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Tech Stack
Tools & technologiesAxure
About the role
Key responsibilities & impact- Accompany the Customer Success team on site visits and training engagements, acting as the on-the-ground technical liaison between end users and the broader WellHive organization
- Conduct structured and informal feedback sessions with end users to identify pain points, unmet needs, and opportunities to improve adoption of WellHive solutions
- Gather, analyze, and synthesize quantitative and qualitative data (including usage statistics, error patterns, and workflow observations) to inform solution design and prioritization
- Apply User-Centered Design (UCD) methodologies, including journey mapping, usability analysis, contextual inquiry, and iterative feedback loops, to guide solution development
- Develop a deep working knowledge of WellHive platform architecture, APIs, and system integrations to ensure proposed solutions are technically feasible and aligned with the product roadmap
- Build fluency in the VA scheduling domain, including relevant policy, terminology, workflows, and stakeholder dynamics, to ensure solutions address real operational realities
- Define and document possible solution options in clear, structured formats appropriate for both technical and non-technical audiences
- Utilizing AI, create rapid prototypes and interactive wireframes to communicate solution concepts, gather early feedback, and validate design assumptions before full development
- Develop professional presentations and executive-level briefings to communicate findings, options, and recommendations to WellHive leadership and customer stakeholders
- Produce high-quality technical and functional documentation including solution overviews, user guides, workflow diagrams, and decision support materials
- Collaborate closely with Product, Engineering, and Customer Success teams to ensure proposed solutions are practical, prioritized, and properly handed off for development or implementation
- Monitor post-implementation adoption and satisfaction, feeding insights back into future solution cycles to drive continuous improvement
- Support change management efforts at customer sites by identifying adoption barriers and recommending targeted interventions
- Represent the voice of the end user in internal planning sessions, defining requirements and change requests, backlog grooming, and product strategy discussions
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Systems, Human-Computer Interaction, Design, or a related field; equivalent professional experience will be considered
- 3+ years of experience in a solution engineering, product management, UX research, or technical consulting role, preferably within a SaaS or federal health IT environment
- Demonstrated proficiency with User-Centered Design principles and methods, including usability testing, persona development, journey mapping, and iterative prototyping
- Hands-on experience creating wireframes and interactive prototypes using tools such as Figma, Balsamiq, Axure, or equivalent
- Ability to read and understand technical documentation, system architecture diagrams, and API specifications; prior software development experience is a plus
- Experience producing executive-quality presentations, briefings, and written documentation for diverse stakeholder audiences
- Strong quantitative and qualitative analytical skills, including the ability to collect, interpret, and present usage statistics and user research findings
- Exceptional interpersonal and communication skills, with a demonstrated ability to build rapport and credibility with both technical engineers and non-technical end users
- Comfort operating in ambiguous, fast-paced environments and rapidly pivoting between strategic thinking and hands-on execution
- Experience working with or within the Department of Veterans Affairs or other federal health systems is strongly preferred
- Familiarity with VA scheduling workflows, community care programs, or federal healthcare IT standards (such as FHIR, HL7, or VistA) is a significant plus
- Ability to travel periodically for customer site visits and training engagements
- Experience with Jira, Confluence, or similar product and project management tools.
Benefits
Comp & perks- Flexible work arrangements
ATS Keywords
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Hard Skills & Tools
User-Centered Designusability testingpersona developmentjourney mappingiterative prototypingwireframesinteractive prototypesdata analysisAPI specificationstechnical documentation
Soft Skills
interpersonal skillscommunication skillsanalytical skillsstrategic thinkinghands-on executionrapport buildingcredibilityadaptabilitycollaborationchange management
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information SystemsBachelor's degree in Human-Computer InteractionBachelor's degree in Design