Head of Customer Success and Onboarding
Switchboard - National LGBTQ+ Support Line
Salary
💰 $125,000 - $175,000 per year
Job Level
Senior
About the role
- Welcome to Brightline! We are seeking a highly motivated Senior Product Manager to enhance tooling and workflows for our care providers and operations teams. In this pivotal role, you will also contribute to broadening and optimizing our mental health offerings for members, ensuring seamless and effective care delivery.
- This is a high-impact, cross-functional position within Brightline’s Product Development function. You will lead a squad of design and engineering partners, while also collaborating closely with our Operations, Care Leadership, Finance, and Marketing teams, and company leadership. Your efforts will ensure our company and member offering strategies are deeply aligned as we rapidly scale innovative mental health solutions for children and families.
- Own and continuously improve critical provider efficiency and operational effectiveness KPIs.
- Drive alignment with Operations, Clinical, and Finance teams, leading comprehensive reporting on learnings and progress against goals.
- Develop, prioritize, and clearly communicate the provider and operations tool roadmap.
- Collaborate closely with other product leaders and cross-functional partners to ensure seamless alignment.
- Proactively identify and integrate opportunities for AI to enhance existing offerings and create new, more efficient tools for providers and internal operations.
- Lead a dedicated squad of designers and engineers, guiding new products from initial ideation through quality assurance, launch, and post-launch monitoring and iteration.
- Maintain a relentless focus on execution and quality. Leverage strong program management skills to effectively coordinate cross-functional teams, manage project timelines, and ensure the successful, on-time delivery of complex initiatives. This includes overseeing the ethical and effective development and deployment of AI models and features.
- Establish robust KPIs and metrics to measure internal product performance, track progress against strategic goals, and identify areas for improvement throughout every phase of product development.
- Champion hypothesis and data-driven testing, experimentation, and user research across the product team.
- Work closely with Design, Engineering, Operations, Marketing, and Care Team functions to identify and build innovative offerings that drive significant business impact.
- Synthesize key quantitative, qualitative, and strategic insights to inform product investments, with a strong emphasis on leveraging AI for automation and efficiency.
- Stay ahead of market trends, competitive landscapes, and the evolving needs within the pediatric and adolescent mental health space, providing crucial insights to inform product decisions.
- Possess deep knowledge of emerging AI applications in healthcare and mental health, understanding their potential impact, ethical considerations, and practical applications.
- Actively research and draw insights from other relevant platforms across the broader healthcare landscape, with a keen eye on AI-driven innovations.
Requirements
- 3-5 years of experience as a healthcare or operations product manager and leader, with experience in at least one early stage / hypergrowth startup. Experience building for healthcare delivery services preferred, especially with a focus on AI-powered solutions.
- Demonstrated ability to lead a provider/internal tools product roadmap with tangible impact on provider efficiency, operational metrics, and care delivery KPIs.
- Proven experience leading product development for multiple complex provider-facing or internal operational products.
- Track record of successfully productizing new offerings that enable providers or significantly streamline operations.
- Ability to think strategically and make data-informed decisions, with strong business acumen and understanding of financial metrics.
- Extensive experience with tools and frameworks that enable innovative and best-in-class provider workflow development, including rapid prototyping, experiment design, human-centered design, and user research.
- Exceptional ability to synthesize diverse streams of insight to effectively align the needs of members, care teams, clients, and our business.
- Excellent verbal and written communication skills, strong leadership presence.
- Nice to have: Experience with Revenue Cycle Management (RCM) products or workflows
