Product Owner, Omnichannel Communications & CRM

Summary 

GeneDx is seeking a Product Owner to drive the strategy and day-to-day execution of our communications and CRM capabilities. You will turn real-world needs from Client Services, Operations, and other stakeholder groups into channel-agnostic requirements, prioritized backlogs, and measurable outcomes—spanning our emerging notification layer and the Salesforce environment where every interaction is tracked and acted upon.  

Your mandate is to ensure that every patient- or provider-facing message reaches its audience quickly, clearly, and compliantly, while the resulting data enriches CRM workflows for seamless follow-up. By transforming fragmented touchpoints into cohesive, insight-rich journeys, you will shorten turnaround times, reduce manual follow-ups, and elevate the GeneDx customer experience. 

Job 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  

Education, Experience, and Skills

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

#LI-REMOTE

Pay Transparency, Budgeted Range$127,545—$159,431 USD

~

Science - Minded, Patient - Focused. 

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most. 

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to repo