Senior Product Operations Manager - Provider Marketplace

About the Company:

Octave is a modern behavioral health practice creating a new standard for care delivery that’s both high-quality and accessible. With in-person and virtual clinics in multiple states, the company offers evidence-based individual, couples, and family therapy, while pioneering relationships with payers to make care more affordable through insurance. By raising the bar on how care is delivered and how providers are supported, we are building a sustainable system that values equity, affordability, and effectiveness.

About the Role:

• We are seeking a Senior Product Operations Manager to improve and support Client Experience and Growth initiatives in partnership with our Product Director of Provider Marketplace.
• 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 Include:

• Partner with Product Managers, Designers, Engineers, and Data Analysts throughout the development process.
• Accountable for improving alignment, communications, and processes to ensure the product is successful and supported after launch.
• Manage test plans and run bug bashes to make sure all important product use cases are thoroughly tested before launch.
• Oversee and help organize product launch plans to ensure changes minimize impact to existing user experiences and processes.
• Train internal users on how to use new products and develop training material so new team members and users can be trained at scale.
• Own any manual tasks that may be required to maintain a seamless user experience through the product-development lifecycle.
• Write and maintain documentation.
• Support users by answering questions and troubleshooting issues reported over Slack and email in a timely manner.
• Investigate, document, and report feature requests and bugs; use judgment to escalate when necessary.
• Work cross functionally with Marketing, Support, and Care Navigation teams to provide excellent services to our users and help prioritize the right product initiatives
• Liaise between Octave and external integration partner teams.

Preferred Qualifications:

• Preferred 7+ year experience supporting internal operations.
• Preferred 4+ year experience running SQL queries.
• 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.
• Always looking for ways to improve products and operations.
• Strong organization and project management skills; ability to manage multiple priorities.
• Experience developing interpersonal relationships across teams.
• Experience working with engineering teams.
• Demonstrated experience with customer/user support

Octave's Company Values:

The below values drive our day-to-day operations.

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don’t operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet.
• Must be able to observe and communicate information on company provided laptop.
• Move up to 10 pounds on occasion.
• Must be eligible to work in the United States without sponsorship now or in the future.

Compensation:

Octave is committed to pay equity. To maintain our commitment to pay equity, Octave will follow Pay Transparency regulations on all open job postings. Current Pay Transparency laws require companies to include a position's salary or hourly wage range (not including bonuses or equity-based compensation) in any internal or external job posting. This requirement extends to job postings published by a third party at an employer's request.

Octave will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Octave’s legal duty to furnish information.

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future.

The salary range for this role is $103,900 - $120,000.

Additionally, this position is eligible for the following benefits: company sponsored life insurance, disability and AD&D plans. Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care and commuter/parking options are also available. Octave offers generous Paid Time Off as well as paid parental leave benefits.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Application Instructions:

Please complete the following application. Please note that the U.S. Equal Opportunity Employment Information questions below are used for the purposes of EEOC reporting and are optional to complete. Octave is unable to change these questions and we acknowledge that many of the U.S. Equal Opportunity Employment Information questions are not inclusive or affirming of all aspects of cultural identity. Octave is committed to an inclusive workplace environment, and this information will not inform how we approach hiring or employment.