Product Operations Manager

WE'RE LUMA HEALTH.

Needing healthcare can be hard — getting care shouldn’t be.

We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it.

So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end.

The Role: 

This role is responsible for driving operational excellence and ensuring organizational readiness for new product rollouts. You will act as the central point of coordination between Product, Customer Success, Delivery, Sales, Marketing, Partnerships, and Engineering teams to align communication, processes, and strategy around product development, launches, and ongoing improvements.

What YOU will do at Luma Health:

• Drive operational excellence, and readiness for new product rollouts to ensure users and internal teams know about changes/new functionality in the product 
• Work with Product, Customer Success, Delivery, Sales, Marketing, Partnerships and Engineering teams to create alignment, and improve communication and processes around product development, launch, and iteration
• Maintain and update external and internal facing product roadmaps
• Identify and surface trends from company data (zendesk tickets, clickup, product usage, etc.)
  • Build, maintain, and monitor reports, dashboards, and metrics to evaluate opportunities for improvement or risks.
  • Evangelize with appropriate leadership teams and stakeholders
• Consult with the Product Knowledge team (documentation & training) for the content creation process across the product teams as well as surfacing updates around any changes or launches
• Coordinate roadmap rituals and own maintaining roadmap assets with the product teams
• Collaborate closely with product and design teams to ensure operational team processes are factored into new product development plans and designs, and to integrate solutions to identify user experience issues in upcoming versions
  • Identify opportunities to improve product quality & user experience
• Create and maintain processes for the product team, and between the product team and stakeholders. (i.e. intaking and triaging enhancement requests, and tracking resolution.)
• Build frameworks and establish communication rituals to align the product team and ensure organizational awareness.
  • Facilitate quarterly rituals to update Product Roadmap
• Own in-product guide’s, tours and product badges
• Work with HR, IT and the Product Knowledge team to ensure holistic everboarding at Luma Health for teams that work cross functionally with Product and/or Engineering (including Product,  Engineering, Design, Customer Success, Marketing, etc.).

• BA/BS Degree required
• 4+ years of experience in one or more of the following areas: Product Management, Product Operations
•  Experience in gathering business insights and identifying trends from data
• Ability to use data to inform and support critical decisions
• SQL skills highly preferred
• Demonstrated ability to manage organizational change, including stakeholder communication, enablement, and feedback loops to drive adoption of new tools or processes.
• Excellent communication, the ability to engage internal and external customers.
• Strategic alignment, able to bring key partners across functions together
• Ability to foster collaboration and facilitate teamwork.
• Experience with cross functional collaboration and negotiation 
• Experience evaluating, selecting, and implementing tools (e.g., JIRA, ClickUp, Amplitude, LaunchDarkly) for scaling teams and processes.
• Demonstrated ability to create scalable documentation and onboarding programs for internal teams.
• Exhibit an entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary) 
• Thrive in and have past experience working in fast paced environments
• Experience managing up, laterally, and down
• Comfortable presenting to executive audiences and translating complexity into clarity.

• Background in B2B applications 
• Advanced degree (Masters)
• Experience building from scratch, navigating ambiguity and changing priorities, and executing independently.
• Obsessed with process improvement
• Background in healthcare is a strong plus
• Know how to adjust your communication style based upon your audience

• Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs.
• Work Life Balance
• Flexible Time Off
• Wellness Programs
• Discounted Perks
• 401(k) and Company Equity

Pay Transparency Notice: Depending on your work location and experience, the target annual salary for this position can range as detailed below. Full time offers from Luma also include stock options + benefits (including medical, dental, and vision.)

Base Pay Range: $80,000-$110,000 USD

Don’t meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace so if you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here.

Come join us if you want to make a difference in health care.

Note: we have been made aware of individuals fraudulently claiming to represent Luma Health recruiting. Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to [email protected].