Clinical Operations

Product Operations Manager

New York   |   Full Time

About the Company

Tembo Health is a telemedicine platform that pushes technological innovation and leverages operational excellence to improve health outcomes for seniors. We partner with senior communities to provide their patients with medical services to manage chronic conditions, extend life expectancy and even avoid the emergency room.


We're venture backed, with funding from big tech investors like Bloomberg Beta, B Capital, Resolute, AARP and led by a cadre of entrepreneurs who have built and scaled unicorn tech companies (e.g., Flatiron, Oscar, Imagen). Our team includes startup veterans, physicians, and more. We're here to make a big, meaningful impact on healthcare and have fun while we're at it. We're looking for smart, mission-driven, goal-oriented team members who are creative problem solvers and big dreamers. If that sounds like you, let's talk!

Our Values and Culture

At Tembo, we're on a big mission: improve health outcomes for seniors. To make this mission a reality, we value several things in how we work:

  • Patients First. We're here to make the lives of patients better and every activity has this in mind.
  • Great Ideas. It doesn't matter whose idea it is, if it's a great idea, let's do it!
  • Get Stuff Done. Ideas are nothing without implementation. So go ahead and try things, break stuff, learn and improve.

In line with our values, we look for people who are

  • Customer-Focused. You are able to identify and work towards what customers want and need. You see customer satisfaction as tantamount to success.
  • Smart and Curios / Solution Oriented. You're constantly learning and applying your knowledge to find innovative solutions. You love sharing your ideas and workshopping ideas to get to great answers. You're excited by the prospect of iterating on products and processes to make them better over time.
  • Efficient + Effect / Good at Time Management. You know what it takes to accomplish your goal and aren't afraid to put in the work. More importantly, you know how to ruthlessly prioritize and focus on the important activities. 

Our team features a wide breadth of experience in various industries and functions. This means we're bringing different ideas to the table that yield lively discussions and creative solutions that couldn't happen with industry experts alone.

About the Role

We are seeking a product operations manager to grow our product and service offerings as well as build the operations to support those offerings. Reporting to the Director of Clinical Operations, your focus as an individual contributor will be to work collaboratively and cross-functionally to build effective products and services, and their respective supporting operations, to support our vision of improving healthcare of America’s seniors. We will be leaning on you to help define what we build and how best to operationalize the processes to deliver those products and services. Therefore, you'll drive value for Tembo and its customers through effective & impact-oriented decisions for our products and operations.


Responsibilities

  • Own the product lifecycle. You will be responsible for the development, roll out, and maintenance of our product and service lines. You will help define and prioritize requirements for new product and service lines. We’ll be relying on you to provide timelines, manage to key deliverables, and ensure our products achieve our desired outcomes. From end-to-end, you’ll have to think of how to build and support these products throughout the product lifecycle and customer journey, including training, support, and monitoring what you own.

  • Manage operations of our products. You will have to think about and build the processes and workflows so that your product will be successful. This may include coordinating and executing aspects of patient care as well as ensuring that clinicians are providing quality, evidence-based care through your product. This role will also continually iterate on these processes to remain effective as we grow, scale, and pivot to achieve our business and clinical objectives.

  • Represent the voice of the customer. We want you to be the voice of internal and external customers. To effectively prioritize what and how we build, you’ll research and synthesize feedback and learnings to ensure we meet our customers’ and patients’ needs as well as develop the metrics and tools to track if we are successful in meeting those needs.

  • Partner with teams and customers. You’ll work with stakeholders and subject matter experts to execute on your responsibilities. Your role will require aligning everyone to your strategy and ensure transparency in its progress. These stakeholders include engineering, customer success, sales, and our clinical team, all of which will require leading thoughtful discussions, guiding strategic prioritization, driving accountability, and improving cross-functional collaboration.  

  • Develop tools that improve the work of all team members. You'll leverage Google Suite and other tools to directly build tools and materials that will help the team with things like calculating and communicating the impact of Tembo to clients. You'll design and implement workflows to improve the experience of nursing home staff, patients and clinicians. 


Travel Requirements

We expect this role to potentially have up to 20% of travel for user research and stakeholder engagement at our customer communities. 


Sample Work Plan

Within the first month, you'll have used your project management experience to own product areas like:

  • Supporting existing products and services to ensure they run smoothly

  • Synthesizing and prioritizing product requirements from stakeholders

  • Develop product and project timelines for key strategic projects

Within 3 months, you'll use your problem-solving and collaboration skills to effectively work with key stakeholders in activities such as:

  • Working with engineering to translate business requirements into technical requirements

  • Designing and implementing clinical workflows for new products and services

  • Plan for change management with our external stakeholders

  • Identifying and monitoring key KPIs that align with business and clinical objectives

Within 6 months, you'll use your process improvement and innovation skills to develop workflows that grow and scale our offerings through activities like:

  • Surfacing inefficiencies in processes and implementing improvements

  • Implementing high-levels of automation

  • Forecasting resource needs

  • Supporting building tools for internal teams


About You

Requirements 

You’ll be a fit for this role if you:

  • Have a bachelor’s degree, or commensurate military/work experience

  • Worked in operations or product/project management for 3+ years

  • Have an entrepreneurial, results-driven mindset that can flex between strategy and execution

  • Effectively identify what’s important and prioritize competing workstreams in an ambiguous environment

  • Work cross-functionally to drive alignment and action across a number of stakeholders

  • Love solving challenges and problems while striving for continuous improvement and making things efficient


Bonus Qualifications

  • Have experience in a healthcare setting or company, especially with a senior population

  • Helped grow and scale products and teams





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