EMS Management & Consultants, Inc.

Product Manager

• Own clearly defined product problems or outcome areas within a product or workflow.
• Conduct customer and internal user interviews to understand workflows, pain points, and unmet needs.
• Translate insights into problem statements, hypotheses, and success metrics.
• Use data, research, and feedback to validate problems before proposing solutions.
• Define solutions collaboratively with Design and Engineering, balancing customer value, feasibility, and impact.
• Write clear user stories and acceptance criteria that express intent, not just tasks.
• Actively participate in sprint planning, backlog refinement, demos, and retrospectives.
• Make day-to-day product decisions within your area of ownership.
• Define and track success metrics for the initiatives owned.
• Analyze feature adoption, usage patterns, and workflow impact.
• Partner directly with Engineering, Design, Operations, and Support as the product owner for your initiatives.
• Communicate priorities, tradeoffs, and decisions clearly and confidently.
• Present findings, recommendations, and results to product leadership.
• Perform other duties as assigned.

Associate Product Manager

Customer Support

• Lead daily activities of 15-20 remote and in-office employees within the Customer Service Department.
• Establish policies and procedures.
• Maintain daily workflows to ensure turnaround times are met.
• Provide direction and overall performance management of the staff.
• Recruit and hire individuals with the necessary skills for a call center.
• Create a connected and empowered working environment.
• Provide continuous team training to develop top performers.
• Prepare individual and departmental statistical reports.
• Delegate work assignments ensuring timely resolution.
• Coordinate with payroll department for records accuracy.
• Control resources to achieve qualitative and quantitative targets.
• Overcome objections and facilitate client-facing meetings.
• Update and create Standard Operating Procedures.
• Travel as needed (less than 10% of working time).

Customer Service Supervisor

Project Manager

• Project Manager I primary responsibilities include the successful coordination and completion of projects on time, within budget, and within scope.
• This position will oversee all aspects of assigned projects, while coordinating with internal resources/departments, vendors/third parties, and/or clients, in order to ensure project success.
• The project manager will also interface with project stakeholders and contributors across multiple lines of business to define project requirements, scope, and drive successful outcomes.
• The position will have an overall goal of improving processes & standardization with an emphasis on leveraging technology and lean operational processes through innovation.
• Work with cross functional teams to define and document process improvement goals and initiatives.
• Assist in the definition of project scope and objectives, involving all relevant team members and stakeholders and ensuring technical feasibility.
• Set deadlines, assign responsibilities, and monitor and summarize progress of projects.
• Assess and procure resource availability and allocation.
• Develop detailed project plans to monitor and track progress.
• Measure, track, and report project progress and milestones and provide status reports to management and process owners.
• Manage and communicate changes to project scope, project schedule, and project costs using appropriate verification techniques, forms, and processes.
• Establish, manage, and maintain the relationship with the client (internal or external), all stakeholders and project team members, and third parties/vendors.
• Perform risk management to minimize project risks.
• Create and maintain project documentation.
• Delegate project tasks based on project team members’ individual strengths, skill sets, and experience levels.
• Partner with process owners to ensure proper documentation of project-related processes are in place or established.
• Ensure successful completion of all project-related tasks.
• Ensure that QA, regression testing, and UAT (user acceptance testing) are planned and executed as required to meet expectations.
• Act as a liaison or support collaborations with clients or vendors to resolve any project issues.
• Support the EMS|MC PMO by ensuring understanding, commitment, and application among all strategic decision makers for the successful application of best practice project management, problem solving, and Lean implementation tools and methodologies.
• Ensures consistency with corporate goals, direction, policies, and guidelines.
• Lead, coach, and motivate process owners and project team members on a positive basis while regularly communicating clear expectations to ensure project success.

QA Engineer

• Develop and execute the overall Quality Assurance (QA) strategy, roadmap, and organizational structure to support scalable, high-quality software delivery.
• Lead and manage the QA organization, including QA engineers, automation engineers, and test analysts across multiple products and development teams.
• Establish standardized QA processes, frameworks, and metrics, including automated testing, regression testing, performance testing, and user acceptance validation.
• Partner with software engineering leadership to define quality standards, integrate testing earlier in the development pipeline, and ensure quality gates are met before release.
• Oversee the implementation and expansion of automated testing frameworks and tools to improve efficiency, reliability, and continuous integration/continuous delivery (CI/CD) success.
• Work cross-functionally with Product Management to define acceptance criteria and ensure requirements are testable and aligned with business needs.
• Collaborate with Compliance, Data Security, and Operations to support audits, risk mitigation, and defect-prevention initiatives.
• Monitor quality Key Performance Indicators (KPIs), identify trends, and present insights into leadership to guide improvements in product stability and development processes.
• Ensure QA environments, test data strategies, and tooling are optimized to support a modern engineering organization.
• Lead root-cause analysis efforts for defects and system issues, ensuring corrective and preventative actions are implemented.
• Develop and mentor QA team members, fostering a culture of continuous learning, accountability, and operational excellence.
• Manage vendor relationships and external QA resources as needed.

Associate Product Manager

Customer Service Supervisor

Project Manager

Director, Quality Assurance