Product Operations Manager - Product Experience

You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Building great products is the outcome of making great decisions. The Product Operations team at Brightree empowers product teams to build and deliver best-in-class products in a way that is efficient, effective, and scalable. We focus on data, technology, and optimization, so they can deliver on the company mission to reimagine healthcare. We make behind-the-scenes complexity look simple, collaborate cross-functionally, and help bring the right solutions to the market.

As the Product Operations Manager - Product Experience, you will help deliver best-in-class products and features to HME and Infusion providers. You will own the beta program across the product portfolio coordinating activities with cross-functional teams and beta customers. You will provide customer-facing beta support and training. You will escalate incidents and ensure quality releases. You will monitor enhancement requests received through various sources to identify top pain points and provide product with intel for upcoming product initiatives.

The ideal candidate is customer-centric, a product expert, driven, and detail oriented. The candidate efficiently communicates with stakeholders, listens actively, delivers promised results, and can understand both the business and technical needs of the team. This role will report into the Director, Product Operations.

Let's talk about Responsibilities

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  Beta Program
  
  
  • Coordinate, communicate and report on Beta program activities, working cross-functionally with internal teams to ensure that the process is properly optimized for success
  • Record sign off on plans and milestone
  
  
  
  • Secure documentation for new features
  • Get list of customers from product managers and send invitations to customers and trainers
  • Ensure trainers and all customer facing team members have their material ready for the customers in time
  • Coordinate trainings for internal teams
  • Request to enable/disable features
  
  
  
  • Coordinate meetings, takes notes, and document issues and enhancement requests
  • Collect and document beta results
  • Ensure the feature is being used as expected during the Beta
  • Run reports and check flags, ensure data is being received as expected
  • Report out updates on an established schedule on all betas
  
  
  
  • Send beta customers surveys and report on their feedback
  • Communicate on GA readiness
  
  
  Beta Support
  
  
  • Interact with customers to troubleshoot and resolve customer issues in a friendly, effective, and efficient manner
  • Diagnose and resolve basic and complex customer questions and problems in the areas of system configuration, product functionality, and bugs
  
  
  
  • Identify critical issues for features in beta, escalate accordingly, and communicate status to the customer and internal stakeholders
  • Provide beta support to customers and product teams for new features
  • Document incidents reported by customers, working with them to gather important information
  • Escalate incidents to the appropriate product teams
  • Notify product leadership of critical incidents
  
  
  Product Feedback Loop
  
  
  • Monitor and manage customer and internal product feedback to create compelling stories to share on key findings
  • Use customer feedback and ideas submitted to provide insights to product teams for planned product initiatives
  
  
  Product Team Enablement
  
  
  • Assist in onboarding new team members with product demonstrations
  
  
  
  • Build and maintain a Product Team demo database with realistic data that is connected to all Brightree modules and integrations
  • Other responsibilities as assigned

Let's talk about Qualifications and Experience

Required:

• A "get it done" attitude, and "growth mindset"
• Bachelor's degree

• 3+ years of Brightree product experience
• Experience in customer support and project coordination
• Knowledge and experience in beta programs, software development lifecycle, release management, and agile methodology.
• Expert in Microsoft Excel, PowerPoint, and project management systems
• Experienced using Salesforce

• Experience in product management tools, especially AHA!, JIRA and Confluence
• Excellent written and verbal communication
• Healthcare, especially post-acute care; experience in the HME/Infusion market a plus

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!