thyme-care - Product Operations Lead
Requirements
• 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 • WHAT LEADS TO SUCCESS • Operator empathy. You understand that a nurse mid-call with a member can't wait for a workaround. You take care team feedback seriously, explain things patiently, and earn trust by following through on what you hear. • Curiosity and investigative instinct. When something seems off, you ask the next question. You can tell the difference between user confusion and a real defect, and you gather the details that let engineers move quickly. • Organized and reliable. You keep a lot of moving parts on track: release notes, calendars, roadmap decks, surveys, training updates. Things don't slip because a detail fell through the cracks, and people trust that if you own it, it gets done. • Clear communication. You write release notes, training materials, and summaries that are short, accurate, and easy to act on. You adjust your message for a care team audience, an engineering audience, or leadership. • Cross-functional connector. You build relationships across product, engineering, operations, and training. When an issue touches several teams, you know who to bring in and how to keep everyone aligned. • Continuous improvement. You notice friction in processes like onboarding, rollouts, and triage, and you fix it rather than work around it. You treat documentation and process as things that need ongoing upkeep, not one-time projects. • Practical about AI. You use AI tools to work faster and produce better materials, and you know where you need to check the output before it goes to users. • At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose (or don't choose). • Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $171,000-$190,000. The salary range could be lower or higher than this if the role is hired at another level. • We recognize a history of inequality in healthcare. We're here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer. • Be cautious of recruitment fraud https://www.thymecare.com/fraudulent-job-offers, and always confirm that communications are coming from an official Thyme Care email.
Responsibilities
• 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. Thyme Care runs on three software platforms. The largest, Thyme Box, is the care management platform where our nurses, social workers, care partners, nurse practitioners, and medical directors spend their day. You'll connect our product and engineering teams with the care team: you'll know how our products work in practice, spot problems early, and make sure changes land smoothly. • The work is broad. It covers first-line triage and user support, rollout planning, training and documentation, usage monitoring, and the operating rhythm of the product organization. Many of these processes exist informally today, and you'll have room to formalize and improve them. You'll partner closely with product managers, engineering, quality engineering, data science, service design, our training team, and Care Delivery and Enrollment operations. • Become the expert on how our products work: learn all three of our platforms and the key data assets behind them in depth, give introductory demos to new team members across tech and the broader company, and be a go-to resource when someone needs to understand how something works • Serve as first-line triage for Thyme Box issues: partner with Quality Engineering on bug triage, field reports from the care team, ask the clarifying questions that separate "the product works differently than I expected" from "something is broken," and hand off well-documented issues for technical investigation • Run product rollouts: partner with PMs and engineering to plan and project manage feature pilots and rollouts with Care Delivery and Enrollment operations, provide first-line support to end users as changes go live, and own release notes and cross-functional communications and training materials for upcoming releases • Support quality before launch: help QA new features across engineering and service design pods, and set up in-product walkthroughs and tooltips for new functionality • Keep training and documentation accurate: own the accuracy of Thyme Box training documentation and reference materials; partner with our training team on new hire onboarding and refresher materials for the care team; and review other training materials and process changes for how they interact with Thyme Box, recommending ways to streamline those processes in the tool • Monitor usage and listen to users: use tools and data analysis to spot unusual Thyme Box usage patterns and flag them to the right teams, and run regular user satisfaction surveys, turning results into clear findings that product teams can act on • Keep product teams close to the care team: coordinate regular shadowing sessions so product, engineering, and data science see their users' work firsthand, and create documents, videos, and other materials that explain to the care team how our tech teams work and how they can contribute • Run the product org's operating rhythm: maintain a current product roadmap deck across all pods by gathering inputs from each PM, and own the product process calendar, including quarterly roadmap planning, vendor renewals, tech debt days, hackathons, and other recurring milestones • Use AI to work more efficiently: apply AI tools to drafting documentation, analyzing survey and usage data, and building training materials • WHAT YOU'VE DONE • 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: you can use monitoring or analytics tools, pull together usage data, and explain what you're seeing 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 • Experience operating in fast-moving environments where processes weren't fully defined yet
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