Director, Product Operations
Our Mission: Make healthcare the gold standard in customer service.
What We Deliver: WELLTM Health is a SaaS digital health leader in patient communications and the 2021 Best in KLAS winner in Patient Outreach. WELL Health’s intelligent communications hub is the only two-way digital health solution engaging patients throughout their entire care experience. WELL Health enables conversations between patients and their providers through secure, multilingual messaging in the patient’s preferred communications channel: texting, email, telephone, and live chat. By unifying and automating disjointed communications, WELL Health helps healthcare organizations drive more patient visits, build exceptional patient loyalty, and reduce staffing costs, frustration and turnover.
Our Impact: WELL Health helps 200k+ healthcare providers facilitate more than 1 billion messages for 30+ million patients annually.
Our award-winning culture: In 2021, WELL Health was named #10 on the Forbes list of America’s Best Startup Employers and was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In LA. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare and ranked #170 on the Inc. 5000 list of fastest growing private companies.
Director, Product Operations
Mission: The mission of the Director, Product Operations is to power the product management team through increased operational rigor, tools and processes. The Product Operations leader will help build a world-class Product Management team by developing robust yet nimble processes, implementing effective tools, along with continual team training and bench development. This role is a highly visible cross-functional role, instrumental in shaping how the product management team works and how we continue to improve. The Product Management team at WELL includes Product Management, Product Marketing, Product Design, and Product Operations.
Outcomes (first 12 months):
- Identify improvements to how the product team operates, designing consistent, robust and nimble processes to help the team work more effectively and more efficiently, thereby improving customer experience and internal handoffs:
- Define “Early Access” customer launch process, including roles and responsibilities across stakeholder teams
- Define relevant product OKRs with process for regularly measuring and reviewing with key stakeholder groups
- Define methodology for considering customer-specific enhancements for approval and roadmap inclusion
- Devise creative ideas to address identified gaps and influence relevant stakeholders to for support in implementing proposed solutions
- Support strategic product initiatives as needed through program management and analysis
- Build operating model for Product Management team
- Facilitate roadmapping sessions, with the goal of producing a regularly published roadmap with ELT and company stakeholders on a quarterly basis; confidence in roadmap 95%+
- Ensure the success of feature launches through a consistent experimentation and rollout strategy
- Derive critical insights by analyzing and connecting data across the business to unlock opportunities for improvement across product, operations and knowledge management
- Agree on right right cadence for teams to provide consistent insight into goals across Product, Design, and Product Marketing
- Develop Market Validation motion for WELL
- Help facilitate bringing the voice of the customer to product development teams by analyzing feedback from a wide range of sources
- Recommend market validation approach for new product and major enhancements based on feedback from customers, cross-functional teams, and market trends
- Partner with Sales, Marketing, Client Services, Finance, and Product/Engineering to execute on key initiatives critical to achieving company goals
- Design Product Council to drive alignment across key stakeholders around product strategy and priorities
- Drive visibility and awareness of the product roadmap, feature launches and recent wins across the organization
- Develop a perspective on, and design for, the team structure needed to support Product Operations, as well as create a bench for the Product organization
- Assist in building and retaining a high-performing, highly engaged team, in which roles and responsibilities are clear
- Iterate on Product Management Training tools for new hires
- Create mechanisms for continued Product Management training covering tools, product discovery techniques and hiring
Competencies:
- Systems Thinking. Sees a system among disparate parts in order to balance finding simple solutions to the complex problems at hand, while working towards long term holistic solutions.
- Creativity and Innovation. Generates new and innovative approaches to identifying problems in the market, that by solving, best execute the business strategy.
- Communication & Presentation Skills. Speaks and writes clearly, concisely and articulately. Effective presentation skills in a variety of settings (formal / informal) and audiences (small and large groups). Can change tactics midstream when something isn’t working.
- Analytical Skills. Able to structure and process quantitative and qualitative data, draw insightful conclusions and tell a compelling story. Exhibits a probing mind and achieves penetrating insights.
- Simpler-is-Better Mindset. Demonstrates the thought, discipline and inclination towards simple versus complex solutions. Able to distill complex concepts into simple ideas.
- Listening to Customers. Elevates the customer experience in all decision making.
- Flexibility. Adjusts quickly to changing priorities and conditions. Copes effectively with ambiguity, complexity, and change.
- Persistence. Demonstrates tenacity and willingness to go the distance.
- Financial Literacy. Comfortable reading and using financial statements and building financial models and business cases.
- Persuasion. Able to convince others to pursue a course of action.
- Teamwork. Able to put ego aside and work collaboratively towards common goal.
- Curiosity. Continuously looking to learn and enable others to do so also
LOCATION
WELL™ is headquartered in Santa Barbara, CA, with offices in Boston, MA and Los Angeles, CA. For this role, we are open to candidates that are already based in the US and seeking a permanently remote position. Travel will be involved for company/team meetings twice per month for a week. #LI-Remote
WORKING AT WELL
- Fantastic company culture – frequent Zoom company events (Lunch & Learns, trivia, yoga, etc.) and daily fun brought to you by many creative Slack channels.
- Employee equity groups – 11 groups available for all to join. Black & Latinx, Women, LGBTQ+, Disability, and many more!
- Learning and development – frequent events and tools available to help our employees #PursueGrowth.
- Career mobility – we promote from within and have opportunities for employees to transfer between teams.
- Santa Barbara office perks – dog-friendly office, healthy (and unhealthy) snacks, Kombucha and beer on tap, light-filled space, standing desks, and the occasional taco truck.
- Company perks and benefits – MacBook Pro provided, unlimited PTO, generous equity package and full health benefits (medical, dental, and vision).
Interested in learning more? Please visit our LinkedIn page or our Life at WELL Instagram (@wellhealthinc). To hear firsthand what it’s like to work at WELL™, please view this team video.
Committed to Diversity, Equity, and Inclusion
WELL ™ Health is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at WELL are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL™ is committed to providing employees with a work environment free of discrimination and harassment; WELL will not tolerate discrimination or harassment of any kind.