EverHealth - Product Operations Manager (Remote, US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries. 

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en 

The EverHealth team seeks a highly experienced and passionate Product Operations Manager to optimize our product development effectiveness by creating and managing various capability teams. The Product Operations Team will own the creation and ongoing improvement of processes, tools, and training to streamline product delivery, quality, and customer satisfaction. This position works closely with Product Management, Engineering, Design, Quality Assurance, DevOps, Sales, and Customer Success teams to ensure product development and delivery align with business objectives. 

As a Product Operations Manager:   

• You will roll up your sleeves when you see system-wide patterns creating operational challenges and then prioritize and orchestrate the work needed to solve them.  

• Supporting other Product Operations team members to chart best practices and create/share templates and playbooks for problem sets.  

• You will be a super user of EverHealth’s products and tools and key stakeholder interfacing between operations, data, and product/engineering teams through all process and product development stages.  

• Help senior leadership understand the big picture and how our product portfolio performance is linked to the company's success by creating health metric dashboards across product and engineering.   

• Organizes and articulates user problems/needs along with the scope/impact (pulls own data where possible); works with PMs (cross-team) to generate hypotheses to address user pain points.   

• Gather breadth of input/concerns from stakeholders and provides targeted data where it enhances user problems/feedback that focuses on product churn and win/loss opportunities.   

• Establish processes and methodologies for product development and launch to drive efficiency and predictability. 

Responsibilities:   

• Standardized user research interview guides, standardized product results readout decks, and more.  

• Centralize the company on product churn (Salesforce Data) so that the entire product team is on the same page where there is an opportunity to improve our portfolio.  

• Establish best practices for capturing, processing, analyzing, and acting upon feedback.  

• Establish service level agreements (SLAs) to set expectations for the time that it’ll take when a product and development team responds to a bug or a feature request.  

• Worked across multiple work streams concurrently with high fidelity and the ability to manage up effectively around resource needs and prioritization guidance.  

• Manage inbound feedback so it doesn’t fall through the cracks, and engage with the product team to close the loops on any open threads of research that they’re tackling.  

Qualifications    

• A Bachelor's Degree in Informatics, Computer Science, or a related field is preferred.  

• 4+ years of experience in product operations, operations strategy, product analytics, business analysis, or similar roles that worked closely with both Operations and Product/Engineering teams.  

• Applied business analyst skills - highly skilled in SQL, Excel, and data tables and excited to leverage these skills to self-serve to deliver synthesized recommendations that describe the impact of your work.  

• An extremely sharp eye for detail and a strong sense of what types of innovative products will be effective at helping other teams meet their objectives.  

• Demonstrated ability to lead cross-functional teams through the product development lifecycle.  

• Demonstrated ability to learn fast, understand complex domains, then document and explain them.  

• Self-motivation with close attention to detail, analytical focus, and problem-solving skills.  

• Persuasion and the ability to operate with a high sense of urgency, creating clarity of roles and responsibilities in a matrix environment.  

• Knowledge of Salesforce and Third-Party CRM Software (BONUS) 

Where: Remote – United States  
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.