Product Support Specialist

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

Concentrates on the detailed planning aspects of product development and lifecycle management, assisting in the creation and maintenance of product roadmaps and other key artifacts used in product management. This role is designed for individuals passionate about contributing to the success of innovative products, offering a unique opportunity to support key initiatives within a leading-edge product environment.SKILLS

The Product Support Specialist is a key member of our Product Intelligence and Strategy team, primarily focused on supporting the development, road map, and operational success of our product portfolio. Reporting to the Manager, Product Intelligence and Strategy, this role involves assisting with the design, development, and management activities for our products, from conception through release and beyond. The Product Support Specialist will own the product roadmap, and contribute to the product backlog, help prioritize features, and support the execution of the product business strategy under the guidance of the lead product owners. The Product Support Specialist will also own the Product Intelligence and Strategy team’s communication strategy, working with the Product Operations Coordinator to ensure the maintenance of communication artifacts and timely and appropriate communication with all stakeholders. This role is ideal for someone who thrives in a collaborative environment, working closely with cross-functional teams including product design and product analytics teams to ensure the product meets the needs of our customers and aligns with our company's goals.

Responsibilities:

• Support Product Development: Assist in tracking and managing product activities, ensuring alignment across the product portfolio and with overall strategy and user needs.

• Product Portfolio Roadmap and Backlog Contribution: Maintain Product Portfolio Roadmap; help maintain and prioritize the product backlog.

• Collaboration and Feedback: Serve as a liaison between product, member experience and delivery teams, gathering and prioritizing user feedback and requirements to enhance product value.

• Process Improvement: Monitor product processes and suggest improvements to enhance efficiency and effectiveness.

• Stakeholder Engagement: Support relationship management efforts with colleagues and clients, fostering positive partnerships at various organizational levels.

• Documentation and Communication: Assist in developing and maintaining a comprehensive communication strategy. Develop and maintain clear and concise documentation and communications related to product strategy, development, and performance.

Required Qualifications:

• Bachelor’s degree; additional years of qualifying experience may be considered in lieu of formal education.

• 2 years of experience in project or product support or a related field, preferably in healthcare.

• Ability to work collaboratively with technical and cross-functional teams.

• Strong organizational skills and the ability to manage multiple tasks concurrently.

• Ability to adapt to a fast-paced and dynamic work environment.

• Proficiency in Microsoft Office Suite and data analysis tools.

• Highly effective communication skills.

Preferred Qualifications:

• Project management experience

• Agile certification or training and/or PMP

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $62,914 - $88,686 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.