Product Operations Lead

The Product Operations Lead at Thyme Care ensures the software supports users effectively from feature launch onward. This role connects product and engineering with the care team through triage, rollout execution, training and documentation accuracy, and ongoing insight gathering, including the use of AI to improve day-to-day efficiency.

Responsibilities

• Develop deep expertise in how the products work by learning all three platforms and the key data assets behind them, delivering introductory demos to new team members across technical and broader company audiences, and serving as a go-to resource for questions about product behavior.
• Act as the first-line triage point for Thyme Box issues by partnering with Quality Engineering, using field reports from the care team to ask clarifying questions, distinguishing between expectation mismatches and actual breakage, and handing off issues for technical investigation with clear documentation.
• Run product rollouts in partnership with PMs and engineering by planning and project managing feature pilots and rollouts with Care Delivery and Enrollment operations, providing first-line support to end users as changes go live, and owning release notes plus cross-functional communications and training materials for upcoming releases.
• Support quality before launch by helping QA new features across engineering and service design pods, and setting up in-product walkthroughs and tooltips for new functionality.
• Maintain training and documentation accuracy by owning the correctness of Thyme Box training documentation and reference materials, partnering with the training team on new hire onboarding and refresher materials for the care team, and reviewing training materials and process changes to recommend streamlining opportunities in the tool.
• Monitor usage and gather user feedback by using tools and data analysis to identify unusual Thyme Box usage patterns and flag them to the appropriate teams, and running regular user satisfaction surveys to produce actionable findings for product teams.
• Keep product teams close to the care team by coordinating regular shadowing sessions so product, engineering, and data science observe user workflows firsthand, and creating documents, videos, and other materials that explain how tech teams work and how the care team can contribute.
• Run the product org’s operating rhythm by maintaining a current product roadmap deck across all pods using inputs from each PM, and owning the product process calendar, including quarterly roadmap planning, vendor renewals, tech debt days, hackathons, and other recurring milestones.
• Use AI to improve efficiency by applying AI tools to drafting documentation, analyzing survey and usage data, and building training materials.

Requirements

• 3+ years in product operations, product support, implementation, training, or a similar role working closely with product and engineering teams on software used by operational teams.
• Healthcare experience, especially in care delivery, digital health, or value-based care.
• Experience bridging end users and technical teams, including triaging issues and writing clear, reproducible bug reports.
• Proven experience planning and running software rollouts, including training, communications, and user support through launch.
• Experience creating training materials, documentation, or user guides that drive successful feature adoption.
• Comfort with data, including the ability to use monitoring or analytics tools, pull together usage data, and explain insights to non-technical audiences.
• Strong project management and organizational skills to handle multiple recurring processes and deadlines.
• Strong written and verbal communication, with the ability to translate between technical and non-technical audiences.
• Practical experience using AI tools in day-to-day work and curiosity about where they can help.
• Experience operating in fast-moving environments where processes were not fully defined yet.

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care
• Base salary: $171,000–$190,000 per year
• The salary range could be lower or higher if hired at another level

Nice to Haves

• Experience with Datadog or similar monitoring and product analytics tools
• Experience configuring in-app guidance (walkthroughs, tooltips) or other no-code product tooling
• Experience with QA or software testing

What Leads to Success

• Operator empathy
• Curiosity and investigative instinct
• Organized and reliable execution
• Clear communication
• Cross-functional connector mindset
• Continuous improvement orientation
• Practical approach to AI

Values

• Act with our members in mind
• Move with purpose
• Seek diverse perspectives

Location and Experience

• Location: Remote
• Minimum experience: 3 years