Product Operations Associate

About the Role Care Delivery Product owns the systems clients and providers use every day at Birches: the Client Portal, our EHR, AI & clinical documentation and measures, provider workflows, and the integrations and reporting that connect them. You will be the person who makes sure what we decide to build gets specified, configured, tested, launched, and communicated well. This is an execution role with real ownership. You will write the tickets engineering builds from, configure and QA changes in the EHR and our Client Portal, run launch plans, keep the org informed of our project statuses & timelines, and build the feedback loop that tells us what to do next. You will work directly with engineering, clinical leadership, clinical operations, and client engagement, and you will be the front line for triaging & organizing work. This role fits someone who has spent time in a client-facing or support role, moved into operations or project coordination, and wants to keep going. You know what it looks like when a product and the people using it are out of sync, and you have fixed it by building the process that was missing. You treat QA and documentation as part of the work, not something that gets done when there is time. What You’ll Own

• Write engineering tickets with clear user stories and acceptance criteria, resolve open questions with the relevant team(s) before refinement, and refine tickets with engineering

• Configure Healthie content and workflows, including note templates, measure forms, and appointment and scheduling settings, and take each change through review before it goes live

• Track enhancement and fix requests from triage through delivery, and keep requesters informed on status

• Perform and document QA and UAT against configuration changes and engineering releases

• Execute launch plans: assign and track tasks, chase sign-offs, and keep the launch on its date

• Draft release notes and change management materials for providers, Client Success Specialists, and internal teams, and coordinate how and when they go out

• Maintain project status updates and roadmap items in Linear on a weekly cadence

• Collect, organize, and triage stakeholder and user feedback on a regular cadence, and bring patterns back to the product manager with a recommendation

• Pull usage and data quality numbers from Metabase and PostHog as needed What We’re Looking For

• Three to six years of experience, with at least one in a product operations, project coordination, implementation, or digital product owner role

• A background that includes customer-facing or support work, and the habit of asking what the user actually needed when a process breaks

• Experience writing tickets or requirements that engineers built from, and refining them in a Kanban process

• QA or UAT experience: testing against defined scenarios, catching defects before release, and documenting results

• Experience configuring and administering at least one software platform (EHR, CRM, LMS, support desk, or similar)

• Fluency in work-tracking tools (Linear, Jira, Asana, Tability)

• Clear written communication: status updates, release notes, and tickets that do not require numerous follow-up questions

• Experience coordinating across teams and vendors without direct authority

• At least one example of building a process where none existed and making it the standard Nice to Have

• Experience in behavioral health, healthcare, or another regulated industry where configuration changes carry compliance weight

• Familiarity with Healthie or another EHR

• Basic SQL, or experience building dashboards in Metabase, Sigma, Tableau, or similar

• Exposure to webhooks, APIs, or third-party integrations

• CAPM, PSPO, PMP, or similar certification Compensation: $70,000 - $100,000 annually including above-market equity and benefits. If you're interested in this role, please email [email protected]. Compensation is determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.