Senior Product Implementation Specialist

About the Senior Product Implementation Specialist role at Headspace Health:

As a Senior Product Implementation Specialist you’ll work directly with our Care Team, comprised of coaches and clinicians, as well as our Revenue Cycle Management and Member Experience/Support teams.  This role will live within the Care Operations organization but will also work closely with our Product, Engineering, and IT teams on a complete end-to-end 3rd party product lifecycle experience.  This includes problem recognition, requirements gathering, vendor assessments, security approvals, actual product setup and implementation, UAT or bug bashes, internal documentation and training, post mortem evaluations, and ongoing system maintenance and updates.  This is a highly cross-functional role that requires strong communication skills with technical and non-technical teams alike.

Feel free to check out existing roles on our Headspace careers website or Ginger careers website for guidance here if needed. 

How your skills and passion will come to life at Headspace Health:

• Collaborate across multiple departments in the product implementation process. Partner with cross functional areas to find opportunities to integrate systems, processes, and people resources with third-party applications.
• Lead product implementation and integration from evaluating the needs of the team, to vendor assessment, to post-launch evaluations; while also owning bug triaging and product maintenance.
• Communicate product priorities, project statuses, timelines, resource needs and constraints, and other product implementation items to stakeholders, including senior leadership.
• Own product launch readiness to ensure that our teams are equipped with the information and processes needed to support new products.
• Lead user acceptance testing (UAT), coordinate bug bashes, and write testing scripts as necessary.  
• Utilize advanced technical troubleshooting to verify unexpected product behavior and work with product engineers & our IT team to de-bug technical issues.
• Build scalable solutions and processes to optimize workflows.

What you’ve accomplished:

• 5+ years of experience in product operations, product management, or an operational role that worked closely with Product and Engineering teams and experience in a technical support or vendor management role.  
• Has experience with native and third party product life cycles.
• Able to develop a deep technical understanding of a complex product and can easily explain the nuances to a non-technical audience.
• Strong critical thinking and data-analysis skills as well as strong written and verbal communication.
• Proven ability to manage multiple stakeholders with competing priorities and lead projects to completion.
• Experience with CRMs such as SalesForce, Project Management systems such as Asana or Jira, Customer Support Ticketing Systems such as Zendesk or ServiceNow
• You have a help the helpers mindset

Preferred:

• Experience with SQL or a willingness/aptitude to learn.
• Computer Science background or affinities.

 

About the Company: 

Headspace Health is the world’s most accessible and comprehensive digital mental health and wellbeing platform. Headspace and Ginger have come together at a critical moment of global need. Headspace Health will democratize mental health and wellbeing so people around the world are supported by a full spectrum of affordable care. In addition to its vast library of mindfulness and meditation content, our behavioral health system offers emotional support, guidance, therapy, and medication from professional coaches, licensed therapists, and psychiatrists, respectively.

Our mission is to create a world where mental health is never an obstacle. By harnessing the power and convenience of a smartphone, Headspace Health is able to provide access to high-quality care to anyone, anywhere, in order to reduce symptoms of stress, anxiety, and depression.

 

How to get started:

If you’re excited by the idea of seeing yourself in this role at Headspace Health, please apply with your resume and a cover letter that best expresses your interest and unique qualifications.

 

How we feel about Diversity & Inclusion:

Diversity, Equity, Inclusion, and Belonging (DEIB) is at the heart of our mission to improve the health and happiness of the world. At Headspace Health, we are committed to bringing together humans from different backgrounds