Product Operations Associate

Fortuna Health•New York, NY

3d•Onsite

About The Position

Fortuna Health is redefining the consumer experience for Medicaid, helping millions navigate Medicaid end-to-end from eligibility and enrollment to renewing coverage. As an early operations hire, you will play a critical role in shaping how our service is delivered and how the company scales. You will work directly on solving foundational problems for clients and partners. This role requires working fully in-person 5 days a week out of our NYC office. The main responsibilities include ensuring scalability of processes across numerous states by working closely with Engineering to streamline operations, reviewing and processing high volumes of consumer applications, identifying patterns in user behavior, and providing timely, empathetic, and high-quality consumer support. This role is ideal for someone who wants to move fast and learn faster at a startup, gaining exposure to early-stage company building and influencing product development.

Requirements

0-1 years of experience (internships count, recent graduates welcome to apply)
Strong written and verbal communication skills
Strong attention to detail—you take pride in doing the little things right (especially when nobody’s looking)
Strong analytical and problem-solving mindset. You’ll use numbers to make decisions (Excel/GoogleSheets), but don’t need prior technical experience
Ability to work 5 days per week in-person in NYC

Nice To Haves

Scrappy, high-grit, reliable, resourceful, open-minded, humble, and empathetic
Product Mindset: Fundamentally building a consumer product for the masses, understanding both enterprise clients and end users, and balancing their needs while remaining committed to the core user experience.
Ownership: Ability to take an ambiguous problem and run with it, owning workflows end-to-end without heavy oversight as they mature.
High Velocity: Energetic, detail-oriented, and capable of managing context for multiple clients comfortably, delivering both speed and quality.
Respectful Disagreement: Willingness to openly disagree respectfully and empathetically, being open to different ideas.
Humility: Ability to admit when wrong, low-ego, and able to take failures in stride and grow from them.

Responsibilities

Ensure we can scale volume across numerous states, working closely with Engineering to streamline processes
Review and process high volumes of consumer applications, tracking learnings and patterns for Engineering
Understand nuances / edge cases across state and Medicaid programs
Identify patterns in user behavior across the full product to collaborate with engineering on product features and address bugs
Provide timely, empathetic, and high-quality consumer support
Understand and investigate consumer needs and pain points
Collaborate with engineering to identify opportunities to improve user experience and reduce support needs