Product Operations Lead

Thyme Care•Remote, United States

1d•$171,000 - $190,000

About The Position

Thyme Care is seeking a Product Operations Lead to ensure the software they build functions effectively for its users, both at launch and ongoing. The company utilizes three software platforms, with Thyme Box being the primary care management platform for nurses, social workers, care partners, nurse practitioners, and medical directors. The Product Operations Lead will act as a liaison between product and engineering teams and the care team, understanding practical product usage, identifying issues early, and facilitating smooth changes. This role involves a broad range of responsibilities including first-line user support, rollout planning, training and documentation management, usage monitoring, and contributing to the product organization's operational rhythm. Many of these processes are currently informal and offer an opportunity for formalization and improvement. The role requires close collaboration with product managers, engineering, quality engineering, data science, service design, the training team, and Care Delivery and Enrollment operations.

Requirements

3+ years in product operations, product support, implementation, training, or a similar role working closely with product and engineering teams on software used by operational teams.
Healthcare experience, especially in care delivery, digital health, or value-based care.
Experience acting as the bridge between end users and technical teams, including triaging issues and writing clear, reproducible bug reports.
Track record of planning and running software rollouts, including training, communications, and user support through launch.
Experience creating training materials, documentation, or user guides that drive successful feature adoption.
Comfort working with data: ability to use monitoring or analytics tools, pull usage data, and explain findings to non-technical audiences.
Strong project management and organizational skills, with the ability to manage multiple recurring processes and deadlines.
Strong written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
Practical experience using AI tools in day-to-day work.
Experience operating in fast-moving environments where processes weren't fully defined yet.

Nice To Haves

Experience with Datadog or similar monitoring and product analytics tools.
Experience configuring in-app guidance (walkthroughs, tooltips) or other no-code product tooling.
Experience with QA or software testing.

Responsibilities

Become the expert on how Thyme Care's products work, including all three platforms and their data assets.
Provide introductory product demos to new team members.
Serve as a go-to resource for understanding product functionality.
Act as first-line triage for Thyme Box issues, partnering with Quality Engineering on bug triage.
Field reports from the care team and ask clarifying questions to distinguish user expectation differences from actual defects.
Hand off well-documented issues for technical investigation.
Run product rollouts by planning and project managing feature pilots and rollouts with Care Delivery and Enrollment operations.
Provide first-line support to end users during feature launches.
Own release notes and cross-functional communications for upcoming releases.
Assist with training and documentation accuracy, owning the accuracy of Thyme Box training documentation and reference materials.
Partner with the training team on new hire onboarding and refresher materials.
Review other training materials and process changes for their interaction with Thyme Box.
Monitor Thyme Box usage and user feedback using tools and data analysis to identify unusual patterns and flag them to relevant teams.
Run regular user satisfaction surveys and translate results into actionable findings for product teams.
Coordinate regular shadowing sessions for product, engineering, and data science teams to observe users' work.
Create materials to explain to the care team how tech teams operate and how they can contribute.
Maintain a current product roadmap deck by gathering input from Product Managers.
Own the product process calendar, including quarterly roadmap planning, vendor renewals, tech debt days, and hackathons.
Apply AI tools to drafting documentation, analyzing data, and building training materials.