Product Operations Manager

Develop Health is on a mission to use AI to radically accelerate access to life-saving medications. They are seeking a Product Operations Manager to own the customer journey from go-live through renewal, help shape new features, and build the operational systems around their AI platform.

Responsibilities:

• Use AI and agentic tools to automate recurring work and prototype new solutions. Partner with our AI engineers to turn the strongest ideas into reliable systems. Once a solution is in use, monitor its results, document exceptions, and improve the human review and escalation process around it
• Own a portfolio of customer accounts through implementation and beyond. Build strong relationships, lead regular check-ins, respond quickly to escalations, and keep customers informed when issues could affect patient care
• Get hands-on with the platform and customer workflows. Configure customer setups, troubleshoot issues, and guide pharmacists, nurses, and care teams toward effective usage. Use what you learn to help define new features, map how they fit into existing workflows, and guide teams through rollout and adoption
• Analyze approval rates, turnaround times, submission volumes, rejection patterns, and product usage. Investigate changes in the data and turn what you find into action plans customers and internal teams can execute
• Build the operational foundations for customer and product operations, including account health scoring, playbooks, escalation guides, quality checks, and repeatable processes. Serve as a frontline source of truth for product and engineering by surfacing recurring customer problems, turning them into clear requirements, and helping prioritize the fixes that matter most
• The AI-enabled systems that help the team identify account risk, investigate operational problems, prepare customer updates, and follow through consistently, along with the human workflows needed to use those systems effectively
• The customer journey from go-live through steady-state and renewal, including the playbooks that make it repeatable across accounts and market segments
• Customer health and retention. Identify at-risk accounts early, lead interventions, deepen product usage, and support expansion into new workflows and products
• The rhythm of account reviews, quarterly business reviews, planning, and reporting that keeps customers and internal teams aligned on performance, clinical impact, and next steps
• The path from customer need to working product capability. Identify patterns in customer pain, define requirements with product and engineering, design how features fit into customer workflows, and close the loop through rollout, adoption, and iteration