communications
- Manage and prioritize requests for training assets to be created
- Manage the creation of configuration guides for each feature
- Lead and manage content creation for monthly product briefing meeting held for internal Amwell teams across many departments
- Create and maintain feature enablement checklist, which will provide uniform guidelines on what must be done, before a major feature can be announced to clients
- Maintain and update Product Update style guide
- Build and/or evaluate tools that will provide transparency and visibility into product deliverable availability
- Drive resolution on all product communication issues, collaborating closely with Product Marketing, R&D, Training, and Account Teams
- Create and manage product communications training materials for Product Team and other departments
- Train Product Managers, Product Owners, and internal customers (Solutions, Professional Services, Customer Success) on all Product Communications processes including Product Updates
Product Management Process & Tooling
- Creates scalable processes for discovery and intake of future product iterations. Manage inbound request pipeline structure in partnership with Commercial and Services teams
- Collects and communicates both qualitative and quantitative data from within and outside the product team. This can include data from experiments, product usage, customer feedback, feature requests, and support tickets as well as data from sales, marketing, and finance.
- Maintains templates, guidelines, how-to references, and resources related to product Initiatives and Epics so the product team can operate efficiently.
- Product Management Toolset: Manages the product management tech stack and documents best practices so all team members use tools and follow processes consistently and effectively.
Internal coordination & Information exchange
- Ensure product managers are corresponding with cross-functional stakeholders in standard formats and cadences
- Ensure product managers are participating in product launch readiness using standard collaboration processes and tools with cross functional team such as: Training, Clinical, Support, Legal, and Marketing.
- Oversee Product documentation processes including the creation of comprehensive guides, spotlight briefs and release notes
- Manage release notes process/tooling coordination, optimization and distribution
Qualifications:
- 7+ years working with software products or services
- 3+ years in a Product Communications role or similar capacity
- 2+ years’ experience managing a team
- Fluency in JIRA
- Experience writing both technical and consumer-centric product release notes, product documentation and/or managing the release notes process from end to end (customers and internal stakeholder).
- Experience working with Product Managers and creating Collaborative relationships with team leads involved in the Product Development process and product support.
- Expertise in optimizing the software development processes
- Process and governance creation experience
- Experience with agile software methodologies; Agile/Scrum certification a plus
- Excellent written and verbal communication skills, with experience presenting at all levels (C-suite to team-level)
- Exceptional project and program management abilities; ability to influence without direct authority
- Self-starter that thrives in a fast-paced, collaborative atmosphere
- High energy level, enthusiastic, and eager to do what is necessary to be successful
Additional information
Your Team:
Energetic, forward thinking, and resourceful are a few words that describe the Product Management team at Amwell. This innovative team manages the product roadmap, designs experiences that delight users, and works closely with current and future customers as the product experts of the Amwell family. Each member of this dynamic group works very collaboratively, communicating the product’s value across all other Amwell teams and to our customers.
We enjoy working with colleagues inside and outside of the organization, and making our ideas come to life! If you love technology and want to be surrounded by a team of intelligent, fast-paced and energetic team members, this may be the team for you! Come join the excitement!
Working at Amwell:
Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.
Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.
Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.
Amwell is a virtual first workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!
The typical base salary range for this position is $109,280 - $150,260. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.
Additional Benefits
- Unlimited Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Paid Parental Leave (Maternity and Paternity leave)
- Employee Stock Purchase Program
- Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance
