Senior Platform Manager

Job Summary:

International SOS is dedicated to helping people stay healthy, safe and productive, wherever they go, for work or personal growth, and to overcome unexpected challenges.

International SOS is dedicated to ensuring the well-being and productivity of individuals, whether they are traveling for work or personal reasons. We help people overcome unexpected challenges and stay healthy and safe wherever they go. Our clients rely on International SOS to educate their employees about potential risks while traveling and provide strategies to minimize those risks. Over 35+ years, International SOS has built a reputation as a world-class partner with unmatched ability to provide security and medical assistance support during individual or widespread health and/or security incidents. 

At International SOS, we take a result-driven approach to solving business challenges. Our global, medical, security, operational, content, digital and commercial teams work closely together to build services and products that deliver on our promise to protect the global workforce of our customers - and it’s why we’re the market-leader. We are looking for passionate, customer-centric team members who want to make a difference in the lives of our customers. 

As a member of the Product Management team, this person is responsible for your product's vision, strategy, and roadmap. You will be working closely with cross functional products and business stakeholders to ensure the platform supports the value creation of the 5 strategic pillars of Workforce Resilience and is easily adaptable to future customer needs. You will set priorities and lead execution to achieve committed results. We are looking for an established product leader and innovator to join our high-performing leadership team to shape the future.
 

Key Responsibilities:

The Senior Platform Manager will be responsible for leading innovation on platform consolidation of the Workforce Resilience products to deliver best-in-class experiences. Enables individual Workforce Resilience products to meet changing market and customer needs. Efficiently capitalizes on product commonalities by developing and supporting a limited number of scalable core components and experiences.

Key Responsibilities include:

•    Establish and own the vision and strategic priorities with input from Experience Product Managers and other internal stakeholders
•    Manage Platform Product requirements
•    Guide extended teams on priority of roadmap, while managing & prioritizing flow of work into the product backlog
•    Ensure the product backlog reflects the vision and strategy by working closely with Experience Product Managers
•    Maintain a product backlog to meet stakeholder needs that is transparent, visible, and well understood 
•    Coordinate dependencies with other product managers, product owners, and scrum teams within the organization
•    Support communication of delivery timelines, status, risks, and escalations to the leadership team
•    Build relationships with key stakeholders and other influencers who contribute to the definition and ongoing support of the new delivery software platform
•    Own the overall customer experience and customer journey
•    Use business cases to make the case for new products/technology
•    Consider flexibility and scalability as core attributes of the platform
•    Provide thought leadership on the platform optimization for multiple Product Lines within H3S
•    Identifies and defines opportunities within their portfolio for increasing internal efficiencies to provide a better quality, reduced costs, and/or increased productivity
•    Is the primary creator of the initiatives and scenarios that comprise the product requirements
•    Works with UX on design and refinement of the user interaction
•    Participates in meetings involving key members of senior leadership as well as peers and presents updates on their product
•    Contributes to the creation and maintenance of personas relevant for their offerings
•    Monitors the usage, profitability, and ROI for their product, as part of the product lifecycle management
•    Uses analytics to gauge user adoption, observe user behaviour, and make data-driven priority decisions
•    Provides a compelling new product/proposition vision to motivate engineering teams and ensuring on time delivery of the build
•    Owns product decision making on a day-to-day basis to ensure that delivery blockers are removed quickly
•    Coordinates with Marketing to ensure that appropriate Go to Market plans are prepared and executed on successfully
•    Continuously solicit and gather feedback from the regional medical and security subject matter experts, client services, assistance center agents, account managers and sales teams

Required Skills and Knowledge:

•    Understands Agile/Scrum methodologies and supports iterative design and continuous improvement.
•    Clarifies requirements, answers questions, and prioritizes product development.
•    Collaborates with Engineering leadership on decisions regarding product development.
•    Demonstrates effective leadership through ambiguity and uncertainty.
•    Possesses exceptional communication skills and enjoys cross-functional collaboration.
•    Has a customer-centric mindset and focuses on human-centered design.
•    Thinks critically and solves problems with a structured and commercially driven approach.
•    Encourages team growth and development.
•    Gathers customer insights through research, data, and continuous feedback loops.
•    Provides regular updates and monitors the success of products.
•    Has excellent written, instructional, and presentation skills.
•    Works in a friendly and adaptable manner with clients.
•    Establishes and maintains relationships with cross-departmental team members.
•    Demonstrates strong networking abilities and confidence with senior decision-makers.
•    Exhibits high-level project management skills and techniques.
•    Is an innovative problem solver with attention to detail and accuracy.
•    Shows cultural sensitivity and awareness.
•    Has excellent English language proficiency.
•    Engages with customers to understand their needs and explain product solutions.
•    Collaborates effectively across teams and takes ownership of tasks.
•    Demonstrates active listening and compassion towards customer requirements.
•    Is a business-savvy and technical product manager with leadership skills.
•    Excels in core competencies including business acumen, strategic thinking, and analytical skills.
•    Develops innovative product solutions based on deep customer understanding.
•    Has a track record of shipping successful products that drive business and customer metrics.
•    Collaborates effectively and earns the trust of senior leaders and teams.
•    Takes ownership and has a bias for action.
•    Possesses a solid foundation in technology fundamentals and three-tier application architecture.
•    A working knowledge of programming languages, databases, networks, and software development methodologies. 

Required Work Experience:

Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:

•    Bachelor's degree in business, engineering, software, or another relevant field is desired.
•    5+ years of experience in product management, product ownership, or business analysis relating to software development
•    2 years of experience with underlying application program interface methods for systems integrations 
•    Thorough understanding of the platform product development organizational model and its vision to drive innovation and Agile development techniques
•    Deep troubleshooting skills and capabilities to lead a triage team across a complex ecosystem with multiple application and service providers in times of critical service interruption
•    Demonstrated experience team building, mentoring, and coaching specific to Product Management 

Additional Requirements:

Travel/Rotation Requirements:

Reporting and Place of Work

•    It is desirable that the candidate be located near International SOS regional office in Trevose, PA United States.
•    Position holder must have the right to work in the United States without restrictions.
•    Position holder would have to pass a pre-employment check.
•    Domestic and international Travel as required.

This job description outlines the types of responsibilities the incumbent is required to perform.
The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.