Be the primary resource for internal users when they run into issues or friction with our tools
Triage incoming requests
distinguishing between training gaps, workflow issues, and true product problems
Build and maintain processes for capturing, organizing, and communicating user feedback across service lines
Partner closely with Care Operations to stay on top of what's working and what isn't, and to make sure product changes translate into smoother workflows in practice
Manage the operational aspects of product releases that affect both internal teams and members
coordinating timing, preparing teams, and following up on adoption
Write clear, targeted communications tailored to patients, internal users, and executive stakeholders
Identify risks before a rollout and flag them early; identify gaps after launch and make sure they get addressed
Take on focused research projects that require getting into the weeds: analyzing product usage data, mapping how a workflow functions end-to-end, or documenting how our tools behave across different scenarios
Build and maintain knowledge bases that help internal users (and the product team) understand how our tools work
Surface patterns and trends across feedback, support requests, and data
and identify where a targeted change could have an outsized impact on the team or the business
Help answer the question we'll often be asking: "Is there a product problem here?"
even when the answer takes some digging

1-3 years of experience in product operations, operations management, or a similar role
this is a great second job for someone who's been building foundational skills and is ready to go deeper
Strong ops instincts: you notice when a process is inefficient, you ask questions, and you follow things through to resolution
An interest in product: you don't need to have shipped features, but you should be the type of person who wonders why a product works the way it does
Comfort with ambiguity: some of the most important work in this role will involve investigating ambiguous situations without a clear answer at the start
Strong written and verbal communication skills
A strong sense of ownership and a desire for autonomy
High attention to detail and a low tolerance for things falling through the cracks
Collaborative and low-ego: you'll be working closely with clinical and operations teammates who are experts in their domain, and building trust with them matters
Some experience using AI day-to-day to optimize efficiency
Nice to have:
Experience in healthcare, digital health, or another highly regulated or operationally complex environment
Familiarity with care coordination workflows, patient-facing apps, or clinical tools
Experience in an early-stage or scaling startup
Comfortable working with data (SQL/Excel) to discover insights
Exposure to how software is built
NYC-based candidates excited to work IRL 2+ days per week preferred; exceptional remote candidates will be considered.

Product Operations Manager

Key skills