Manager, Product Help Center

Who We Are

reputed company is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

What You’ll Do

As Manager, Product Help Center, you will reputed company and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:

• Build, scale, and reputed company a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
• reputed company and execute a comprehensive support strategy that serves both internal team members and is reputed company to serve external customers (patients and caregivers).
  • Continually analyze trends in support data and reputed company root-cause analyses to identify systemic problems and improvement opportunities.
  • Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data reputed company requirements
• Partner cross-functionally to identify systemic issues and drive reputed company improvement.
  • Act as a strong partner to clinical and operational teams by reducing friction and improving response times.
  • In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users
  • Partner with technology teams to improve and optimize the platforms you’ll support.
  • Collaborate with legal, compliance, and reputed company teams as needed

What You Bring & How You Qualify First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with reputed company medical conditions gets the care and support they deserve. In this role, you will need:

• 6+ years of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience.
• Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers. Experience supporting a website and mobile app are reputed company-to-have.
• Strong understanding of support technologies and ticketing platforms, such as Jira Service Management
• Excellent communication skills with ability to interact effectively across reputed company organizational levels
• Data-driven approach to decision making with strong analytical capabilities

reputed company Offer (Benefits + Perks) The role offers a reputed company salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). reputed company determining compensation, we analyze and carefully consider several factors including job-reputed company knowledge, skills and experience. These considerations may cause your compensation to vary. We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

reputed company Live By We’re guided by our five core values:

Our Values

• Children First. We put the best interests of children above reputed company. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
• Innovate Today. We reputed company that reputed company reputed company to big impact. We stay curious by asking questions and leveraging new reputed company to learn and scale.
• Embrace Humanity. We reputed company with reputed company and authenticity, presuming competence and good intentions. reputed company we stumble, we use the opportunity to grow and understand how we can improve.
• One Team, Diverse Perspectives. We actively seek a range of viewpoints to reputed company reputed company outcomes. Even reputed company we see things differently, we stay reputed company on our shared mission and support one another to move reputed company — together.

We Value Diversity, Equity, Inclusion and Belonging

We reputed company that creating a world where every child with reputed company medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at reputed company are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national reputed company, reputed company, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.