Product Operations Manager

Thyme Care is a value-based oncology management platform that provides personalized, clinically coordinated care to individuals with cancer. Thyme Care pairs human guidance with software and analytics to engage members with a cancer diagnosis , quickly connect them to the right care, and provide ongoing support through targeted, evidence-based interventions. The company’s unique approach establishes deep provider relationships and integrates with a health plan’s existing infrastructure, coordinating value-driven care that leads to better outcomes, lower costs and an improved member experience. Backed with venture funding from Andreessen Horowitz (a16z), Alley Corp, Frist Cressey Ventures, Casdin Capital and Bessemer, Thyme Care partners with health insurance plans and providers to extend the reach of high-quality cancer care through flexible value-based payment arrangements, including risk-based programs.

YOUR ROLE 

As our Product Operations Manager, you will be primarily responsible for streamlining cross-functional work between Thyme Care’s technical (product, data, engineering, etc.)  and operations teams to drive internal and external user success. This role will work closely with our Member Experience and Operations, including the Care Team, who are on the frontlines serving our members diagnosed with cancer as their advocate and navigator through the continuum of care. In this setting, you’ll partner with stakeholders across the teams to drive inputs for product development, advocate for the end-user experience, enable effective product and feature rollouts, and ultimately contribute to driving product success.

This role reports into our Manager of Quality, Training, Enablement and Product Operations. In this role, you will develop a thorough understanding of Care Team processes and workflows in order to advocate for the user experience. You will be responsible for understanding insights from users, including collecting and triaging product and workflow feedback and partnering with the Quality, Training, and Enablement team as well as other Care Team leadership to identify trends. You’ll synthesize these insights and provide them to the Product team in order to help inform product development and advocate for the best user experience possible. In addition to sharing user insights, this position will play an important part in identifying opportunities to automate and standardize Care Team processes, with an eye on moving away from manual processes and towards processes that are sustainable at scale. This role also has the potential to work closely with Thyme Care external customers as we explore different technology offerings.

This role will be involved in every stage of the Product lifecycle from early design brainstorms to implementation. You’ll provide input to our product managers, designers, and engineers throughout the project, including validating and reviewing changes to Care Team workflows, and you’ll ultimately be responsible for the operational readiness of product features and changes to the Care Team. This includes refining foundational processes for optimal operational planning, including technical escalation processes, advocating for feature build and prioritization based on internal or external user need, creating user guides and documentation, reviewing and QA’ing product changes to ensure readiness for launch, building and facilitating training in partnership with the Training team, and scheduling the feature for launch. In some instances, this will also include monitoring the usage after launch by shadowing users, reviewing member interactions, and continuously collecting and trending feedback to understand adherence as well as opportunities for additional improvement.

After your first three months, you will have:

• Completed training and are up to speed on Thyme Care systems, tools, technology, partners, and the Care Team’s processes and procedures. 
• Developed a thorough understanding of both Product’s and Operations’ existing processes and roadmaps, including near-term priorities and longer-term initiatives, and communicate them cross-functionally. 
• Begun involvement in Product’s design process and assisted with the communication and implementation and enablement of new features and changes to existing features, including QA’ing product changes and ensuring readiness for launch.

On an ongoing basis, you will have:

• Become an invaluable partner to our users by working with Operations, Product, Data, Engineering, and external client teams by identifying, consolidating, and communicating opportunities for improvement and advocating for a better user experience. 
• Effectively prioritize opportunities based on user insights to ensure that the Product team is able to work on the most impactful projects, and that the Care Team has a strong voice in Product conversations.
• Help communicate Product’s roadmap, triage feature requests from internal teams, and aid in defining and communicating prioritization and risk. 
• Identify opportunities to further develop, as well as continuously refine and improve, Product Operation processes. 
• Continued to improve effectiveness and quality of the member experience by means of effective use of technology by member-facing teams. 

WHAT LEADS TO SUCCESS

• A member-first approach. You’re personally motivated by our mission and by what we are building. You seek to understand problems and help people solve them, especially this one. 
• Operational orientation. Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly.
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. You build rapport, trust, and great working relationships with colleagues both within and outside of your team. 
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
• A passion for learning and mastering new technologies. We are a technology company focused on interacting with folks during the season where they need it most. You have experience with video software, Google Suite, Slack, and electronic health records, or you are comfortable with learning new software applications.
• Comfortable with travel. You are able to travel occasionally for on-sites or meetings a few times each year. 
• Bias to action. You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care has adopted a mandatory COVID-19 vaccination policy, requiring all employees to receive a COVID-19 vaccination as a condition of employment, subject only to conflicting laws and approved exemptions based on medical or religious objections. 

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role if filled within New York City is $100,000-$115,000. The salary range could be lower or higher than this if the role is hired in another location. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal opportunity employer.