Product Operations Manager (Remote)

About the Company

Tembo Health offers services and technology designed to make managing dementia and senior health easier. Despite accounting for less than 9% of the Medicare population, dementia seniors account for more than double of plan costs, inpatient hospitalizations, and emergency room visits. Meanwhile, 55% of PCPs report that there are not enough dementia specialists in their communities to meet senior demand and 50% of PCPs report that they do not feel adequately prepared to provide on-going care for individuals with dementia. Our dementia care management solution allows for patients, caregivers, primary care physicians, and health plans to handle the complexities and burdens of dementia care while also reducing medical spend for this population.

We're venture backed, with funding from big tech investors like Bloomberg Beta, B Capital, Resolute, AARP and led by a cadre of entrepreneurs who have built and scaled unicorn tech companies (e.g., Flatiron, Oscar, Imagen). Our team includes startup veterans, physicians, and more. We're here to make a big, meaningful impact on healthcare and have fun while we're at it. We're looking for smart, mission-driven, goal-oriented team members who are creative problem solvers and big dreamers. If that sounds like you, let's talk!

Our Values and Culture

At Tembo, we're on a big mission: improve health outcomes for seniors. To make this mission a reality, we value several things in how we work:

• Patients First. We're here to make the lives of patients better and every activity has this in mind.
• Great Ideas. It doesn't matter whose idea it is, if it's a great idea, let's do it!
• Get Stuff Done. Ideas are nothing without implementation. So go ahead and try things, break stuff, learn and improve.

In line with our values, we look for people who are

• Customer-Focused. You are able to identify and work towards what customers want and need. You see customer satisfaction as tantamount to success.
• Smart and Curios / Solution Oriented. You're constantly learning and applying your knowledge to find innovative solutions. You love sharing your ideas and workshopping ideas to get to great answers. You're excited by the prospect of iterating on products and processes to make them better over time.
• Efficient + Effect / Good at Time Management. You know what it takes to accomplish your goal and aren't afraid to put in the work. More importantly, you know how to ruthlessly prioritize and focus on the important activities. 

Our team features a wide breadth of experience in various industries and functions. This means we're bringing different ideas to the table that yield lively discussions and creative solutions that couldn't happen with industry experts alone.

About the Role

We are seeking a product operations to grow our product and service offerings as well as build the operations to support those offerings. Reporting to the VP of Clinical Operations, your focus as an individual contributor will be to work collaboratively and cross-functionally to build effective products and services, and their respective supporting operations, to support our vision of making dementia care easier for America’s seniors. We will be leaning on you to help define what we build and how best to operationalize the processes to deliver those products and services. Therefore, you'll drive value for Tembo and its customers through effective & impact-oriented decisions for our products and operations.  You will collaborate on policies, processes, and workflows to provide efficient and consistent care.  

Responsibilities

• Own the product lifecycle. You will be responsible for the development, roll out, and maintenance of our product and service lines. You will help define and prioritize requirements for new product and service lines. We’ll be relying on you to provide timelines, manage key deliverables, and ensure our products achieve our desired outcomes. From end-to-end, you’ll have to think of how to build and support these products throughout the product lifecycle and customer journey, including training, support, and monitoring what you own.

• Manage operations of our products. You will have to think about and build the processes and workflows so that your product will be successful. This may include coordinating and executing aspects of patient care as well as ensuring that clinicians are providing quality, evidence-based care through your product. This role will also continually iterate on these processes to remain effective as we grow, scale, and pivot to achieve our business and clinical objectives.

• Drive process improvement. We will lean on you as part of the clinical operations team to think about how we can grow and scale what we do from a clinical perspective. You will have the opportunity to identify how to improve our clinical workflows and supporting operations. Work with different stakeholders to build the processes and workflows to make our services and team be successful.

• Partner with teams and customers. You’ll work with stakeholders and subject matter experts to execute on your responsibilities and build products and services that effectively help the patient and enable clinicians to do their work. Your role will require aligning everyone to your strategy and ensure transparency in its progress. These stakeholders include engineering, customer success, sales, and our clinical team, all of which will require leading thoughtful discussions, guiding strategic prioritization, driving accountability, and improving cross-functional collaboration.  

• Represent the voice of the customer. We want you to be the voice of internal and external customers. To effectively prioritize what and how we build, you’ll research and synthesize feedback and learnings to ensure we meet our customers’ and patients’ needs as well as develop the metrics and tools to track if we are successful in meeting those needs.

• Community outreach.  In order to create awareness to our partnering communities, you will conduct friendly outreach calls to PCP’s.  Here, you will briefly describe our goals and purpose in these communities while also ensuring that we are not competing for the role of the patient’s PCP.  You will communicate how we can work synergistically to improve the health and lives of residents.  

Travel Requirements

We expect this role to potentially have up to 20% of travel for user research and stakeholder engagement at our customer communities. 

Salary Range

$120,000 to $150,000

About You

Requirements 

You’ll be a fit for this role if you:

• Have a bachelor’s degree, or commensurate military/work experience

• 3+ years of operational/leadership experience driving efficiency and effectiveness

• Have an entrepreneurial, results-driven mindset that can flex between strategy and execution

• Effectively identify what’s important and prioritize competing workstreams in an ambiguous environment

• Work cross-functionally to drive alignment and action across a number of stakeholders

• Love solving challenges and problems while striving for continuous improvement and making things efficient

Bonus Qualifications

• Have experience in a healthcare setting or company, especially with a senior population

• Advanced degree or commensurate experience (e.g., MBA, MPH, Informatics, Product)

• Located in the New York City, Boston, or California area