Product Owner & Service Availability Specialist

Job Title: Product Owner & Service Availability Specialist

About Us:

Unified Growth Partners is a tech-enabled distribution management platform enabling robust multi-channel distribution capabilities for the broad retail market with a focus on healthcare products and services. The company is led by health and financial services industry experts with a comprehensive understanding of the health plan ecosystem, including plan design, value-based care, consumerism and distribution. At Unified Growth Partners, we build value for brokers, agents, health plans and most importantly healthcare consumers by connecting individuals to the most appropriate plans and simplify the process for brokers so they can guide consumers to make the most appropriate decisions for their families. Supporting Medicare, Medicare Advantage, Ancillary, Medicaid, Financial services and product segments.

Location:

This is a remote based position.

Job Summary:

Product Owner & Service Availability Specialist assumes a dual role encompassing Product Ownership for a telephony platform, as well as Service Availability responsibilities supporting approximately 80-100 associates. This position requires strong technical expertise, excellent problem-solving skills, superb interpersonal skills, and the ability to manage multiple priorities across both strategic product ownership and hands-on technical support. This is a full-time, exempt role.

What You Will Do:

Service Availability:

• Provide best-in-class technical support to employees who are using Apple MacBooks, iMacs, a proprietary CRM system, an enrollment platform, and the aforementioned telephony platform
• Troubleshoot hardware/software issues, including peripherals and network connectivity
• Manage user accounts, permissions, and access to systems
• Respond to and resolve support tickets within established SLAs
• Document support procedures, FAQs, and knowledge base articles
• Conduct training sessions and create user guides to empower employees to utilize systems effectively
• Identify periods of potential outage or reduced service availability, so that managers and staff are able to appropriately plan against such outages in their daily activities
• When there are critical outages (or even just minor, yet still impactful outages), communicate with managers and staff about the situation, what kinds of actions are being taken, and when restoration of services are estimated to occur
• Work with vendor partners to minimize down time for maintenance or outages, relying on superior communication, incremental increases / enhancements in functionality, and common-sense problem solving that will allow the UGP workforce to be active and in an “UP” status for as long as possible
  
  

Product Ownership – Genesys Telephony Platform:

• Serve as the Product Owner for the Genesys Telephony Platform, responsible for defining and prioritizing feature delivery and enhancements
• Collaborate with stakeholders to gather requirements, define user stories, and manage the product backlog
• Build workflows, IVRs, queues, and all related necessary elements to route calls effectively through the telephony system from call receipt to call disposition
• Work closely with development teams in agile environments to ensure timely and successful delivery of features
• Monitor platform performance, gather user feedback, and drive continuous improvements
• Ensure compliance with industry standards, security protocols, and regulatory requirements
  
  

Technology Consultation:

• Serve as a broad-spectrum technology consultant as necessary for all current and future systems used by Unified Growth Partners
• Engage as necessary in understanding, defining, testing, and troubleshooting Unified Growth Partners systems.
  
  

Cross-functional Collaboration:

• Liaise with Technology Solutions, Compliance, Training, Inside Sales, Field Sales, Operations, and other UGP teams, vendors, and external support providers to resolve complex technical issues
• Coordinate with HR and Operations teams to onboard new employees and set up their technology equipment / environment
• Collaborate with stakeholders across the organization to understand business needs and translate them into technical solutions
  
  

Competencies:

• Collaboration
• Excellent problem-solving and critical thinking abilities
• Excellent attention to detail
• Strong communication and presentation skills to convey data findings to non-technical stakeholders
  
  

Required Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent work experience)
• Proven experience as a Product Owner or similar role
• Strong technical proficiency in Apple macOS environments, including hardware and software troubleshooting (optional, but highly recommended)
• Experience supporting CRM systems and telephony systems (e.g., Genesys, Avaya)
• Excellent communication skills and the ability to interact professionally with a diverse group of users and stakeholders
• Knowledge of and experience with help desk ticketing systems
• Ability to prioritize and manage multiple tasks in a fast-paced environment
  
  

Work Environment:

• A dedicated workspace at home, lacking interruptions and with the ability to protect sensitive information
• A dedicated, reliable internet connection, free from competing usage that can impact phone audio quality
• Prolonged periods of sitting at a desk and working on a computer
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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