Emerging Product Services, Senior Associate - Support & Org Readiness
Core
Support the launch and growth of emerging healthcare products by resolving complex customer issues, improving support processes, and enabling new offerings to move from beta to general availability.
Role type
Senior Associate, Product Operations & Support
Builds
Scalable operational practices and reliable support for new healthcare IT products
Domain
Healthcare technology / Product Operations
Deliverable
product features | dashboards & analysis | client delivery
Required skills
Troubleshooting complex product issues, Analyzing operational metrics and support trends, Building and maintaining SOPs and knowledge articles, Cross-functional partnership, Process design and documentation, SQL and data analysis
Preferred skills
Experience in product operations or customer support, Knowledge of Salesforce/Jira/Confluence, SQL and BI dashboard proficiency, AI-powered tool usage for workflow improvement
Technologies
Salesforce, Jira, Confluence, SQL, Snowflake, BI dashboards
Responsibilities
Communicate status updates and risks to stakeholders, Troubleshoot and resolve complex customer and product issues, Analyze support trends to identify recurring issues, Build subject matter expertise and cross-train team members, Develop standard operating procedures and knowledge resources, Represent customer needs to prioritize product enhancements
Seniority
Senior, hands-on IC