Operations Coordinator (Immediate Hire)

We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond.
Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a persons cancer journey: caregivers, oncologists, health plans, and employers.
That only happens when the people using our tools understand them, trust them, and have a clear path to get help when something isnt working. Strong product operations is how we close the gap between what we build and how its used every day.
If youre inspired to make cancer care more human and to help reimagine whats possible, wed love to meet you. Were hiring a Product Operations Lead to make sure the software we build works well for the people who use it, from the day a feature ships and every day after. Thyme Care runs on three software platforms. The largest, Thyme Box, is the care management platform where our nurses, social workers, care partners, nurse practitioners, and medical directors spend their day. It covers first-line triage and user support, rollout planning, training and documentation, usage monitoring, and the operating rhythm of the product organization. Youll partner closely with product managers, engineering, quality engineering, data science, service design, our training team, and Care Delivery and Enrollment operations.
Become the expert on how our products work:

learn all three of our platforms and the key data assets behind them in depth, give introductory demos to new team members across tech and the broader company, and be a go-to resource when someone needs to understand how something works
Serve as first-line triage for Thyme Box issues:

partner with Quality Engineering on bug triage, field reports from the care team, ask the clarifying questions that separate "the product works differently than I expected" from "something is broken," and hand off well-documented issues for technical investigation
Run product rollouts:

partner with PMs and engineering to plan and project manage feature pilots and rollouts with Care Delivery and Enrollment operations, provide first-line support to end users as changes go live, and own release notes and cross-functional communications and training materials for upcoming releases
Support quality before launch:

help QA new features across engineering and service design pods, and set up in-product walkthroughs and tooltips for new functionality
Keep training and documentation accurate:

own the accuracy of Thyme Box training documentation and reference materials; partner with our training team on new hire onboarding and refresher materials for the care team; and review other training materials and process changes for how they interact with Thyme Box, recommending ways to streamline those processes in the tool
Monitor usage and listen to users:

use tools and data analysis to spot unusual Thyme Box usage patterns and flag them to the right teams, and run regular user satisfaction surveys, turning results into clear findings that product teams can act on
Keep product teams close to the care team:

coordinate regular shadowing sessions so product, engineering, and data science see their users work firsthand, and create documents, videos, and other materials that explain to the care team how our tech teams work and how they can contribute
Use AI to work more efficiently:

apply AI tools to drafting documentation, analyzing survey and usage data, and building training materials
3+ years in product operations, product support, implementation, training, or a similar role working closely with product and engineering teams on software used by operational teams
~ Healthcare experience, especially in care delivery, digital health, or value-based care
~ Experience acting as the bridge between end users and technical teams, including triaging issues and writing clear, reproducible bug reports
~ Track record of planning and running software rollouts, including training, communications, and user support through launch
~ Experience creating training materials, documentation, or user guides that people actually use and that drive successful feature adoption
~ Comfort working with data: you can use monitoring or analytics tools, pull together usage data, and explain what youre seeing to non-technical audiences
~ Strong project management and organizational skills, with the ability to keep many recurring processes and deadlines on track at once
~ Practical experience using AI tools in your day-to-day work, and curiosity about where they can help
~ Experience with Datadog or similar monitoring and product analytics tools
Experience configuring in-app guidance (walkthroughs, tooltips) or other no-code product tooling
Experience with QA or software testing
You keep a lot of moving parts on track: release notes, calendars, roadmap decks, surveys, training updates. You write release notes, training materials, and summaries that are short, accurate, and easy to act on. You build relationships across product, engineering, operations, and training. Continuous improvement.

You treat documentation and process as things that need ongoing upkeep, not one-time projects.
You use AI tools to work faster and produce better materials, and you know where you need to check the output before it goes to users.

They anchor our business decisions, including how we grow, the products we make, and the paths we choose (or dont choose).
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. Were here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. Be cautious of

recruitment fraud

, and always confirm that communications are coming from an official Thyme Care email.