Digital/Technical Product Manager for USAA, collaborating on omni channel product strategies and enhancing customer experiences. Delivering technology products and improving existing solutions across multiple platforms.
About the role
- Associate Technical Product Manager handling product management for health-tech solutions. Overseeing technical support, product operations, and customer engagement in a hybrid work environment.
Responsibilities
- Bug Reporting & Triage: Be the quality gate between customers, CS, and engineering. You’ll act as 'Second Line Support,' investigating complex technical cases that First Line cannot resolve. Own the bug backlog process, including the triaging and scoping of fixes. Identify solutions to recurring issues/trends to prevent future escalations. Conduct reproducibility testing to filter out process/user errors, ensuring every ticket that reaches the dev team is clear, valid, and actionable. Manage timeline expectations of internal and external stakeholders. Review and sign off on bug tickets and feature requests flagged by customers and CS. Assess business impact to help the dev team distinguish immediate hotfixes from sprint work.
- Ambulance platform: Own the day-to-day product management of our drug inventory management platform used across ambulance fleets. Manage the end-to-end relationship, including project-based updates and ad-hoc technical support calls. Maintain the Jira board — raising tickets, chasing updates, keeping things moving. Triage bugs and work with the dev team to prioritise fixes.
- Clinical Governance: Attend Clinical Advisory Group (CAG) meetings alongside the clinical team as the technical voice, translating product capability and limitations for a clinical audience.
- Reporting: Occasionally support with customer-facing data queries, using SQL in Metabase to pull and interpret usage or performance data. Provide regular monthly and ad-hoc reporting for key account, ensuring stakeholders have visibility on mobile release notes and usage. Manage internal admin access reporting and audit logs for accounts to ensure security compliance.
- Support & Delivery Operations: Assist the Delivery Team with QA (Quality Assurance) testing on completed tickets to ensure fixes meet the required standard before release.
Requirements
- Experience in a technical, product-adjacent role — product support, QA, business analysis, solutions engineering, or similar
- Experience in high-level technical support or 'Service Desk Lead' roles is highly valued
- Comfortable reading and reasoning about technical issues without needing to write the code yourself
- Ability to manage "High Touch" accounts independently, providing technical consultation without a CSM present
- Organised and proactive — able to manage multiple Jira boards, chase progress, and keep multiple threads moving at once
- Clear communicator, written and verbal, with both technical and non-technical audiences
- Comfortable with ambiguity and able to make sensible judgement calls when things are not black and white
- Nice to Have: AI tool familiarity/forwardness
- Familiarity with Metabase or similar SQL data/reporting tools
- Experience working in or alongside healthtech, NHS, or regulated environments
- Exposure to mobile app products.
Benefits
- Competitive salary
- Company EMI share option scheme
- 25 days annual leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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