Solution Manager, Customer Service Solutions (Remote)

Purpose We are looking for a Solution Manager for Customer Service Solutions in our Card to Care Value Stream. As Solution Manager, you will be a People Leader and will own a product family in the value stream. You will collaborate with the Value Stream Lead and other Solution Managers to establish the value stream vision, strategic themes and OKRs. You will facilitate their product family level feature refinement with the assigned Agile Release Train(s) Product Manager, Release Train Engineer, Solution Architect, and Product Owner. You will shepherd features through the solution Kanban and participate in key stakeholder forums. Your goal will be to make sure that investments go to the right place to do the right things. ESSENTIAL FUNCTIONS:

• Lead and empower an agile team to facilitate product family feature refinement
• Partner with other Solution Managers to report on epic progress and impediments for their product family
• Work with Product Manager, Solution Architect and Product Owners to decompose epics into features, and prioritize for upcoming PI implementation by their ARTs
• Review progress across the Kanban board and accept features after the System Demo
• Ensure focus on audit and compliance work intake for their product family within value stream
• Partner with Cross Product Family Leader to drive the implementation of features for the current PI
• Provide health update on in-progress features
• Ensure the product family roadmap, achieve value stream strategic themes and objectives & key results
• Steward their product family features through the solution Kanban
• Build a culture of accountability and ownership by empowering underlying ARTs
• Foster an atmosphere of psychological safety and trust

Supervisory Responsibility This position manages people

Qualifications

Education Level: Bachelor's Degree inComputer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. Licenses/Certifications

• Product Owner (preferred)
• Scaled Agile Lean Portfolio Management (preferred)

Experience: 5 years Related professional experience AND 1 year Supervisory experience or demonstrated progressive leadership experience

Preferred Qualifications

• Healthcare Industry Customer Service Team Experience

Knowledge, Skills And Abilities (KSAs)

• Make decisions
• Set, coordinate and negotiate priorities with stakeholders, executives, and architects
• Anticipate issues and quickly develop improvement plans.
• Influence and lead discussions both with and without authority.
• Coach teams to drive out risk and waste.
• Foster a culture of continuous improvement, innovation, and learning.
• Lead by example with Agile Mindset and Servant Leadership.
• Cultivate a collaborative, high-performing team environment.
• Collaborate on a cross-functional team to execute against a product road map.
• Select, monitor, coach, develop, and grow employees.
• Experience in software development life cycle (SDLC) and delivery.
• Excellent communication skills.
• Fundamental knowledge of best practices, agile methodologies, and cloud-first practices.
• Ability to communicate technical requirements to all levels of expertise.
• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Travel Requirements Estimate Amount: 10% Department Department Equal Employment Opportunity CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of theCompany to provide equal employment opportunities to allqualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Apply tot his job Apply To this Job