Wolters Kluwer Health, Inc.

Compensation

Full Description

If you are a problem-solver who is passionate about ensuring customers are delighted by how products look/feel/work and are looking for a new challenge (as well as an opportunity to make a real difference in how nursing students use our products to become ready for practice), we want to hear from you! We are looking for a Product Owner to help us in our mission to ensure that the students and faculty who use our Nursing Education digital products/platforms at our most strategic accounts realize the full value of our digital solutions by proactively managing relationships, resolving issues, and championing customer needs in product development. The Product Owner acts as both an advocate and advisor by aligning customer outcomes to business goals. This Product Owner will have responsibility for implementing best practices in coordinating the investigation and resolution of common customer issues/requests for key accounts. The Product Owner will develop a first-hand, in-depth knowledge of what these users value and what helps customers in their workflows, to ensure nursing students and instructors have what they need to ensure the best educational experience. The Product Owner will work directly with key customers to troubleshoot problems and manage internal and external communications. In addition, for a limited number of customers, this Product Owner will provide project management oversite of implementation of digital products. The Product Owner manages the customer relationship for identified accounts on their assigned digital products/platforms. While the Product Owner is not expected to make technology decisions or understand the detail of the coding, they must have sufficient understanding of technology issues as well as an in-depth understanding of the value each release brings to customers and how the release will work. This position will be closely aligned with the Product Management leadership in the ongoing development of our Enterprise Account strategy and will report to the Director of Product Development, Nursing. The Product Owner’s primary responsibilities include: Developing a deep understanding of Nursing Education customers and their needs, particularly their day-to-day interactions with our digital products/solutions Coordinating with Product Management on customer interactions to ensure a shared, thorough understanding of customer needs and how they align to short- and long-term strategic goals Delivering clear, empathetic, and professional communication tailored to each key account, ensuring complex issues are explained effectively Tracking and reporting on customer satisfaction metrics at key partnership accounts Developing best product implementation strategies with for key customers, ensuring timely delivery and alignment with business objectives, including coordination with Digital Implementation Specialist and Integration Nurse team members for seamless onboarding to our products/platforms through structured planning, relationship management, stakeholder coordination, and proactive risk management Bringing excellent organizational skills and a laser-focus on customer service/insights to translate what customers have reported/requested into actionable/prioritized work for Agile/Scrum teams Owning the product development lifecycle/schedule by working with various Agile/Scrum teams to ensure that prioritized items are consumed/deployed in support of customer needs on the assigned products/platforms Being the “glue” in the product team who acts as a product’s “subject matter expert” for coordinating the investigation and resolution of customer issues across cross-functional internal teams (including, but not limited to, Product Management, Technology, Content, Sales, Sales Enablement, and Customer Success/Support) Other Duties Performs other duties as assigned by supervisor. Job Qualifications Education: College degree (BA/BS) or equivalent experience required. Experience: At least 1-year experience in customer service/support, with exposure to digital product development (particularly with Agile/Scrum teams) or equivalent experience in working on products/solutions for educational/academic markets Other Knowledge, Skills, Abilities, or Certifications: Required: Superior communication and relationship management skills, including ability to facilitate customer communications (internal and external) and triage/troubleshoot customer escalations Demonstrated ability to remain professional and solution-oriented when managing time-sensitive or emotionally charged customer interactions, with a history of turning challenging situations into positive outcomes Strong project management skills, including ability to develop schedules, oversee work-in-progress, and implement risk mitigation strategies for efficient/effective solutions Ability to prioritize and act as a structured thinker who is able to see “the wood from the trees” Demonstrated experience coordinating cross-functional teams to reach/exceed goals Experience in implementing best practice/standards in support of customer issues Preferred: General knowledge of the Nursing Education market Experience with understanding Technology opportunities, constraints, and choices, and ability to articulate associated risks (and possible mitigation plans) Familiarity with Agile/Scrum principles and practices for Product Owners Exposure to digital products/solutions in the educational space (including testing/assessment products) Exposure to backlog software (e.g., Jira, VSO, Trello, Wrike) and communication applications (Slack, MS Teams, Salesforce, etc.) Travel Requirements Up to 10% travel required Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $91,600 - $126,800 If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.