Imagine Pediatrics - Manager, Product Help Center
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Requirements
• 6+ years of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience. • Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers. Experience supporting a website and mobile app are nice-to-have. • Strong understanding of support technologies and ticketing platforms, such as Jira Service Management • Excellent communication skills with ability to interact effectively across all organizational levels • Data-driven approach to decision making with strong analytical capabilities • What We Offer (Benefits + Perks) The role offers a base salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. We provide these additional benefits and perks:
Responsibilities
• As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will: • Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team. • Build, scale, and lead a high-performing support team • Develop and execute a comprehensive support strategy • Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities. • Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements • Partner cross-functionally • Act as a strong partner to clinical and operational teams by reducing friction and improving response times. • In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users • Partner with technology teams to improve and optimize the platforms you’ll support. • Collaborate with legal, compliance, and security teams as needed • What You Bring & How You Qualify First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In this role, you will need:
Benefits
• Competitive medical, dental, and vision insurance • Healthcare and Dependent Care FSA; Company-funded HSA • 401(k) with 4% match, vested 100% from day one • Employer-paid short and long-term disability • Life insurance at 1x annual salary • 20 days PTO + 10 Company Holidays & 2 Floating Holidays • Paid new parent leave • Additional benefits to be detailed in offer • What We Live By We’re guided by our five core values: • What We Live By • Our Values: • Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future. • Children First. • Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments. • Earn Trust. • Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale. • Innovate Today. • Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve. • Embrace Humanity. • One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together. • One Team, Diverse Perspectives. • We Value Diversity, Equity, Inclusion and Belonging
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