Product and User Operations Specialist

Job not on LinkedIn

November 7

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

⚙️ Operations

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Novellia

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Healthcare Insurance • SaaS • Biotechnology

Novellia is a free personal health tool powered by users' health data, designed to provide individuals with control over their health records. The platform consolidates medical records into a single secure, shareable repository, offering personalized education on health conditions and medications. Novellia collaborates with top life science organizations to match users with clinical trials and contribute to future treatment innovations. The company is committed to understanding the patient experience through partnerships with patient advocacy groups and experts, providing a simplified, accessible health management solution.

2 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧬 Biotechnology

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.