Product Operations Associate

Job Title: Product Operations Associate

Department: Care Delivery Product

Location: Remote

Reports To: Head of Care Delivery Product

About Birches Health:

Online gambling has taken over the US. Over 200 million Americans now regularly bet on sports and the rates of gambling addiction have skyrocketed since online gambling’s legalization. As widespread gambling creates record levels of addiction, debt, and bankruptcy, millions of problem gamblers still cannot access specialized, comprehensive care that they desperately need.

At Birches Health, we’re beating the online gambling epidemic with virtual therapy for gambling addiction from specialized clinicians. Our care is covered by insurance and state funding to ensure access to treatment for problem gamblers. We work with patients throughout their gambling addiction journey to improve clinical outcomes and reduce healthcare costs.

Our mission is to build the medical and technological infrastructure for behavioral addiction in the US to make sure millions of patients receive the highest quality clinical outcomes and path to recovery they deserve. We’re backed by leading healthcare and gaming investors including General Catalyst, AlleyCorp, Will Ventures, Defy, Haystack, Operator Partners, and C-suite angels at private and public companies.

Join us to bring addiction care into the present day.

What You’ll Do:

• 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 View email address on click.appcast.io.

Compensation is determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.