Director Product Operations

Own and evolve Surescripts’ Product Development Lifecycle (PDLC) to improve product and technology execution across the organization, including practical AI integration.

Responsibilities

• Define, implement, and continuously improve Surescripts’ Product Development Lifecycle (PDLC) using current best practices, organizational needs, and evolving AI use in product development.
• Set up PDLC governance including roles, decision rights, stage gates, and handoffs between Product Innovation, Software Engineering, and Product Quality and Delivery.
• Promote a process-as-product approach by iterating with stakeholder feedback and measurable improvement.
• Align PDLC practices to enterprise strategy so product and technology processes support Surescripts’ growth objectives and market commitments.
• Partner with Strategy to translate new initiatives into the build phase via a structured intake process with clear investment rationale, resource alignment, and prioritization inside the PDLC.
• Enable investment planning by providing process frameworks and data for leadership decisions on product and engineering resource allocation.
• Build and maintain trust-based relationships across Product Innovation, Software Engineering, Product Quality and Delivery, Strategy, and shared services to drive cross-functional alignment on PDLC decisions.
• Lead AI integration into the PDLC, building on the existing foundation and accelerating adoption across the Product Team.
• Identify and implement AI-enabled workflows to improve product discovery, requirements definition, prioritization, and validation throughout the lifecycle.
• Act as a catalyst for AI adoption within Product Innovation by helping product managers and leaders develop fluency and incorporate AI into daily practices.
• Stay current on emerging AI capabilities and assess practical, results-oriented applicability to product operations.
• Define and run a comprehensive framework of process health metrics and KPIs to surface PDLC performance, bottlenecks, and improvement opportunities.
• Create executive-ready dashboards and insights to quantify operational performance and inform leadership decisions.
• Monitor PDLC adherence and effectiveness across teams, flagging where processes are not followed or where friction is created.
• Establish feedback loops with Product Innovation and Engineering leadership so metrics drive actionable improvement.
• Provide strategic oversight of lifecycle tooling (including Jira/Confluence and SharePoint) so tools support the PDLC and enable cross-team transparency.
• Drive tool integration and data standards to reduce manual work and improve the accuracy of process health metrics.
• Evaluate and recommend new tools and technologies, including AI-powered platforms and custom tools built using AI software development.
• Build and lead a focused product operations function, beginning with an analyst role and scaling as organizational needs evolve.
• Coach, develop, and recognize direct reports to reinforce continuous improvement and operational excellence.
• Set development priorities and performance standards aligned to the product operations function’s strategic objectives.

Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years of progressive experience in product operations, product management, program management, or related fields in technology-driven organizations.
• 5+ years of experience working directly with senior leadership (VP+) across multiple functions, with a history of influencing without authority.
• 3+ years of experience leading teams or managing cross-functional program delivery.
• Experience defining and implementing product development lifecycle frameworks or equivalent operational governance models.
• Strong AI fluency with hands-on experience integrating AI tools and practices into product or operational workflows.
• Proven ability to build trust-based relationships and deliver results across multiple functions with competing priorities.
• Exceptional communication and interpersonal skills, including the ability to translate complex process concepts into clear, actionable guidance.

Technologies

• Jira
• Confluence
• SharePoint

Benefits

• Comprehensive healthcare, including infertility coverage
• Generous paid time off, including paid childbirth and parental leave and mental health days
• Pet insurance
• 401(k) with company match and immediate vesting

Preferred Qualifications

• Experience in healthcare, health IT, e-health, or related regulated industries
• Experience driving AI adoption within product management or product operations teams
• Experience with change management methodologies and organizational transformation initiatives
• Familiarity with lifecycle management tooling (Jira/Confluence or similar)
• In-depth knowledge of Surescripts products, services, and operating environment
• Advanced degree in business, technology, or a related field

Location and Work Model

• United States (hybrid)
• Flexible hybrid work model for most positions: work virtually while using offices as collaboration centers
• With leadership alignment, come and go from the office as needed

Physical and Mental Requirements

• May require attending meetings in and out of the office, traveling, communicating effectively (orally and in writing), and using computers and standard office equipment with or without reasonable accommodation
• Requires judgement, ability to withstand moderate stress, and attention to detail with or without reasonable accommodation

Additional Eligibility Information

• Applicants must have valid U.S. work authorization allowing work without restrictions
• Unable to provide support or sponsorship for immigration benefits such as work visas
• Does not participate in academic training programs or work-study programs requiring employer endorsement of F-1/CPT or F-1/STEM