Product Operations Manager - Provider Experience

Octave’s mission is to create a new standard for mental healthcare delivery, one that is accessible to more people and sustainable for providers. We are broadening access to high quality mental health services that are measurement-based and insurance funded.  Now more than ever, we are looking to serve communities dealing with the rising public health challenge of addressing mental health needs. Octave is VC-backed and was founded in 2018 with footprints in New York and California, as well as virtually nationwide. We are expanding our beautiful practices throughout New York and California, offering telehealth and also clinic-based services. 

• We are seeking a Product Operations Manager to improve and support Provider Experience initiatives in partnership with Product Managers.
• Product Operations is a cross functional team that advocates for users while balancing product, engineering, and design limitations 
• The team is distributed across the US and has varied backgrounds, from education to fitness, advertising, travel, and healthcare. The role is virtual, with occasional travel for off-sites
• This role reports to the Product Operations Lead

• Partner with Product Managers, Designers, Engineers, and Data Analysts throughout the development process. 
• Accountable for improving alignment, communications, and processes to ensure the product is successful and supported after launch.
• Manage test plans and run bug bashes to make sure all important product use cases are thoroughly tested before launch.
• Oversee and help organize product launch plans to ensure changes minimize impact to existing user experiences and processes.
• Train internal users on how to use new products and develop training material so new team members and users can be trained at scale.
• Own any manual tasks that may be required to maintain a seamless user experience through the product-development lifecycle. 
• Write and maintain documentation. 
• Support users by answering questions and troubleshooting issues reported over Slack and email in a timely manner.
• Investigate, document, and report feature requests and bugs; use judgment to escalate when necessary.
• Work cross functionally with Marketing, Support, and Care Navigation teams to provide excellent services to our users and help prioritize the right product initiatives
• Liaise between Octave and external integration partner teams

• 5+ years' experience supporting internal operations
• 2+ years' experience running SQL queries
• Speaks truth with compassion
• Strong drive to learn how things work and why things break
• Detailed-oriented while also keeping an eye on bigger goals
• Strong verbal and written communication skills
• Always looking for ways to improve products and operations
• Strong organization and project management skills; ability to manage multiple priorities
• Experience developing interpersonal relationships across teams 
• Experience working with engineering teams
• Must be eligible to work in the US without sponsorship now or in the future     

• Demonstrated experience with customer/user support

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future. 

The salary range for this role is $78.00 - $112,200.00 annually.