Manager, Product Help Center

Описание вакансии

Who We Are

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

What You’ll Do 

As Manager, Product Help Center, you will lead and scale a high-impact support function serving both our internal care teams and, in time, our caregivers and patients, primarily with technical issues. In this role, you will:

• Build, scale, and lead a high-performing support team across multiple channels and user groups by establishing service standards, processes, and support collateral, while supporting and mentoring a team.
• Develop and execute a comprehensive support strategy that serves both internal team members and is prepared to serve external customers (patients and caregivers).

+ Continually analyze trends in support data and lead root-cause analyses to identify systemic problems and improvement opportunities.

+ Ensure support platform/process compliance with healthcare privacy regulations (HIPAA) and data security requirements

• Partner cross-functionally to identify systemic issues and drive continuous improvement.

+ Act as a strong partner to clinical and operational teams by reducing friction and improving response times.

+ In partnership with Learning & Development, create self-service resources, knowledge bases, and training materials for internal users

+ Partner with technology teams to improve and optimize the platforms you’ll support.

+ Collaborate with legal, compliance, and security teams as needed

What You Bring & How You Qualify 

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In this role, you will need:

• 6+ years  of experience in customer/product support, service operations, or customer experience in health services and an understanding of HIPAA compliance and healthcare privacy regulations, with at least 1-2 years of management experience.
• Proven track record of building or scaling support operations in a fast-paced environment and experience supporting both internal users and external customers. Experience supporting a website and mobile app are nice-to-have.
• Strong understanding of support technologies and ticketing platforms, such as Jira Service Management
• Excellent communication skills with ability to interact effectively across all organizational levels
• Data-driven approach to decision making with strong analytical capabilities

What We Offer (Benefits + Perks) 

The role offers a base salary range of $130,000 - $160,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 

We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

What We Live By

We’re guided by our five core values:

Our Values:

• Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust.We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
• Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
• Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
• One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.

We Value Diversity, Equity, Inclusion and Belonging 

We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.