Sr. Product Owner, Customer Experience and Digital Transformation
Baylor Genetics
Success in this role requires a strong understanding of clinical workflows, a pragmatic and user-centered mindset, and the ability to work cross-functionally to deliver incremental but meaningful improvements.
KEY RESPONSIBILITIES:
· User Experience & Enhancement Execution
o Triage and prioritize improvements across our existing platform based on customer feedback, support tickets, and known pain points
o Define lightweight, high-value enhancements and partner with engineering to deliver quickly
o Ensure usability and continuity across critical user journeys during platform transitions or retirements
· User-Centered Decision-Making
o Rely on deep understanding of clinical workflows and user needs to assess impact and prioritize improvements, even in the absence of comprehensive data
o Develop a strong intuition for what matters most to users by staying close to the details and regularly engaging with frontline staff and providers
o Be comfortable speaking directly with customers to validate problems, pressure-test ideas, and ensure product changes align with real-world use
· Cross-Functional Collaboration
o Work closely with Engineering, Support, Sales, and Customer Success to align on high-impact initiatives
o Communicate roadmap, tradeoffs, and status updates clearly to stakeholders
o Serve as the primary product point of contact for all issues and enhancements related to our existing platform
o Work closely with other Product Owners to ensure short-term fixes and enhancements are thoughtfully aligned with long-term product strategy and future state design
A Great Candidate…
o Thrives in fast-paced environments and takes pride in solving real customer problems
o Is pragmatic and action-oriented, focused on delivering value without overcomplicating solutions
o Has excellent communication skills and builds trust with cross-functional partners and customers
o Embraces ambiguity and is excited to take ownership of a platform in transition
o Is passionate about improving healthcare delivery and creating better digital experiences for providers and patients
o Is passionate about Baylor Genetics mission and eager to make a real impact
QUALIFICATIONS:
· Education:
o Bachelor’s degree in business, computer science, information technology healthcare informatics, or related field.
· Experience:
o 8+ years of experience in product ownership, product operations, or equivalent roles, ideally within health tech, B2B SaaS, or clinical software environments
o Demonstrated success delivering incremental improvements to legacy or complex digital platforms
o Deep familiarity with provider workflows in clinical or laboratory settings strongly preferred
o Experience working in agile, cross-functional teams; proficiency in Jira and Confluence is required
o Ability to manage ambiguity, context-switch quickly, and make sound decisions with incomplete information