Product Operations Lead

We're hiring a Product Operations Lead to make sure the software we build works well for the people who use it, from the day a feature ships and every day after. The role connects product and engineering teams with the care team, primarily for Thyme Box, the care management platform used by nurses, social workers, care partners, nurse practitioners, and medical directors.

Responsibilities

Become the expert on how the products work, learning all three platforms and key data assets in depth, giving introductory demos, and serving as a go-to resource; Serve as first-line triage for Thyme Box issues, partnering with Quality Engineering on bug triage and handing off well-documented issues for technical investigation; Run product rollouts with PMs, engineering, and Care Delivery and Enrollment operations, including pilots, first-line user support, release notes, cross-functional communications, and training materials; Support quality before launch by helping QA new features and setting up in-product walkthroughs and tooltips; Keep training and documentation accurate, partner with the training team on onboarding and refresher materials, and recommend process streamlining in the tool; Monitor usage and listen to users by spotting unusual usage patterns, flagging them to the right teams, and running regular user satisfaction surveys; Keep product teams close to the care team through shadowing sessions and materials explaining how tech teams work; Run the product org's operating rhythm by maintaining the cross-pod product roadmap deck and owning the product process calendar; Use AI tools to work more efficiently in drafting documentation, analyzing data, and building training materials

Requirements

3+ years in product operations, product support, implementation, training, or a similar role working closely with product and engineering teams on software used by operational teams; Healthcare experience, especially in care delivery, digital health, or value-based care; Experience acting as the bridge between end users and technical teams, including triaging issues and writing clear, reproducible bug reports; Track record of planning and running software rollouts, including training, communications, and user support through launch; Experience creating training materials, documentation, or user guides that people actually use and that drive successful feature adoption; Comfort working with data: using monitoring or analytics tools, pulling together usage data, and explaining findings to non-technical audiences; Strong project management and organizational skills, with the ability to keep many recurring processes and deadlines on track at once; Strong written and verbal communication, with the ability to translate between technical and non-technical audiences in both directions; Practical experience using AI tools in day-to-day work, and curiosity about where they can help; Experience operating in fast-moving environments where processes weren't fully defined yet

Nice to have

Experience with Datadog or similar monitoring and product analytics tools; Experience configuring in-app guidance (walkthroughs, tooltips) or other no-code product tooling; Experience with QA or software testing

Benefits

Equity; benefits; other opportunities at Thyme Care