Product Operations Analyst

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Job Description

A bit about this role:

Product Operations is a new branch of the Product Management team at Devoted Health that:

• develops and accelerates tech-enabled operational patterns in order to drive scale and performance goals which positively impact our members and business.

Our mission is to partner with technology and operational teams to:

• Identify, prioritize, and define high impact operational workflow patterns, knowledge resources, and improvement opportunities, then

• Rapidly accelerate successful rollout and adoption of these tools to operators via configuration, execution, and coordination of cross-team change management activities

Product Ops Analysts on the Operational Tooling (OP) Team:

• Execute projects, gather data and insights, and support performance improvement of the teams  supported by the Product Operations department.

• Work closely with our Frontline Teams and Technology teams to drive operational efficiency. 

Your Responsibilities and Impact will include:

• Collect, analyze and interpret data to provide actionable insights for operational teams.

• Generate monthly and quarterly reports to track progress and identify opportunities for tooling and knowledge improvements.

• Develop and maintain protocols and other tooling and knowledge resources to support operational workflows. 

• Balance multiple projects and initiatives ensuring alignment with team priorities 

• Support LLM enablement across the organization

• Help manage the day-to-day operations of the Orinoco Knowledge Base (OKB).

• Propose and implement innovative solutions to enhance operational efficiencies.

• Collaborate cross functionally with both operational and technical teams. 

Required skills and experience:

• Proficient in SQL & JSON

• Comfortable using Google Workspace to build reports, charts, graphs to conduct analysis and share performance data.

• Previous Healthcare Operational experience.

• Experienced using contact center, CRM, or other enterprise contact management platforms to run day-to-day operations.

• Detail-oriented & analytical mindset - strong analytical and problem solving skills

Additional skills and experience / Attributes to success:

• Ability & desire to work in a startup environment - incredibly transparent with work (i.e., what’s going well, what’s not, and knowing when to ask for help, etc.)

• Scrappy - resourceful, comfortable with evolving processes and operating procedures, and willing to roll up sleeves and help team members

• Technically Inclined - comfortable with and quick to learn new software, tools, and technologies.

• Culture-forward  - cares deeply about the success of all individuals / fosters environments of joy, collaboration, learning, and success / willing and able to teach/coach adjacent teams in an articulate and approachable manner to drive improvements.

• Growth-mindset - Astute, seeks feedback,  comfortable soliciting thoughts from others,  motivated to reflect and apply learnings

• Hyper-reliable & hyper-organized - steady and consistent amidst evolving project landscapes with a high degree of organization for self and other

• Communicative - proactive, tactful, and articulate in both written and verbal communications

Salary Range: $55,000 - $73,000 annually

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.