Note: The job is a remote job and is open to candidates in USA. CareMetx, LLC is dedicated to delivering industry-leading patient access solutions and support services. The Senior Product Operations Manager plays a critical role in bridging product management and operational execution across product lines, ensuring product readiness and supporting ongoing operations.
Responsibilities
- Serve as accountable party for tracking and driving all productization workstreams required for product launches (new products, major features, or capability releases) across internal hub, pharmacy, and external hub product lines
- Define and maintain pre-launch checklists for product releases, ensuring all cross-functional deliverables (operations, technology, compliance, marketing, documentation) are complete and approved prior to a product's go-to-market date
- Partner with Product and Operations teams to plan and sequence product launch activities, milestones, and dependencies — prior to initiating internal and external communication
- Proactively identify and escalate risks, blockers, and gaps in product launch readiness; facilitate resolution with appropriate stakeholders
- Participate in Quarterly Product Business Reviews, providing updates on product launch readiness, product operations status, and key initiatives
- Publish regular status updates and product launch readiness reports to stakeholders, including the SVP, Product
- Coordinate with the marketing team on collateral, messaging, and campaign execution related to product launches and updates
- Contribute to internal product documentation including operational playbooks, workflow guides, and standard operating procedures, working alongside other teams such as training where applicable
- Provide input on external-facing product documentation such as client-facing materials, provider guides, and patient support resources, in coordination with PMs and Product Owners
- Create and maintain patient journey maps that reflect standard product workflows across all supported product lines (provider, pharmacy, and external hub), ensuring maps are updated as products evolve. Maps represent the product's designed workflow, not individual client configurations
- Partner with Product Management and Operations teams to validate patient journey maps against standard product workflows and identify experience gaps or improvement opportunities at the product level
- Organize and maintain a centralized repository for all product operations assets, ensuring accessibility and version control
- Build reusable templates and standardized documentation frameworks to scale product operations capabilities across product lines
- Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled
- Performs other related duties as assigned
Skills
- Minimum of five (5) years of experience in product operations, project management, or a related role
- Demonstrated experience managing cross-functional projects and driving deliverables to completion in a fast-paced environment
- Experience creating and maintaining product or operational documentation for both internal and external audiences
- Bachelor's degree in business, healthcare administration, communications, or a related field, or equivalent combination of experience and education
- Strong project management skills with the ability to manage multiple concurrent workstreams, adjust priorities, and meet deadlines in a dynamic environment
- Excellent written and verbal communication skills, including the ability to create clear, concise documentation for varied audiences
- Experience with patient journey mapping, workflow design, or operational process documentation
- Ability to navigate a matrixed organization and collaborate effectively across product, operations, technology, compliance, and marketing teams
- Strong organizational skills with an eye for detail; ability to maintain accuracy across high volumes of documentation and project artifacts
- Analytical aptitude with the ability to identify process gaps and recommend improvements
- Proficiency with project management tools (e.g., Smartsheet, Jira, Lucid) and documentation platforms
- Self-directed and results-oriented; comfortable working with limited information and ambiguity in a high-growth environment
- Experience in healthcare, pharmaceutical, or hub services industries strongly preferred
- Experience developing patient journey maps or similar workflow/process documentation preferred
- PMP, CSM, or equivalent project management certification preferred
- Familiarity with CRM or marketing automation platforms (e.g., HubSpot, Salesforce) a plus
- Knowledge of hub services, specialty pharmacy, patient support programs, or reimbursement services preferred
Company Overview
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