Senior Product Owner Consumer Services - Healthcare

The Senior Product Owner for Consumer Services will lead a portfolio of highly visible digital products focused on patient access, engagement, and experience across Rush. This hybrid role in Chicago partners with cross-functional teams to shape strategy, roadmap, performance measurement, and ongoing evolution for consumer-facing solutions.

Role Focus

Own strategy and execution for consumer digital offerings, including the MyRush mobile app, patient-facing AI chatbot experiences, digital front door initiatives, and employee telehealth services. Account for product value and ROI through lifecycle oversight, performance monitoring, and continuous improvement.

Key Responsibilities

• Define the vision, strategy, and long-term and near-term roadmap for the consumer mobile app, collaborating with Marketing, Strategy, and UX to understand competitive dynamics and the needs of consumers and caregivers.
• Partner with Digital Leadership and Rush Senior Leaders to endorse and champion the mobile app vision and drive system-wide deployment.
• Ensure providers and caregivers are integrated into planning, deployment, communication, and adoption within patient communities.
• Communicate the app strategy to Rush leaders and teams and engage stakeholders over the long term.
• Coordinate with other product and service owners to ensure the mobile app experience integrates into the overall patient journey and adjacent digital and physical touchpoints, including Rush.edu, digital front door, digital outreach campaigns, eCheckin and arrivals workflows, and MyChart tools.
• Define, measure, analyze, and improve KPI and value/ROI metrics for the mobile app, including adoption, engagement, and impact, and maintain accountability for ROI outcomes.
• Stay current on industry trends, service-industry best practices, emerging technologies, and patient experience practices to drive continued innovation for the mobile app.
• Provide product and service oversight for an assigned set of digital-first consumer services, ensuring strategies are in place and overseeing product team execution and evolution.
• Define, measure, analyze, and improve KPI and ROI metrics for assigned services, maintaining accountability to ensure business plan achievement.
• Work with clinical, operational, and technology leaders to integrate assigned services into Rush operations and relevant delivery channels (mobile and web).
• Own patient personas and journeys for assigned services, translating customer and provider input into prioritized functional requirements and future development roadmaps.
• Oversee collection and refinement of functional requirements from consumers, clinical staff, and internal stakeholders, converting complex requirements into actionable user stories.
• Set scope and feature priorities for execution teams and make final decisions on detailed requirements with input from others and patients.
• Serve as a primary point of contact between product teams and the Rush Digital Transformation Committee and other stakeholder forums, ensuring alignment and timely communication.
• Oversee product lifecycle delivery, including timely updates and features aligned with patient and organizational needs.
• Participate in sprint planning, backlog grooming, and sprint reviews to ensure deliverables match the roadmap.
• Collaborate with Rush Marketing and leaders on go-to-market strategy, brand positioning, and product/service launch.
• Partner with QA teams to define acceptance criteria and ensure thorough testing of new features and updates.
• Collect and analyze user feedback to improve functionality, usability, and performance, and monitor app performance metrics to evaluate release success.
• Engage Rush Legal, Privacy, and Compliance teams to ensure consumer services and the mobile app comply with relevant regulations.
• Guide and mentor junior team members, helping them understand and develop through the product development life cycle and strengthening a product-oriented culture.
• Act as a voice for change in consumer service and product design to support Rush’s goal of leadership in digital healthcare.

Required Qualifications

• Bachelor’s degree in Business, Healthcare, Information Technology, Computer Science, or a related field.
• Master’s degree preferred.
• Relevant certifications such as Certified Scrum Product Owner (CSPO) or similar are a plus.
• 5+ years of experience as a Product Owner, Product Manager, or similar role in healthcare with increasing responsibility and visibility/impact.
• Proven track record managing mobile applications or digital products in a healthcare or hospital environment.
• Experience with electronic health record (EHR) systems and integration with mobile or consumer-facing applications.
• Knowledge of patient engagement tools, telemedicine platforms, and other healthcare technologies.
• Experience working with cross-functional teams including UX/UI designers, software developers, QA testers, and business stakeholders.
• Agile experience using methodologies such as Scrum or Kanban, with familiarity in tools such as Jira or Trello.
• Strong skills gathering and analyzing customer feedback, defining user stories, and working with stakeholders to define product features.
• Team leadership capability to build energized, cohesive multidisciplinary teams aligned to strategy and vision.
• Healthcare industry knowledge of hospital workflows and patient needs is highly desirable.
• Business acumen to prepare and manage business cases, financial metrics, ROI trackers, and budgets for assigned services.
• Technical acumen to understand and communicate technical concepts clearly.
• Experience and familiarity with mobile app development processes and platforms (iOS, Android) is a plus.
• UX/UI focus with understanding of mobile usability best practices in healthcare.
• Data-driven decision making using analytics and user feedback to prioritize features based on business impact.
• Exceptional verbal and written communication skills to articulate product vision and requirements.
• Problem-solving ability to address obstacles and support timely delivery of product features.

Technology & Tools

• Certified Scrum Product Owner (CSPO)
• Scrum, Kanban
• Jira, Trello
• Electronic health record (EHR) systems
• MyChart tools
• iOS, Android

Location, Work Details, and Pay

• Location: Chicago, Illinois (hybrid), with quarterly travel to Rush
• Business Unit: Rush Medical Center
• Hospital: Rush University Medical Center
• Department: RUSH Digital Transformation
• Work Type: Full Time (Total FTE between 0.9 and 1.0)
• Shift: Shift 1
• Work Schedule: 8 Hr (8:00:00 AM - 5:00:00 PM)
• Pay Range: USD $55.75 - $83.07 per hour

Education

Bachelor’s degree in Business, Healthcare, Information Technology, Computer Science, or a related field.