Operations Manager, Customer Solutions

Background:

The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points. 

Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine for responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative “white space” opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.  

The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care. 

We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.

Position Summary:

The Operations Manager will be responsible for overseeing product development and commercialization. They will track key metrics and OKRs, build technical requirements for the data, and troubleshoot any issues that may arise during the creation and commercialization process, and will coordinate day-to-day product operations post-launch for the product. The Operations Manager will report to the Product Lead. This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers. 

This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.

Jobs to Be Done:

1. Oversee operations to ensure smooth product development
   
   
   
   • Collaborate with the Portfolio Lead, Product Lead, and Product Manager to develop and execute a comprehensive product vision, strategic product direction, and product roadmap
   
   
   • Translate the high-level roadmap into detailed technical requirements, accounting for downstream implications
   
   
   • Work with internal stakeholders (e.g. digital, operations, finance) to understand use cases, assess costs and feasibility
   
   
   • Engage subject matter experts on the agile team to scope and define technical work to support the product roadmap and operational processes
   
   
   • Determine the staffing levels required for each product function
   
   
   • Maintain a deep understanding of the problem space, competitors, and industry
   
   
   
   


2. Monitor and analyze performance to continually improve products
   
   
   
   • Actively identify and resolve issues and risks, communicating impact and recommended resolutions to leadership
   
   
   • Troubleshoot and resolve issues associated with technology, application, or product feature that impacts customer experience
   
   
   • Monitor and analyze portfolio performance and competitive environment
   
   
   • Measure OKRs
   
   
   
   


3. Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectives
   
   
   
   • Lead the data team to execute the product strategy roadmap
   
   
   • Provide guidance to the development team, fostering a collaborative and high-performing work environment
   
   
   • Set and execute sprint goals and communicate with leadership to ensure prioritization aligns with business objectives
   
   
   • Support project management processes including stakeholder training and communication, risk management, status updates and project plans
   
   
   
   

Success Factors:

1. Oversee successful product launch that address customer problems with a positive customer experience


2. Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization


3. Ensure the product development is executed according to the product roadmap technical specifications


4. Troubleshoot and expedite issues as they arise

Preferred Candidate Profile:

• 4+ years of professional experience in management consulting, digital product management, product operations, or similar roles in healthcare


• Prior experience in a healthcare organization or health-related startup or tech-enabled services environment


• Strong program management skills and ability to collaborate with multiple stakeholders to drive a process forward.


• Excellent organization and time management skills


• Exhibits a growth-mindset; can be nimble, is able to continuously test, learn, iterate, and pivot to meet customer needs


• Embraces ambiguity and thrives in a startup environment


• Ability to travel to Dallas 1 week/month

Benefits:

Our competitive benefits package includes the following:

• Immediate eligibility for health and welfare benefits


• 401(k) savings plan with dollar-for-dollar match up to 5%


• Tuition ReimbursementPTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

Preferred Requirements:

• Bachelor’s Degree, preferably in STEM or related field


• 6-7 years preferred

Minimum Qualifications:

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification


• EXPERIENCE - 5 Years of Experience