Product Operations Manager

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.

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.
• Design the process around each feature so customers and internal teams know how to use it.

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.

Qualifications

• 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.