Manager, Product Help Center

Imagine Pediatrics

23d • $130,000 - $160,000

About The Position

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.
As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:

Requirements

• 6+ years of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience.
• Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers.
• Strong understanding of support technologies and ticketing platforms, such as Jira Service Management
• Excellent communication skills with ability to interact effectively across all organizational levels
• Data-driven approach to decision making with strong analytical capabilities

Nice To Haves

• Experience supporting a website and mobile app are nice-to-have.

Responsibilities

• Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
• Develop and execute a comprehensive support strategy that serves both internal team members and is prepared to serve external customers (patients and caregivers).
• Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.
• Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements
• Partner cross-functionally to identify systemic issues and drive continuous improvement.
• Act as a strong partner to clinical and operational teams by reducing friction and improving response times.
• In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users
• Partner with technology teams to improve and optimize the platforms you’ll support.
• Collaborate with legal, compliance, and security teams as needed

Benefits

• The role offers a base salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable).
• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees