Product Operations Lead
Emergency room visits and hospital stays can be uncomfortable and stressful times for families and their loved ones. DispatchHealth allows people to receive high quality and cost-effective medical care in the comfort of their homes. A rapidly scaling startup, DispatchHealth provides an integrated, convenient, high-touch care-delivery solution that extends the capabilities of the patient's care team and ensures that we provide personalized, quality care in the home or at the patient’s location of need.
Technology and data drive all aspects of our business and allow for better care delivery from patient onboarding, patient care, and post care follow-up. We’re looking to create a best-in-class technology platform that helps our patients stay in the comfort of their homes – and we’re looking for people like you to help shape and build the technology that changes the way people receive healthcare.
Position Summary
The Product Operations Lead will manage and develop a team of ~5 Product Operations Managers and Analysts to provide the org with technical product support to end users on a variety of issues. This role reports to Product Lead Charles Soll, and leads a small team that serves as the subject matter expert for the product, responsible for driving all functional and operational guidance for our internal end-users. This role will standardize service delivery for our core product and ensure that training and support is available consistently. By analyzing, testing, and troubleshooting issues you will identify problem areas and recommend corrective action.
Key Responsibilities
- Manage small team responsible for escalation, triage, investigation, and communication on all product issues
- Serve as product expert and work with Product Managers to suggest solutions based off of end user/business requirements
- Driving scale into operations through alignment on data and process
- Define and document runbooks and SOPs for cross collaboration
- Work with QA team to assist in the testing and feasibility of product issues
- Identify trends in product through support issues and escalations that can be used to drive remediation efforts
- Implement a training and knowledge program for internal end users and stake holders
- Work cross functionally with development to understand the scope of releases so updates can be provided to end users.
- Own improvements to existing process and procedures to better support end-users
- Other duties as assigned
Qualifications
- 5+ years of product/application support experience
- 2+ years management experience
- Strong technical understanding and ability to effectively communicate across several cross functional teams and end users
- Strong analytical skills and ability to work in a fast-paced environment
- Knowledge of Agile or Scrum preferred
- ITIL/ Lean Six Sigma certification preferred
The pay range for this position in Colorado is $155,000 - $175,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, candidate location, and experience.
DispatchHealth is committed to creating and supporting a diverse and inclusive team and serving all communities. All qualified applicants will be considered for employment regardless of race, gender, gender identity or expression, sexual orientation, religion, national origin, disability, age or veteran status.
DispatchHealth offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family and short-term disability leave.
To see our Employee Privacy Notice, please see here: https://www.dispatchhealth.com/employee-privacy-notice/