Manager, Product Help Center
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Job Description
Manager of Product Help Center at Imagine Pediatrics, leading high-impact support for internal care teams and caregivers. Scaling support operations and driving compliance in healthcare privacy regulations.
Responsibilities:
- 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.
Requirements:
- 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.
Benefits:
- 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
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