Customer Care Product Manager- Epic

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Position Overview The Customer Care Product Manager- Epic partners with Customer Care stakeholders and Epic delivery teams to translate business needs into effective, scalable solutions within the Epic EMR. This position leads business requirement gathering, analyzes the problem space to define user stories, acceptance criteria, and ultimately verifies the work generated by the development teams meets the stakeholders’ requirements. This role owns the product vision, roadmap, and backlog for a defined set of Epic‑based capabilities, guiding initiatives from intake and prioritization through implementation and delivery. Serving as a key bridge between business partners and technical teams, the Product Manager brings strong Epic Cheers/CRM and Agile expertise to assess requests, shape solutions, and drive execution. The ideal candidate is a strong stakeholder partner, process‑oriented, and comfortable balancing strategic problem‑solving with hands‑on product delivery in a complex, cross‑functional environment. This role is based in Madison, WI, with an onsite presence four days per week. Essential Duties Include, but are not limited to, the following: Demonstrate complete knowledge, skills, and understanding of practices for complex programs and initiatives exhibiting creativity and substantial understanding of specialized techniques, processes, and procedures. Engage as a key voice of the customer for stakeholders for one or more product areas to ensure their needs are heard and that delivery teams are getting the support needed. Translate user and business needs into high-level requirements for work assignments of medium complexity, by utilizing a structured process for gathering, analyzing, documenting, and managing change to assess and recommend solutions based on cost vs. benefit analysis and parallels to overall business strategy.  Define acceptance criteria for product features of medium complexity and ensure they are understood by the delivery team.  Maintain detailed documentation such as gap analyses, business process flow charts, decision tables, features, and business requirements document to aid in the development and refinement of new analytical tools and processes.  Execute plans during the implementation phase, composing standard operating procedures (SOPs), participating in design reviews and walk throughs. Track product performance after implementation to ensure efficiency of operations and proactively provide continuous improvement recommendations. Define key performance indicators (KPIs) and metrics to measure product success. Monitor product performance, analyze data, and make data-driven decisions to improve product outcomes. Collaborate closely with Quality Engineering (QE) to ensure the product meets high standards of quality, performance and reliability by defining the product requirements and acceptance criteria, which are then used by the QE team to develop test plans and test cases. Create and maintain the product roadmap for area of responsibility that outlines the development and release of features. Communicate product strategy, roadmap, and progress to stakeholders, including executives, partners, and customers. Manage stakeholder expectations and prioritize competing demands to ensure alignment and focus. Actively participate in all squad ceremonies.  Review work completed by the squad, provide feedback, and accept work, as applicable.  Manage the product backlog by grooming and prioritizing, while ensuring work is in line with product strategy and OKRs. Develop and maintain relationships with customers and business