Sr. Manager, Program Operations at GoodRx

| Santa Monica
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At GoodRx, we believe that all Americans should have access to convenient and affordable healthcare. As a nation, we spend about $3.5 trillion annually on our healthcare, but too many Americans struggle to get the care they need, and prices just keep rising. Our marketplaces for prescription medicines and telehealth have helped Americans save $20 billion since 2011. GoodRx is a profitable business funded by top-tier investors; we're based in Santa Monica with additional offices around the country. We're a low-key and tight-knit group that likes to find new ways to fix big problems. If you share our belief that you can do well by doing good, let's talk.
About the Role
GoodRx is looking for a Senior Manager, Program Operations to deliver high impact within one of the nation’s leading healthcare startups. In this role, you will interface with our product teams, partners and support team to ensure that GoodRx users receive top quality customer care. You will develop a close understanding of the product in order to identify support program requirements while overseeing the implementation of new support channels, specialized teams and more. 
 
You will work closely with our support team to optimize content delivery to our frontlines across product lines and campaigns. Additionally, you will leverage data and feedback from customers to continuously innovate and drive operational improvement. We are looking for a strong leader, communicator and problem-solver with a passion for customer support who thrives in a fast-paced environment. 

Responsibilities:

  • Set the strategy for new customer support programs, including communication channel, team structure, tooling needs and data collection processes
  • Work with our product team to prioritize necessary features, build consensus, and coordinate with the support team to deliver high-quality experiences to customers
  • Become a subject matter expert for new features and product lines and the primary point of contact for our product team during planning and implementation
  • Establish clear channels of communication with a cross-functional team to determine tooling needs and requirements
  • Interface with external partners, lead conversations and oversee multiple projects
  • Coordinate with external partners and internal teams to create solutions to cross-functional problems; including processes, product changes, internal tool adjustments or staffing requirements
  • Review contracts, agreements and project plans to ensure the inclusion of customer support operation needs
  • Oversee a small team of content coordinators to ensure the efficient creation and delivery of training materials and internal knowledgebase 
  • Optimize customer facing and internal content delivery across products and platforms
  • Streamline customer data collection and presentation to provide detailed customer insights to internal cross-functional teams
  • Oversee a team of data coordinators to improve support data collection processes, tooling infrastructure and cross-departmental presentation
  • Stay up to date with industry trends and best practices related to customer support
  • Be consistently excited about providing world-class support to thousands of customers every month

Skills & Qualifications:

  • 5+ years of program / project management experience
  • 5+ years of experience working for a technology, SaaS or internet-based company
  • Strong leadership, problem-solving and decision making abilities
  • Excellent communication skills, organizational and analytical skills
  • Experience working across cross-functional teams including customer support, business intelligence, product and external partners
  • Ability to demonstrate flexible and creative thinking as it relates to a company like GoodRx and the service it provides
  • Passionate about solving complex issues to deliver an exceptional customer experience
  • Strong use of analytics, customer research and business cases to drive decisions and improve customer experiences
  • Experience working for a startup a plus
  • Experience working in the healthcare industry is a plus

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $20 billion using GoodRx and 15 million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • PyramidFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

Our office is located by the 3rd Street promenade in Santa Monica with direct beach views. Onsite parking provide.

An Insider's view of GoodRx

How would you describe the company’s work-life balance?

GoodRx hires team members we can trust and empower. With thoughtful hiring, we have assembled a team that is inherently self-motivated, driven and doesn't require (or want) micromanagement.

Reena Scoblionko

Vice President of People

What’s the vibe like in the office?

GoodRx provides an awesome laidback culture and happy and energetic office vibe. We believe in working hard and playing harder. The company offers Happy Hour once a week, catered lunches three days a week, an awesome ocean-front office location and events to celebrate small wins - all which make GoodRx a unique place to work.

Priyanka Halder

Senior QA Manager

What are GoodRx Perks + Benefits

GoodRx Benefits Overview

- Medical, vision, dental, STD, LTD and AD&D to all full-time employees
- The company offers one (great) PPO Medical plan at NO COST to employees AND dependents
- 4% 401k match
- Meaningful stock options
- Discretionary leave
- Classpass Membership
- Onsite Parking
- Dog friendly office

Culture
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
- Medical & Dependent Care FSA available (offered through Navia) $2,700 pre-tax per calendar year $5,000 pre-tax per calendar year
Disability Insurance
Covered @ 100%
Dental Benefits
Offered through Anthem Employees covered @ 100% Dependents covered @ 50%
Vision Benefits
Offered through Anthem Employees and Dependents covered @ 50% Monthly costs range from $3.24 (self) - $9.87 (family)
Health Insurance Benefits
Offered through Anthem Anthem Blue Cross Classic 500 PPO - employees AND dependents covered @ 100% Anthem Classic 250 PPO - monthly cost ranges from $60 (self) - $187 (family)
Life Insurance
STD, LTD, LIfe & AD&D - ALL covered @ 100%
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
4% 401k match - no vesting period
Company Equity
Stock Options available to full-time employees
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
And Cold Brew and Kombucha!
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Catered lunches on Tuesdays, Wednesdays & Thursdays Bagel Fridays Snacks and Drinks that put the freshman 15 to shame!
Game Room
Stocked Kitchen
Happy Hours
Weekly Thursday Happy Hours
Parking
Company paid parking onsite or $100/mo parking waiver
Pet Friendly
Your pets can work alongside David Bowie (dog)
Recreational Clubs
We offer a variety of clubs like our dodgeball league, monthly book club, hiking club, and more
Relocation Assistance
Fitness Subsidies
- ClassPass Membership
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Working at GoodRx means you can take pride in knowing that your work has a direct and meaningful impact on our users day to day lives. We are disrupting the healthcare space by making prescription drugs accessible and affordable to Americans.

Aside from a great office environment and "perks", the real benefit is working alongside an empowering leadership team, wickedly smart colleagues all while providing a service that helps its customers.

Social Good + Successful Business Model + Great Colleagues = GoodRx

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