Product Operations Manager

Develop Health•Menlo Park, CA

2d•$150,000 - $190,000•Hybrid

About The Position

Develop Health is on a mission to use AI to radically accelerate access to life-saving medications. By automating complex, manual healthcare processes—like benefit verification and prior authorization—we’ve achieved 10x revenue growth over the past year, growing from $0 to >$10M in annual recurring revenue in less than 2 years, and currently help more than 400,000 new patients every month. We’re partnering with some of the largest pharmacy benefit managers and payers in the nation, revolutionizing how healthcare interactions occur by eliminating human delays and inefficiencies. Our small, elite team of founders and engineers have previously launched and exited successful healthcare startups including Rupa Health and Canvas Medical. We are now scaling rapidly following a major funding round. About the Role We're hiring a Product Operations Manager to own the customer journey from go-live through renewal, help shape new features, and build the operational systems around our AI platform. Reporting to the Head of Pharmacy Operations and PBM Relations, you'll sit at the intersection of our customers, operations team, product team, and AI engineers. You'll translate customer problems into product capabilities and processes that work in practice. This is a deeply customer-facing role. You'll spend roughly half your time talking with customers, learning how they work, checking core product metrics, resolving issues, and making sure they're getting value from Develop Health. You'll be their strategic point of contact and the person accountable for whether they are successful with the platform. You'll spend the other half improving how that work gets done and helping determine what the product should do next. You'll get into the details of customer workflows, turn customer needs into clear feature requirements, and work with product and engineering to fit new capabilities into the workflows customers already use. You'll also design the process around each feature so customers and internal teams know how to use it. We want to approach that work AI-first. You might build an agent that investigates a drop in approval rates, automate account preparation and follow-up, or create a reusable AI skill for a common operational workflow. You'll decide what AI can handle, where human judgment matters, and how the two should work together. This role is based in our Menlo Park office at least three days per week.

Requirements

3–7+ years of professional experience, including at least two years in product operations and meaningful experience working directly with customers.
A track record of building operational processes around a technical product and bringing new features into customer workflows, from understanding the problem through designing the process, documenting it, and making it work consistently.
Strong product depth. You can learn a complex product well enough to configure it, demonstrate it, troubleshoot issues, and identify where the product or surrounding process needs to improve.
Exceptional attention to detail, strong analytical skills, and clear communication. You can investigate operational problems, turn ambiguity into a concrete plan, and align customer, product, engineering, and operations stakeholders around it.
An AI-first working style and a high degree of ownership. You experiment with new tools, automate repetitive work, and apply sound judgment about where AI, software, or a well-designed human process is the right solution.
How Develop Health's AI platform handles benefit verification and prior authorization end to end, including payer-specific rules, formulary logic, and automation workflows.
The payer and PBM landscape our customers operate in, how their rules differ, and where the most common operational problems occur.
How to evaluate customer problems for AI automation and define the behavior, safeguards, human review, and success criteria a solution needs.
How to use our data and reporting to drive proactive outreach, compelling quarterly business reviews, and better customer outcomes.

Nice To Haves

Experience at a high-growth health-tech startup where you helped build customer success or operations processes from scratch.
Exposure to PBM operations, formulary management, benefit verification, or prior authorization.
Experience in a technical customer success, solutions, implementation, or product operations role.
Experience building AI agents, automated workflows, internal tools, or reusable skills.

Responsibilities

Use AI and agentic tools to automate recurring work and prototype new solutions. Partner with our AI engineers to turn the strongest ideas into reliable systems. Once a solution is in use, monitor its results, document exceptions, and improve the human review and escalation process around it.
Own a portfolio of customer accounts through implementation and beyond. Build strong relationships, lead regular check-ins, respond quickly to escalations, and keep customers informed when issues could affect patient care.
Get hands-on with the platform and customer workflows. Configure customer setups, troubleshoot issues, and guide pharmacists, nurses, and care teams toward effective usage. Use what you learn to help define new features, map how they fit into existing workflows, and guide teams through rollout and adoption.
Analyze approval rates, turnaround times, submission volumes, rejection patterns, and product usage. Investigate changes in the data and turn what you find into action plans customers and internal teams can execute.
Build the operational foundations for customer and product operations, including account health scoring, playbooks, escalation guides, quality checks, and repeatable processes. Serve as a frontline source of truth for product and engineering by surfacing recurring customer problems, turning them into clear requirements, and helping prioritize the fixes that matter most.
Own the AI-enabled systems that help the team identify account risk, investigate operational problems, prepare customer updates, and follow through consistently, along with the human workflows needed to use those systems effectively.
Own the customer journey from go-live through steady-state and renewal, including the playbooks that make it repeatable across accounts and market segments.
Own customer health and retention. Identify at-risk accounts early, lead interventions, deepen product usage, and support expansion into new workflows and products.
Own the rhythm of account reviews, quarterly business reviews, planning, and reporting that keeps customers and internal teams aligned on performance, clinical impact, and next steps.
Own the path from customer need to working product capability. Identify patterns in customer pain, define requirements with product and engineering, design how features fit into customer workflows, and close the loop through rollout, adoption, and iteration.