Product Operations Lead

OUR MISSION

We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. 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 person’s cancer journey: caregivers, oncologists, health plans, and employers.

As a tech-native organization, we believe technology should strengthen the human connection at the center of care. That only happens when the people using our tools understand them, trust them, and have a clear path to get help when something isn’t working. Strong product operations is how we close the gap between what we build and how it’s used every day.

Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters.

WHAT YOU’LL DO

We’re 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. You’ll connect our product and engineering teams with the care team: you’ll know how our products work in practice, spot problems early, and make sure changes land smoothly.

The work is broad. It covers first-line triage and user support, rollout planning, training and documentation, usage monitoring, and the operating rhythm of the product organization. Many of these processes exist informally today, and you’ll have room to formalize and improve them. You’ll partner closely with product managers, engineering, quality engineering, data science, service design, our training team, and Care Delivery and Enrollment operations.

Additionally, you will:

• 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 contri…