Product Operations Associate/Specialist

Who are we and why join us?

• We help people change their lives. BetterHelp is the world's largest therapy service. We set out on a mission to provide everyone with easy, affordable, and private access to professional counseling: anytime, anywhere. To date, our network of over 20,000 licensed, accredited, and board-certified therapists have assisted more than 1,000,000 people. Every month, our secure website and mobile app facilitate over 5,000,000 messages, chats, voice calls, and video sessions that help people face life's challenges.
• We're taking mental healthcare to the next level. We combine clinical care, cutting-edge technology and data-driven product development to constantly learn, iterate, and improve. We are relentless in our pursuit of better, always questioning the status quo and discovering new ways to get things done and serve our members.
• We are a community that grows together - both professionally and personally. Even with our exponential growth, our team is kept agile and nimble, allowing you to have a huge impact and carve your own path from day one. We invest in our team's well-being and professional development because we know that business and individual growth go hand-in-hand. You will move fast, remain flexible, and be challenged every day. Join us!

What are we looking for?

We are looking for a product-focused and data-obsessed teammate to join our Product Operations team. The ideal candidate will have an operational mindset, a strong business acumen, a passion for business growth, and a genuine interest in connecting high-quality therapists with people who are seeking convenient, discreet, and affordable access to therapy. As a Product Operations team member, you will partner with Product Managers to launch, operationalize, iterate, and scale new product features and programs for our clients and therapists. This includes both new minimum viable products/programs and optimizing existing products/programs.

Note that the title and level will be determined during the interview process.

What will you do?

• You will be accountable for the day-to-day operations required to keep existing product features and programs running for our clients and therapists.
• You will be accountable for smooth and well thought out implementations for new product features/programs, including both automated and manual aspects of the implementation.
• You will support the scaling of products and services (existing & new), while keeping a close analytical eye on KPIs, A/B experiment performance, operational costs, and ROI for the business.
• You will consume data to understand where product features and business processes might be improved and/or scaled; and articulate data requests to start analyzing additional areas of opportunity.
• You will focus on operational excellence for our stakeholders: Minimize SLAs, increase efficiency, eliminate waste, build solutions that can scale effectively, and continually seek ways to improve everything we do at BetterHelp.
• You will execute multiple projects simultaneously. You will demonstrate your ability to work through ambiguity and to create your own structure to move projects forward effectively.
• You will eventually lead the transition of work from Product Operations to other internal teams once the work has been successfully implemented and stabilized from a product perspective.

Where You'll Grow

• Operations. You will hone your implementation abilities, eliminate non-value adding work wherever possible, and build lean, structured, client-centered processes and product features.
• You will grow in the Product space. This role is embedded in the BetterHelp Product Team, and works extremely closely with Product Managers. For example, you might be involved in data & analytics meetings, Product/DEV sprints, experiment performance meetings, and more.
• You will develop the ability to identify new opportunities for business growth from a Product perspective. These efforts should drive customer value, and accelerate BetterHelp's mission to make professional therapy accessible, affordable, and convenient.
• You will gain experience analyzing product performance, and you will learn how to create return on investment (ROI) estimations with limited data and decide on viability and priority of Product Operations programs.
• You will develop, over time, the ability to train, coach, and lead new teammates.

What you will NOT do?

• You will not be confined to your "job." BetterHelp has an incredibly cross-functional culture, and you will be involved in product, marketing, business strategy, and almost everything we do.
• You will NOT worry about "runway", "cash left", or "how much time we have until the next round." We have the startup DNA but we're fully backed and funded, all the way to success.
• This is not a Quality Assurance or Product/Feature Testing role.
• This is not a customer service or account management role.

Can I work remotely?

Yes. We work in Pacific Time, and we ask that you travel to the office once every two months to spend time with the team (we will cover travel expenses).

Requirements

• 2+ years of experience in an operations role preferred.
• Strong business acumen and operational mindset. Passionate about business growth.
• Demonstrated experience coordinating, leading, and executing plans with stakeholders to efficiently launch a new product feature and expand revenue opportunities.
• Data Driven: You understand data analysis, have the ability to interpret results, and can communicate your own progress and business results using quantitative data.
• Tech-Savvy: You have the ability to grasp, operate, and master complicated computer systems.
• Ability to work independently and to thrive in a fast paced, high pressure environment.
• Excellent organizational, problem-solving, decision-making, conflict resolution, and critical thinking abilities.
• Excellent written and verbal communication skills.
• Strong attention to detail. You must include the word "moussaka" in your application (this goes to being thorough and attention to detail).

Benefits

• Competitive salary & equity compensation
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• Ridiculous perks program
• Office in the heart of downtown Mountain View, a three-minute walk from Caltrain
• Commuter benefits, FSA accounts, and Employee Stock Purchase Programs
• Building something that matters - loved by the people and admired by the press
• Any piece of hardware or software that will make you happy and productive
• Awesome people to work with
• Nothing to slow you down
• Helping people live a better life, every day

The base salary range for this position is $60,000 - $90,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2022. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.