Leave, PFML and Disability Digital & Claim System Product Delivery Director

Direct Travel, Inc.

Job Overview

Location

United States-Remote

Job Type

Full-time

Full Job Description

📋 Description

• The Leave, PFML and Disability Digital & Claim System Product Delivery Director will be responsible for execution of the strategy, roadmap and delivery of digital product features and claim system features to align with the overall Leave, PFML and Disability Product offering.
• The role involves working with cross-functional teams that may include business product management, digital, claims, contact center, customer success and IT technical product managers.
• This role spans many types of activities, from strategic to tactical. The Leave, PFML and Disability Digital & Claim System Product Delivery Director provides cross-functional leadership and bridges organizational gaps between different functional groups to drive the overall organizational execution on the strategy for the Leave, PFML and Disability product offering in the digital portal, claim system and associated technology systems.
• The Leave, PFML and Disability Digital Product & Claim System Delivery Director is the voice of the customer and claim examiners, ensuring we deliver a customer-obsessed, but risk prudent offering. This role analyzes customer needs and feedback (both internal and external) and the market to define a product vision that delivers value for our customers through iterative development and design thinking.
• This role is the primary source of truth on expected results for the cross functional team, claims operations, account management, etc. to support and triage potential issues, including assistance with defect identification and reporting and tracking to resolution.
• They are also responsible for developing a CBA for anything slated for the roadmap and prioritization as well as doing a ROI look back for any prior development so we can prove out value as well as continuously improve upon our future CBA’s.
• Frequently interact with user and customer experience teams to understand customer pain points.
• Work with customers, service teams and claim operations to investigate and help problem solve/triage issue. Assist with direction on dependencies, reporting and resolution.
• Design research plans to help define customer need and value, aligned with business Product Managers.
• Set the digital product vision and strategy with appropriate stakeholder input (including the business Product Directors of Leave, PFML and Disability and the Claims Directors and the Digital Product Owner and the myBenefitsHub Product Delivery Manager).
• Work closely in partnership with the Digital Product Owner and the myBenefitsHub Product Delivery Manager to ensure that needs for the overall Leave, PFML and Disability Product offering make sense with the overall mBH experience and capabilities.
• Define the priority of features and functionality based on external and internal customer/market need and value. Clearly articulate the customer value and business value to the technical teams so they understand the intent behind the new product or feature release using problem statements.
• Works with IT PO, the Digital Product Owner and the myBenefitsHub Product Delivery Manager to prioritize the roadmap every quarter to identify shifts that need to happen based on current customer needs and criticality of features based on value and effort and ensure alignment with overall Digital Voya priorities and overall mBH priorities.
• Understands KPIs that need to be met for the feature. Define the definition of success, how it should be measured and what must be achieved to be successful. Provide measurable data to support recommended strategy.
• Provide clear definition for expected outcomes which enables all contributing teams to perform their roles and deliver a successful product.
• Define clear milestones for what teams must deliver and help create plans for when it could be delivered.
• Strong understanding of system functionality and data points to provide refinements for user stories to IT Product Owners and Business Analysts.
• Needs to be able to resolve issues of unclear system functionality with cross functional team to provide direction for the user story functionality.
• Help clear barriers and obstacles for the development team through clear communication with key stakeholders and provide clarity to the development teams through well-defined requirements and acceptance criteria.
• Works with UX design teams, in coordination with the mBH Product Delivery Manager, to assist them in creating mockups, wireframes and validate the designs with customers.
• Ensure release notes are provided in a timely fashion to product marketing highlighting the product features and user guides with illustrations.
• Defines clear QA and UAT testing scenarios based on features developed. Coordinate with appropriate QA and UAT testers on the execution of testing scenarios to ensure key requirements are met.
• Primary business resource for all UAT testing, obtains resource allocation for any UAT testing needs outside of their capability or allocations. Leads UAT testers with meetings, user stories, test data, defect reporting and resolution.
• Demo the pre-release version of the product with internal stakeholders, conduct training sessions and ensure product documentation is available prior to the release. Ensure post release validations and send release notes to internal stakeholders.
• Primary business stakeholder for release weekend and production checkout.
• Ensure product adoption with customers and identify next wave of features that improve the product.

🎯 Requirements

• Bachelor’s Degree or equivalent in Business Administration, Computer Science, Computer Information Systems, Marketing or Finance.
• Demonstrated knowledge of the group Leave of Absence, Paid Family Medical Leave and Disability Insurance market, operational processes and customer experience.
• Demonstrated success bringing new software products or services to market.
• Solid business acumen to understand business problems and devise technical solutions.
• Proven experience driving priorities, managing trade-offs, and solving complex problems.
• Expertise working with cross functional teams including sales, user experience designers, and engineering teams in an Agile framework.

🏖️ Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Skills & Technologies

Remote

$152k-191k

Degree Required

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Direct Travel, Inc.

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About Direct Travel, Inc.

Direct Travel, Inc. provides travel management and expense solutions to corporate clients across North America. The company’s GoDirect technology platform consolidates booking, policy enforcement, and reporting for flights, hotels, and ground transport. Services include 24/7 agent support, data analytics, and program optimization for mid-market and large enterprises. Headquartered in Centennial, Colorado, the company operates regional service centers and maintains preferred supplier agreements to negotiate rates and manage travel spend.

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