Product Communications Manager

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

The Product Communications Manager will play a critical role in the Enterprise Platforms organization and the company as a whole. This individual will create processes, systems and governance for customer product communications to support 50+ R&D Teams in a continuous release environment.  They will manage product feature guides, training curricula, knowledge bases, and associated materials to facilitate knowledge sharing with customers and across Amwell. This role will partner closely with key groups such as Product Management, Product Marketing, Training & Solutions, Account Management, Professional Services, and Engineering to deliver timely, relevant content about the Amwell product suite, including our hardware and software solutions. He or she will own the processes and technologies that deliver product documentation to our customers.  He or she will also drive content generation and facilitate sharing of content through document management tools, live training, webinars, and other areas as needed.

The ideal candidate has strong leadership skills, is self-motivated, and has a passion for clear, compelling communication. If you are interested in driving healthcare innovation, we would love to hear from you!

Core Responsibilities:

Cross-Functional Process Optimization

• Create processes, systems and governance for customer product communications to support 50+ R&D Teams in a continuous release environment.
• Lead design, build-out, customer access, security, and enhancement of a customer facing Amwell product website
• Manage the creation and quality of our monthly customer facing Product Updates (Release Notes) for Converge
• Create processes and tools to ensure seamless Product Update content creation across more than 20 Product Managers and 59 R&D teams
• Manage the Expedited Product Update process for urgent updates to our customers
• Manage all timelines and coordination related to Product Updates and product communications
• Manage and prioritize requests for training assets to be created
• Manage the creation of configuration guides for each feature
• Lead and manage content creation for monthly product briefing meeting held for internal Amwell teams across many departments
• Create and maintain feature enablement checklist, which will provide uniform guidelines on what must be done, before a major feature can be announced to clients
• Maintain and update Product Update style guide
• Build and/or evaluate tools that will provide transparency and visibility into product deliverable availability
• Drive resolution on all product communication issues, collaborating closely with Product Marketing, R&D, Training, and Account Teams
• Create and manage product communications training materials for Product Team and other departments
• Train Product Managers, Product Owners, and internal customers (Solutions, Professional Services, Customer Success) on all Product Communications processes including Product Updates

Product Management Process & Tooling

• Creates scalable processes for discovery and intake of future product iterations. Manage inbound request pipeline structure in partnership with Commercial and Services teams
• Collects and communicates both qualitative and quantitative data from within and outside the product team. This can include data from experiments, product usage, customer feedback, feature requests, and support tickets as well as data from sales, marketing, and finance. 
• Maintains templates, guidelines, how-to references, and resources related to product Initiatives and Epics so the product team can operate efficiently.
• Product Management Toolset: Manages the product management tech stack and documents best practices so all team members use tools and follow processes consistently and effectively.

Internal coordination & Information exchange

• Ensure product managers are corresponding with cross-functional stakeholders in standard formats and cadences
• Ensure product managers are partic