Product Manager, Member Operations

NOCD • Chicago, IL

7d • Hybrid

About The Position

As a Product Manager, Member Operations, you’ll build products that help our 50+ person Member Operations team connect more people to life-changing care. Every day, our Member Advocates speak with hundreds of people looking for help — often during incredibly difficult moments in their lives. We take the responsibility of getting them connected to effective care seriously, and the tools we build for our team are a critical part of making that happen.

You’ll build the products that help our Member Advocates deliver a higher-quality experience more efficiently — from AI-assisted workflows and enablement tools to simpler internal products and better self-service experiences for members. You’ll work across Product, Operations, Engineering, Design, Growth, and Clinical teams to improve the journey from someone expressing interest in therapy to starting care.

This role comes with clear business ownership and measurable impact. You’ll use data, member and team feedback, rapid prototyping, and experimentation to improve conversion, reduce cost per converted call, and help more people successfully begin treatment.

We’re looking for someone who is passionate about people, analytical, and biased toward action. You’re excited to get close to the people using your products, dig into the data, prototype solutions, work directly with engineers, and take initiative in turning ambiguous problems into products that meaningfully improve how people access mental healthcare.

Requirements

• 3+ years of product management experience, ideally building consumer, growth, marketplace, healthcare, fintech, or other transaction-oriented digital products.
• Demonstrated experience driving growth metrics, such as conversion, activation, enrollment, retention, revenue, or another measurable business outcome.
• Strong product analytics skills, with the ability to independently investigate funnels, identify trends, develop hypotheses, and turn data into product decisions.
• Experimentation mindset, with experience designing, launching, and evaluating A/B tests or other structured product experiments.
• Exceptional product judgment, with the ability to identify the underlying problem behind a metric and distinguish meaningful product opportunities from incremental feature requests.
• Customer obsession, with a willingness to regularly talk to users, listen to calls, observe workflows, and deeply understand the experience behind the data.
• Bias toward action, with the ability to move quickly from ambiguous problems to hypotheses, experiments, and shipped products.
• Strong cross-functional leadership, with experience working closely with engineering, design, analytics, marketing, and operations teams.
• Excellent communication skills, with the ability to clearly articulate problems, strategy, tradeoffs, and results to both technical and non-technical stakeholders.
• Comfort operating in ambiguity, particularly within a fast-growing startup where priorities evolve and product managers are expected to take significant ownership.
• High EQ and empathy, particularly when designing experiences for people navigating sensitive, complex, and often difficult moments in their lives.

Nice To Haves

• Strong analytical and technical fluency, including experience with SQL, data analysis, statistical methods, or other tools used to independently investigate product and business problems.
• Hands-on technical experience, such as coding, prototyping, or building with APIs and LLMs, with the ability to effectively collaborate with engineering teams on technical solutions.

Responsibilities

• Lead the product roadmap for how members interested in therapy start, with responsibility for improving the member journey from initial discovery and qualification through enrollment, scheduling, and treatment start.
• Drive measurable funnel improvements from the moment someone expresses interest in therapy by booking a free 15 minute call till they start care with a NOCD Therapist.
• Develop a deep understanding of our members, combining quantitative data with member interviews, call reviews, user research, and feedback from frontline teams to identify the highest-impact problems to solve.
• Build and optimize digital intake experiences, including eligibility and qualification flows, insurance and benefits experiences, account creation, scheduling, onboarding, and other critical steps between interest and treatment.
• Partner with our Operation leaders to understand and advocate workflows, identify operational bottlenecks, and build internal tools and automation that allow teams to serve more members with greater speed and quality.
• Build enablement tools for our 50+ person Member Operations team, helping Member Advocates deliver a high-quality experience more efficiently and connect more people to appropriate care.
• Use AI and automation thoughtfully to simplify member experiences, automate repetitive operational work, improve personalization, and help teams operate more effectively at scale.
• Build a rigorous experimentation engine, developing hypotheses, launching A/B tests and other experiments, measuring results, and rapidly incorporating learnings into the product roadmap.
• Lead growth product analytics, defining KPIs, instrumenting funnels, building dashboards, and using data to understand behavior and prioritize opportunities.
• Partner with Design and Engineering from problem definition through launch, ensuring teams understand both the member problem and the measurable outcome we are trying to achieve.

Benefits

• Comprehensive benefits package, including medical, dental, vision coverage, and 401(k) match
• 11 observed company holidays a year
• PTO based on an accrual system
• Engaging startup environment with an outstanding mission-driven team atmosphere
• Downtown Chicago office with an on-site gym
• 12 weeks of fully paid parental leave for the primary caregiver and 6 weeks of fully paid leave for the secondary caregiver for qualifying full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed