Program Manager, Product
ABOUT WELL HEALTH
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. Additionally, WELL Health is proud to recently be named #484 on the Inc. 5000 list of fastest growing private companies, and #133 on Deloitte’s 2021 Technology Fast 500. In 2020, WELL Health was named among the Best Places to Work by Modern Healthcare.
Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.
SUMMARY
The mission of the Program Manager, Product Operations is to power the product management team by designing & managing programs geared towards increasing operational rigor and implementing tools and processes. This role is a highly visible cross-functional role, instrumental in executing on strategic initiatives to help shape a fast-growing organization. The Product Management team at WELL includes Product Management, Product Marketing, Product Design, and Product Operations.
RESPONSIBILITIES
- In partnership with Product Leadership, identify & design programs and processes to execute on initiatives geared towards improving how the product team operates, to help the team work more effectively and more efficiently, thereby improving customer experience and internal handoffs:
- Manage a program to implement and iterate on an “Early Access” customer launch process, including roles and responsibilities across stakeholder teams
- Manage and iterate on processes for regularly measuring success and communicating with key stakeholder groups, specifically our quarterly and annual OKRs
- Organize and document Product tools and best practices to then investigate and iterate on over time
- Devise and recommend creative ideas to address identified gaps and influence relevant stakeholders to support in implementing proposed solutions
- Support strategic product initiatives as needed through program management and analysis
- Collaborate cross-functionally to drive programs and initiatives forward
- Create communication channels, feedback loops and alignment on roles and responsibilities within Product and between product and key stakeholders, with the goal of facilitating alignment and quick decision making
- Utilize communication channels and incorporate them into programs and operating cadence as appropriate
- Design & manage processes and tools related to developing a world-class Product Organization
- Enable Product leaders to manage and improve on Interview & Onboarding Processes
- Iterate on Product Management Training tools for new hires
REQUIREMENTS
- 3+ years of previous product management experience of a SaaS product
- 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.
- Curiosity. Continuously looking to learn and enable others to do so also
- Creativity and Innovation. Generates new and innovative approaches to identifying problems in the market, that by solving, best execute the business strategy.
- Activator. Moves easily from strategy to execution and can turn decisions into action plans.
- 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.
- Teamwork. Able to put ego aside and work collaboratively towards a common goal.
BONUS
- Program Management experience in a fast-paced and/or start up environment
- Experience collecting and analyzing qualitative and quantitative data
LOCATION
WELL Health is headquartered in Santa Barbara, CA. For this role, we are looking for candidates that are currently located within the United States and are seeking a permanently remote role. #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 from our employees about working at WELL.
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 Health 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.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. WELL Health is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. WELL Health is committed to providing employees with a work environment free of discrimination and harassment; WELL Health will not tolerate discrimination or harassment of any kind.
Candidates should be aware that WELL Health currently maintains a policy requiring all employees (Resident, Mobile and Remote) to be fully vaccinated. New employees should be fully vaccinated by their start date. WELL Health is an equal opportunity employer, and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.
