Senior Product Operations Manager

Primary Duties And Responsibilities

• Project Management & Launch Readiness
• Serve as accountable party for tracking and driving all productization workstreams required for product launches (new products, major features, or capability releases) across internal hub, pharmacy, and external hub product lines.
• Define and maintain pre-launch checklists for product releases, ensuring all cross-functional deliverables (operations, technology, compliance, marketing, documentation) are complete and approved prior to a product's go-to-market date.
• Partner with Product and Operations teams to plan and sequence product launch activities, milestones, and dependencies — prior to initiating internal and external communication.
• Proactively identify and escalate risks, blockers, and gaps in product launch readiness; facilitate resolution with appropriate stakeholders.
• Participate in Quarterly Product Business Reviews, providing updates on product launch readiness, product operations status, and key initiatives.
• Publish regular status updates and product launch readiness reports to stakeholders, including the SVP, Product.
• Product Operations
• Cook with the marketing team on collateral, messaging, and campaign execution related to product launches and updates.
• Contribute to internal product documentation including operational playbooks, workflow guides, and standard operating procedures, working alongside other teams such as training where applicable.
• Create and maintain patient journey maps that reflect standard product workflows across all supported product lines (provider, pharmacy, and external hub), ensuring maps are updated as products evolve.
• Partner with Product Management and Operations teams to validate patient journey maps against standard product workflows and identify experience gaps or improvement opportunities at the product level.
• Organize and maintain a centralized repository for all product operations assets, ensuring accessibility and version control.
• Build reusable templates and standardized documentation frameworks to scale product operations capabilities across product lines.

Experience And Educational Requirements

• Minimum of five (5) years of experience in product operations, project management, or a related role; experience in healthcare, pharmaceutical, or hub services industries strongly preferred.
• Demonstrated experience managing cross-functional projects and driving deliverables to completion in a fast-paced environment.
• Experience creating and maintaining product or operational documentation for both internal and external audiences.
• Experience developing patient journey maps or similar workflow/process documentation preferred.
• Bachelor’s degree in business, healthcare administration, communications, or a related field, or equivalent combination of experience and education.
• PMP, CSM, or equivalent project management certification preferred.

Minimum Skills, Knowledge And Ability Requirements

• Strong project management skills with the ability to manage multiple concurrent workstreams, adjust priorities, and meet deadlines in a dynamic environment.
• Excellent written and verbal communication skills, including the ability to create clear, concise documentation for varied audiences.
• Experience with patient journey mapping, workflow design, or operational process documentation.
• Ability to navigate a matrixed organization and collaborate effectively across product, operations, technology, compliance, and marketing teams.
• Strong organizational skills with an eye for detail; ability to maintain accuracy across high volumes of documentation and project artifacts.
• Analytical aptitude with the ability to identify process gaps and recommend improvements.
• Proficiency with project management tools (e.g., Smartsheet, Jira, Lucid) and documentation platforms.
• Familiarity with CRM or marketing automation platforms (e.g., HubSpot, Salesforce) a plus.
• Knowledge of hub services, specialty pharmacy, patient support programs, or reimbursement services preferred.
• Self-directed and results-oriented; comfortable working with limited information and ambiguity in a high-growth environment.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

Schedule

• Must be flexible on schedule and hours.
• Some travel may be required.