Director, E2E Product Marketing Manager (Remote) at Insulet in Acton, Massachusetts

Job Description:

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Job Title : Director, E2E Product Marketing Manager

Department : CPXO

FLSA Status : Exempt

Insulet Corporation (NASDAQ: PODD) is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod® Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the disposable and waterproof Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet's latest innovation, the Omnipod® 5 Automated Insulin Delivery System, is a tubeless automated insulin delivery system, integrated with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero finger sticks, and is fully controlled by a compatible personal smartphone. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas.

Studies have demonstrated the clinical and lifestyle advantages of insulin pump therapy over multiple daily insulin injections (MDI). However, many people still choose MDI therapy largely due to the complexity, cost, and inconvenience of conventional pump technology. The Omnipod is a discreet and easy-to-use system that eliminates many of the issues associated with conventional pumps. By breaking down the barriers to insulin pump therapy, Insulet hopes to provide both a superior treatment option and life-long health benefits for people with insulin-requiring diabetes

Insulet was founded in 2000 with the mission to improve the lives of people with diabetes and enable customers to enjoy simplicity, freedom, and healthier lives through innovative technology. The Company's world headquarters and state-of-the-art automated manufacturing facility are located in Acton, Massachusetts with global offices in the U.K., France, Germany, Netherlands, Canada, Mexico, Australia, and the United Arab Emirates. Omnipod products are available in 24 countries around the world.

Insulet recently concluded its seventh consecutive year of 20% or more revenue growth, and more than doubled its intellectual property portfolio over the last year. Insulet is proud to be recognized as a 2022 Top Workplace USA ; awarded Top Workplaces Cultural Excellence Award for remote work; recognized as a Great Place to Work ® in four international locations in 2023; and ranked as one of America's most responsible companies by Newsweek .

For more information, visit: insulet.com and omnipod.com .

Position Overview:

Reporting to the Senior Director, Customer Success, the Director, E2E Product Marketing will be responsible for defining, documenting, and governing end-to-end customer journeys globally for product awareness, sales, onboarding, training, and continued service for the duration of a customer using an Insulet product. They will be an advocate for the full journey and will ensure products, content and services come together in a seamless way for the customer. The successful leader will be a passionate, data-driven advocate for customers while also ensuring all customer journeys are simple and consistent. They will partner with leaders across the organization to ensure that all customer journeys are executed using scalable business processes and supporting technology and play a critical role in the enterprise go to market team.

Responsibilities

• Responsible for documenting the E2E customer journey for all Insulet products in development and in market.


• Work with Franchise PMMs and Global Marketing teams to ensure product specific marketing collateral and/or content is seamlessly implemented in E2E customer facing solutions (ex: customer portals, surveys, help content), including new product launches.


• Conduct gap assessments, together with E2E Sr Product Managers and other teams, identifying the areas of the customer journey that are impacted by a product launch or that need to change with the launch of a new product.


• Gathers and consolidates actionable data, insights and feedback from leaders across the organization (Customer Success, Franchise PMs and PMMs, E2E PMs, UX, Customer Care, Product Support, field teams and other SMEs) for the continuous improvement and update of the E2E customer journeys.


• Manage customer-facing content assets for web and SMS/email to support post-acquisition customer journeys in cooperation with US consumer marketing engagement lead (e.g. retention emails, onboarding emails, shipping journey emails, CLP follow up emails, etc.,). Creates future customer communications supporting post-acquisition in customer journey.


• Manage online customer support materials in collaboration with Medical Affairs, Sales Excellence, Franchise PMM's, Instructional Design, and Consumer Marketing (creation of FAQs for web in cooperation with Medical Affairs, Instructional Design and Product Support)


• Drive cross functional adoption in usage consumer educational materials to increase customer satisfaction with product support and services (automated messages based on reason for call to customer, field awareness, etc.) Co-create FAQs with Product Support leadership to be distributed to agents. Lead messaging to field on new CX initiatives via Podmission and Field Marketing team.


• Plays a key role in product launches and supports Mock Launch efforts with customer journey documentation.


• Serve as point of contact, while centralizing and driving the content review process for all E2E customer-facing content. Serve as a key stakeholder for E2E in US/INT'L weekly content review meetings.


• Helps govern a standardized translations process for all E2E customer facing content with all internal partners.

Key Decision Rights

• Decisions regarding changes to customer journeys with full visibility of how a change in one part of the journey impacts another


• Content decisions as they relate to the customer's experience with Insulet outside of the use of specific product (PDM & POD)


• Which customer journeys and associated personas need to be executed for all mock launches

• Passionate advocate for customers, their needs, and how Insulet can serve them better


• Role modeling cross functional collaboration and agility


• Enterprise mindset (understands impact of their decision on other functions and products)


• Leading without authority and managing through influence


• Guiding difficult cross functional decisions


• Influence, interact, and lead globally


• Strong customer-focused mindset and ability to translate that into E2E processes for specific personas


• Build strong working relationships with Franchises, Global Marketing, General Managers, Customer Facing Software, Clinical, Agile Delivery, and E2E Product Management


• Strong communication skills - written and oral


• Proven ability to support the E2E team in connecting the dots between commercial vision and technical planning and execution

Required Skills and Competencies

• Ability to lead process, technology, and operational evolutions within Insulet to deliver on desired Customer Experience


• Ability to synthesize and interrogate data to inform prioritization of customer journey improvements


• Ability to implement effective reporting of E2E customer journey performance


• Ability to guide dispassionate prioritization of customer journey programs, projects, enhancements based on data and business impacts.

Education and Experience

• 5+ yrs experience defining customer journeys and their associated business process and technology enablers


• Helpful to have deep familiarity with commercial systems (global), data elements underpinning commercial activities, customer experiences, and global customer journeys


• Experience with medical device product management, with knowledge of regulatory & quality requirements globally


• Diabetes experience or knowledge a plus

• The position can be remote, hybrid or in-person at our Acton, MA headquarters. The preferred location is near San Diego, CA or Acton, MA.


• Travel is estimated at 25% but will flex depending on business need.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information:
The US base salary range for this full-time position is $164,400.00 - $247,050.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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