Product Operations Specialist

About the Company:

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. 

About the Role:

• We are seeking a Product Operations Specialist to manage, improve, and support our client experience products
• 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

Responsibilities:

• Answer questions and troubleshoot issues reported over Slack and email in a timely manner
• Work cross functionally with the support team to provide excellent service to our users
• Investigate, document, and report feature requests and bugs; use judgment to escalate when necessary
• Ensure our client experience products continue to meet the needs of our internal teams and clients
• Write and maintain documentation
• Build strong connections with teams across the company—Product, Engineering, Design, Operations, Clinical Operations, Marketing, Clinical—to make sure we’re prioritizing the right product initiatives

Qualifications:

• 1+ year experience supporting internal operations
• 6+ months experience running SQL queries
• Must be eligible to work in the US without sponsorship now or in the future

Preferred Skills:

• 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
• Demonstrated experience with customer/user support
• Always looking for ways to make things more efficient
• Strong organization and project management skills
• Ability to manage multiple priorities
• Experience developing interpersonal relationships across teams (Nice to have: experience working with engineering teams)