The CDC Foundation helps the Centers for Disease Control and Prevention (CDC) save and improve lives by unleashing the power of collaboration between CDC, philanthropies, corporations, organizations and individuals to protect the health, safety and security of America and the world. The CDC Foundation is the go-to nonprofit authorized by Congress to mobilize philanthropic partners and private-sector resources to support CDC’s critical health protection mission. Since 1995, the CDC Foundation has raised over $1.9 billion and launched more than 1,300 programs impacting a variety of health threats from chronic disease conditions including cardiovascular disease and cancer, to infectious diseases like rotavirus and HIV, to emergency responses, including COVID-19 and Ebola. The CDC Foundation managed hundreds of programs in the United States and in more than 90 countries last year. Visit www.cdcfoundation.org for more information.
Job Highlights
Location: Remote, must be based in the United States
Salary Range: $103,500 - $143,500 per year, plus benefits. Individual salary offers will be based on experience and qualifications unique to each candidate
Work Schedule: 8:00 am – 5:00 pm EST, Monday to Friday
Position Type: Grant funded, limited-term opportunity
Position End Date: June 30, 2025
Overview
The Product Manager will lead the delivery of high-quality products and systems that improve the availability and use of public health data to inform decision making. This role is aligned to the Workforce Acceleration Initiative (WAI). WAI is a federally funded CDC Foundation program with the goal of helping the nation’s public health agencies by providing them with the technology and data experts they need to accelerate their information system improvements.
Working within Rhode Island Department of Health (RIDOH) the Product Manager will help the public health agency’s data modernization efforts. The Product Manager will assist in identifying opportunities for improved operational efficiencies as RIDOH implements new systems and tools to improve the flow of incoming phone inquiries and work requests from the public and RIDOH partners in the community, such as healthcare professionals, long term care facilities, as well as public and private businesses licensed by the Department of Health as well as recommendations for current systems in use. The Product Manager may also assist RIDOH in:
-the implementation of modernization efforts for other channels, including email and servicing of requests via text/chatbot channels
-data analysis, workflow/process mapping, and deployment planning for the potential expansion of CRM software use across health department programs to gain operational efficiencies, improve customer service, and better understand constituent needs of more complex requests.
-planning the roll-out and training of partner portals used reporting and/or self-service support.
The Product Manager may collaborate with the state’s implementation vendors for new applications and tools to establish operating processes/procedures, assure user training and change management, and facilitate alignment in the planning and implementation of the new tools within RIDOH and, where applicable, with RIDOH partners.
The Product Manager will be hired by the CDC Foundation and assigned to the RI Department of Health. This position is eligible for a fully remote work arrangement for U.S. based candidates.
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Responsibilities - Process Analysis and Improvement: Analyze current and planned DOH processes across health programs to define future processes that take advantage of tools (such as Contact Management, CRM, and portal solutions/ systems) and coordination which have the potential to improve workflow, capacity, and efficiency. In identifying potential areas for improvement, define hand-offs, service level agreements between teams, and desired outcomes.
- Implementation Planning Support: Assist in the planning and preparation for implementing new systems and tools. This includes
- Analyzing data to inform planning recommendations and deployment considerations
- Planning/timelines for training and deployment activities across multiple phases of a project.
- Participating in user acceptance testing, troubleshooting issues, and ensuring that tools/solutions are deployed according to specifications.
- May include planning for expanding tools/systems use:
- across DOH Centers and Programs (for example, using CRM tool to enable the routing of complex escalations from the Health Information Line call center to other DOH centers/programs) or
- across DOH Partner networks (for example, deploying a portal solution to Long Term Care facilities to report infectious disease outbreaks in facilities)
- Training and Documentation: Assist in the creation of RIDOH-specific training and agent guidance materials which incorporate new tool/system capabilities combined with DOH processes, policies, and standards. Conduct training sessions for end-users, as required.
- Post-Deployment Support: Provide ongoing support to ensure the successful adoption of new tools/systems by agency staff (and community partners, where appropriate). Plan for and address any post-deployment issues, and recommend enhancements based on user feedback.
- Data Analysis and Visualization: Utilize data analysis and visualization skills to identify trends, uncover problem areas, and present findings and recommendations to the supervisor. Analytical support may include:
- the establishment and tracking of service level objectives (SLOs) for key workflows
- analysis to uncover opportunities to increase operational efficiency through continuous improvement methods
- data-driven recommendations for process improvements based on systems/tool capabilities (for example, CM/CRM tools deployed within DOH or portal tools deployed to partners – any of which may improve workflow and process efficiencies)
Qualifications - Bachelor’s degree or higher.
- Minimum of 5 years of related experience for cloud-based call/contact center platform deployments
- Previous experience with contact management systems and CRM systems, with a strong preference for Genesys Cloud and Salesforce.
- Strong understanding of technical and operational concepts involved in call center, telephony, and CM/CRM solutions: IVR, ACD, Skill Setup, contact routing strategies, Wrap codes/call dispositions, Workforce Management, Agent Administration, Call Center Quality Assurance processes, ‘canned answers’, chat & chatbot solution, etc.
- Experienced in change management and risk management principles and processes to provide leadership in the development of strategic plans and change management initiatives and their roll-out.
- Experience in process mapping, workflow analysis, and process improvement.
- Experience in creation of user training materials that tie system/tool functionality with business policies and processes to show how the system/tool enables and supports the policy and process
- Strong data analysis and visualization/presentation skills to uncover problem areas, trends, and recommend improvements based on data analysis findings. Experience using data to make decisions, gathering data insights by design to improve outcomes.
- Knowledge of user experience design and user research principles and concepts.
- Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels.
- Demonstrated experience developing and maintaining effective working relationships with internal and external partners and can effectively promote collaboration among differing viewpoints.
- Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
- Self-motivated and must excel in a minimally managed, high-profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
- Knowledge and experience with:
- agile deployment methodologies, principles, and processes
- project management methodologies, principles and processes.
- Ability to communicate and articulate problems and resolutions to technical and non-technical teams.
- Outstanding interpersonal and teamwork skills; and the ability to develop productive working relationships with colleagues and partners.
- Experience working in a virtual environment with remote partners and teams.
- Proficiency in Microsoft Office.
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Special Notes
This role is involved in a dynamic public health program. As such, roles and responsibilities are subject to change as situations evolve. Roles and responsibilities listed above may be expanded upon or updated to match priorities and needs, once written approval is received by the CDC Foundation in order to best support the public health programming.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, national origin, age, mental or physical disabilities, veteran status, and all other characteristics protected by law.
We comply with all applicable laws including E.O. 11246 and the Vietnam Era Readjustment Assistance Act of 1974 governing employment practices and do not discriminate on the basis of any unlawful criteria in accordance with 41 C.F.R. §§ 60-300.5(a)(12) and 60-741.5(a)(7). As a federal government contractor, we take affirmative action on behalf of protected veterans.
The CDC Foundation is a smoke-free environment.
Relocation expenses are not included.
