Junior Product Owner, Omnichannel Communications & CRM (Remote)

Verified Job On Employer Career Site

Job Summary:

GeneDx uses artificial intelligence and machine learning to analyze patient data to provide insights to transform the practice of medicine. They are seeking a Product Owner to drive the strategy and execution of communications and CRM capabilities, ensuring effective patient and provider messaging while enriching CRM workflows. The role involves collaborating with various stakeholders to define user stories, manage product backlogs, and enhance the overall customer experience.

Responsibilities:

• Drive and prioritize product backlogs for outbound-communication workflows and CRM engagement processes, ensuring alignment with business goals, compliance requirements, and user feedback.

• Lead cross-functional discovery with Client Services, Operations, Genetic Counselors, Billing, Compliance, Legal, and Engineering to surface, size, and sequence new communication requirements.

• Translate requirements into clear user stories that define triggers, channel rules, communication-consent logic, and CRM data fields; collaborate with Engineering and validate delivered work against acceptance criteria.

• Co-design CRM processes and dashboards with Salesforce admins/developers, so every interaction is logged, deduplicated, and surfaced in actionable views for downstream teams.

• Maintain template and communication-consent libraries, partnering with Legal & Compliance (policy owners) to ensure tone, cadence, localization, and HIPAA/TCPA alignment across channels.

• Measure, iterate, and define channel SLAs and data-quality targets, build dashboards with Analytics, interpret insights, and adjust priorities.

• Facilitate agile ceremonies when needed—backlog grooming, sprint planning, demos, retrospectives—to keep squads aligned and blockers removed.

• Produce artefacts such as PRDs, journey maps, data-flow diagrams, UAT scripts, KPI dashboards, and release notes that keep stakeholders informed and accountable.

• Define and track KPIs such as: Multi-channel delivery SLA 98 % (SMS, email, chat), Quarter-over-quarter improvement in message latency and fail-over success rate, Salesforce record-completeness 95 % for provider and patient objects.

Qualifications:

Required:

• 2–5 years product-ownership or product-management experience in communications, CRM (workflow-heavy SaaS—health-tech or other regulated domains, a plus).

• Proven ability to drive multi-channel engagement initiatives and shape CRM workflows, collaborating with platform engineers and Salesforce admins/developers to deliver measurable results.

• Demonstrated strength in systems thinking—mapping end-to-end flows across multiple user types, channels, and journey stages to expose gaps and data needs.

• Analytical, communicative, and execution-focused: combines data literacy with clear storytelling, stakeholder management, and meticulous attention to detail.

• Working knowledge of communication-consent and privacy frameworks (HIPAA, TCPA, CAN-SPAM, GDPR) and skill in translating policy into product requirements with Legal & Compliance.

• Fluent in agile methodologies, human-centered design, and modern product discovery/delivery practices; able to facilitate ceremonies and ship iteratively.

• Bachelor's degree required.

Preferred:

• Advanced degree or formal UX/service design training is a plus.

Company:

GeneDx uses artificial intelligence and machine learning to analyze patient data to provide insights to transform the practice of medicine. Founded in 2017, the company is headquartered in Stamford, Connecticut, USA, with a team of 1001-5000 employees. The company is currently Public Company. GeneDx has a track record of offering H1B sponsorships.