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
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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 reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
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