Product Operations Manager
Description
Company: Oak Street Health
Title: Product Operations Manager
Location: Chicago or Remote
Role Description:
At Oak Street Health, we are building the industry-leading clinical operations and population health platform to support the delivery of high quality care to the Medicare population. As the Product Operations Manager, you will be a leader on the Product Operations team to help Oak Street realize the full potential of the products it’s building. You will oversee the planning and execution of new product rollouts and implementations, while synthesizing ongoing customer feedback from users, stakeholders and support.
The ideal candidate combines experience supporting the use of consumer-grade software products for clinical users with the ability to collaborate cross-functionally. As part of the Product Operations team, you will have the opportunity to think creatively and help build new processes to ensure you are filling the highest value needs of the product organization.
Core Responsibilities:
- Enhance workflows and processes of the Product Operations team: Ensure collaboration/info exchange between Associates and internal/external stakeholders.
- Onboard new team members on product systems and team processes to ensure consistent outcomes.
- Maintain operations processes (SOPs/checklists/etc).
- Product Launch and Training: Execute on standard playbook for Interop Data team, including coordinating launch-related activities, trainings, and full scale rollouts.
- Support and partner with product owners for the planning for Alpha and Beta tests, when needed. Solicit feedback throughout the beta period.
- Develop materials to aid in the launch of new reports.
- Coordinate communications and delivery for launches.
- Customer Feedback Management: Strengthen our processes for ongoing engagement with users on existing products, while coordinating with Product Managers on incorporating user feedback into future roadmaps.
- Ensure processes for communicating product enhancements & bug resolutions to users through release notes and/or other strategies are followed-through by the team.
- Maintain detailed reports on common issues to define opportunities for improvement.
- Coordinate with relevant development teams to handle escalations from the help desk.
- Facilitate Data-Driven Product Insights: Work closely with Product Data Analyst to understand data collection on user interactions with new products and features.
- Support Associates in gaining insights from reports & product tools.
- Help leverage data analytics to identify key insights and drive high-impact initiatives across teams.
- Other Duties as Assigned
What are we looking for?
- BA in Engineering, Business, Marketing or a related field
- 4+ years in customer success, product marketing, or healthcare consulting
- Someone that is highly collaborative, a strong communicator, and effective multi-tasker
- Preferred experience:
- 2+ years healthcare experience
- MA / MBA in any of the above fields
- US work authorization
- Someone who embodies being Oaky
What does being Oaky look like?
- Radiating positive energy
- Assuming good intentions
- Creating an unmatched patient experience
- Driving clinical excellence
- Taking ownership and delivering results
- Being relentlessly determined
Why Oak Street Health?
Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.
Oak Street Health Benefits:
- Mission-focused career impacting change and measurably improving health outcomes for medicare patients
- Paid vacation, sick time, and investment/retirement 401K match options
- Health insurance, vision, and dental benefits
- Opportunities for leadership development and continuing education stipends
- New centers and flexible work environments
- Opportunities for high levels of responsibility and rapid advancement
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.