Product and User Operations Specialist

Product and User Operations Specialist Contracted role with possibility of full time employment Remote or New York City Help us put people in control of their health data We’re the first and only company that lets anyone in the U.S. access nearly a decade of their health data from every provider in under 30 seconds, 100% free. We bring everything together, securely and automatically, so people can finally see the full picture of their health. We also partner with the world’s top researchers to safely turn these insights into discoveries that move medicine forward. Our mission is simple but bold: give people ownership of their health information and use it to change lives. About the role As a Product and User Operations Specialist, you’ll be the bridge between our users and our product team. You’ll help make sure every person who uses our product feels supported and empowered — and that their feedback helps shape what we build next. You’ll own our user support experience from end to end, work closely with Product to resolve issues, and spot patterns that reveal what’s working (and what’s not). If you love getting into the weeds to solve problems, working directly with users and cross-functional teams to improve processes, and being the voice and face , this is a great place to grow — whether you see yourself becoming a Product Manager or leading Community and Growth in the future. What you’ll do

• Manage and evolve our user support process, ensuring every user gets a fast, clear, and thoughtful resolution to their issues or feedback.
• Collaborate with Product and Engineering to resolve urgent user issues, bugs, and blockers.
• Identify recurring pain points and collaborate with Product to drive product improvements based on real user insights.
• Create and refine support resources and workflows to make our operations more efficient.
• Contribute to patient facing communications, FAQs and documentation based on deep understanding of patient perspective.
• Help test new features and ensure smooth communication with users when product changes roll out.
• Analyze trends in support data through analytics tools like Mixpanel to guide decisions and enhance the user experience.
• Gain a deeper understanding of consumer healthcare and health data interoperability.

What you’ll bring

• 1–3 years of experience in user operations, product operations, or support.
• Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
• High empathy and curiosity — you care about helping users and understanding their needs.
• Comfort working with ownership and through ambiguity across teams in a fast-paced, remote environment.
• Experience quickly learning and leveraging workflow software and other technology (such as Zendesk or similar tools).
• Interest in health tech, patient empowerment, or data-driven innovation is a plus.

Why you’ll love working here

• You’ll help make navigating care and advocating for oneself easier for people battling serious conditions.
• You’ll be the face of Support to our users, working to best represent who we are to them as well as their needs to the company.
• You’ll join a mission-driven, collaborative team where initiative is valued and opportunities for growth and ownership abound.
• You’ll gain exposure to Product and Growth, with a clear path to grow your career in either direction.
• You can work remotely or alongside our NYC-based team.

We believe health belongs to everyone — and so does opportunity. We’re proud to be an equal opportunity employer committed to building a diverse, inclusive team. Apply tot his job Apply To this Job