Product Delivery Manager

As a Product Delivery Manager in the Benefits Accounts team, you will play a crucial role in supporting the Customer Experience product family. Your primary responsibilities will include ensuring organizational readiness, managing release notifications, and overseeing the updating of chatbot intents for newly released items. You will work closely with cross-functional teams to drive successful product launches and maintain a high standard of customer satisfaction.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Organizational Readiness:

• Develop and implement comprehensive readiness plans for new product releases.


• Coordinate with stakeholders across various departments to ensure alignment and preparedness.


• Conduct training sessions and create documentation to support product rollouts.

Release Management:

• Manage and communicate release schedules, ensuring timely and efficient product launches.


• Create and distribute release notifications to internal and external stakeholders.


• Monitor and track release progress, identifying and resolving any issues that arise.

Chatbot Management:

• Oversee the updating of chatbot intents to ensure accurate and timely information for newly released items.


• Collaborate with the chatbot support team to integrate new product information.


• Regularly review and optimize chatbot responses to improve customer interactions.

Collaboration and Communication:

• Serve as the primary point of contact for release-related inquiries and updates.


• Foster strong relationships with product, engineering, marketing, and customer support teams.


• Provide regular status reports and updates to senior management.

Continuous Improvement:

• Analyse release processes and identify opportunities for improvement.


• Implement best practices and standard operating procedures to enhance release efficiency.


• Stay up-to-date with industry trends and incorporate relevant innovations into the release process.

The Requirements

• 5+ years demonstrated experience in stakeholder and/or change management.
• Experience in the consumer directed healthcare (spending accounts such as HSAs, FSAs, HRAs) is highly desirable.
• Experience leading organizational change initiatives related to product technology and innovation.
• Ability to effectively manage change and drive adoption of new technologies and processes within the organization, fostering a culture of innovation and continuous improvement.
• Experience using tools including JIRA, Confluence and other MS Office Suite tools, especially Outlook & PowerPoint
• Must have a strong consultative approach to problem-solving and project management, and a desire to exceed expectations at every turn
• Ability to build, maintain and manage multiple stakeholder relationships and projects at multiple levels within the internal organizations including service center, training and client relationship teams.
• Ability to influence key stakeholders (internal and external) via formal and informal channels
• High level of business acumen
• Ability to coordinate teams across WTW segments
• Team-oriented and collaborative

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $75,000-$105,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

EOE, including disability/vets