Product Operations Associate

Birches Health; New York (NY); Sur place; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Above-market equity

Benefits

Résumé du poste

Birches Health is seeking a Product Operations professional to own execution across client portals, EHR configuration, and provider workflows. You will write actionable engineering tickets, configure Healthie content, and manage launch plans with clear communication to stakeholders.

The role emphasizes QA, documentation, and a strong feedback loop with engineering, clinical leadership, operations, and client engagement to align product and users.

Qualifications

• Three to six years in product operations, project coordination, implementation, or digital product owner role.
• Customer-facing or support background with user-centric mindset.
• Experience writing tickets/requirements for engineers in a Kanban process.
• QA or UAT experience: test scenarios and document results.
• Experience configuring and administering software platforms (EHR, CRM, LMS, etc.).
• Fluency with work-tracking tools (Linear, Jira, Asana, Tability).
• Clear written communication with minimal follow-up questions.
• Experience coordinating across teams/vendors without direct authority.
• Proven track record creating a process where none existed.

Responsabilités

• Write engineering tickets with clear user stories and acceptance criteria.
• Configure Healthie content and workflows and review changes before go-live.
• Track requests from triage to delivery and update requesters.
• Perform QA/UAT against configurations and releases.
• Execute launch plans with task assignment and sign-offs.
• Draft release notes and change management materials for stakeholders.
• Maintain weekly project status updates and roadmap items in Linear.
• Collect and triage stakeholder feedback and summarize patterns for the product manager.
• Pull usage and data quality metrics from Metabase and PostHog as needed.

Connaissances

Customer-facing experience

Kanban process

QA/UAT

Cross-team coordination

Documentation

Outils

Linear

Jira

Asana

Tability

Metabase

Description du poste

About the Role

Care Delivery Product owns the systems clients and providers use every day at Birches: the Client Portal, our EHR, AI & clinical documentation and measures, provider workflows, and the integrations and reporting that connect them. You will be the person who makes sure what we decide to build gets specified, configured, tested, launched, and communicated well.

This is an execution role with real ownership. You will write the tickets engineering builds from, configure and QA changes in the EHR and our Client Portal, run launch plans, keep the org informed of our project statuses & timelines, and build the feedback loop that tells us what to do next. You will work directly with engineering, clinical leadership, clinical operations, and client engagement, and you will be the front line for triaging & organizing work.

This role fits someone who has spent time in a client-facing or support role, moved into operations or project coordination, and wants to keep going. You know what it looks like when a product and the people using it are out of sync, and you have fixed it by building the process that was missing. You treat QA and documentation as part of the work, not something that gets done when there is time.

What You’ll Own

• Write engineering tickets with clear user stories and acceptance criteria, resolve open questions with the relevant team(s) before refinement, and refine tickets with engineering
• Configure Healthie content and workflows, including note templates, measure forms, and appointment and scheduling settings, and take each change through review before it goes live
• Track enhancement and fix requests from triage through delivery, and keep requesters informed on status
• Perform and document QA and UAT against configuration changes and engineering releases
• Execute launch plans: assign and track tasks, chase sign-offs, and keep the launch on its date
• Draft release notes and change management materials for providers, Client Success Specialists, and internal teams, and coordinate how and when they go out
• Maintain project status updates and roadmap items in Linear on a weekly cadence
• Collect, organize, and triage stakeholder and user feedback on a regular cadence, and bring patterns back to the product manager with a recommendation
• Pull usage and data quality numbers from Metabase and PostHog as needed

What We’re Looking For

• Three to six years of experience, with at least one in a product operations, project coordination, implementation, or digital product owner role
• A background that includes customer-facing or support work, and the habit of asking what the user actually needed when a process breaks
• Experience writing tickets or requirements that engineers built from, and refining them in a Kanban process
• QA or UAT experience: testing against defined scenarios, catching defects before release, and documenting results
• Experience configuring and administering at least one software platform (EHR, CRM, LMS, support desk, or similar)
• Fluency in work-tracking tools (Linear, Jira, Asana, Tability)
• Clear written communication: status updates, release notes, and tickets that do not require numerous follow‑up questions
• Experience coordinating across teams and vendors without direct authority
• At least one example of building a process where none existed and making it the standard

Nice to Have

• Experience in behavioral health, healthcare, or another regulated industry where configuration changes carry compliance weight
• Familiarity with Healthie or another EHR
• Basic SQL, or experience building dashboards in Metabase, Sigma, Tableau, or similar
• Exposure to webhooks, APIs, or third‑party integrations
• CAPM, PSPO, PMP, or similar certification

Compensation: $70,000 - $100,000 annually including above-market equity and benefits.

Compensation is determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.