Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

As the Senior Program Manager, Product Operations, you will report to the Director of Product Operations and play a central role in executing our Product strategy within the Enterprise Platforms organization. Through quantitative and qualitative measures, you will convert product priorities into tactical execution plans and monitor timelines and progress. Working closely with Engineering Operations, you will optimize key aspects of our Product cycle from feature conception through delivery, and work with Product Managers to optimize and unify throughput.

You will play a key role in our annual and quarterly planning cycles, reporting on Product Management KPIs, and providing data to make informed decisions about resource allocation and utilization. You see the big picture, while thriving in the details needed to drive daily progress.

If you have a passion for improving organizational operations and leveraging data to inform key strategic decisions, we’d love to hear from you.

Core Responsibilities:

Cross-Functional Process Optimization

Subject matter expert in the Product Development Lifecycle.
Leads the definition, documentation, visibility, and alignment on the Amwell Product Development Lifecycle (PDLC).
Collaborates across Product, Architecture, Engineering, Design, Analytics, and stakeholder teams to ensure organization has clarity and ownership for all processes within the PDLC.
Requirements: Refines & maintains templates, guidelines, how-to references, and resources for the documentation of product initiatives and ppics so the product team can operate efficiently and effectively.

Product Management Process & Tooling

Creates scalable processes for discovery and intake of future product iterations. Manage inbound request pipeline structure in partnership with Commercial and Services teams
Collects and communicates both qualitative and quantitative data from within and outside the product team. This can include data from experiments, product usage, customer feedback, feature requests, and support tickets as well as data from sales, marketing, and finance. 
Maintains templates, guidelines, how-to references, and resources related to product Initiatives and Epics so the product team can operate efficiently.
Product Management Toolset: Manages the product management tech stack and documents best practices so all team members use tools and follow processes consistently and effectively.

Product Planning (Annual & Quarterly)

Manages roadmap ceremonies across all product management teams (Home, Hospital, Converge, Conversa), collaborating with architecture and engineering leadership to communicate expectations and outcomes of the roadmapping processes.
Coordinates roadmap updates across our entire portfolio and maintains a central, regularly published roadmap.
Ensures clear and consistent communication between product and other teams, helping to identify areas for improvement and define business objectives.
Acts as a trusted advisor to executives, sharing relevant data to help leaders make informed decisions.
Manage key aspects of our operational planning cycle including – quarterly forecast by squad and business unit, projected delivery timelines by Initiative/Epic, variance to product plan
Lead program planning sessions that map product priorities to development teams based on feature size and team composition
Formulate and mine analytics associated with product utilization, feature utilization, profitability, and satisfaction
Collaborate with cross-functional teams on the set up, management, and optimization of the product development process to meet planning and delivery goals
Analyze and prepare reports on key business metrics of the product portfolio
Participate in annual planning activities associated with product strategy, staffing, and roadmap
Develop/manage visualization tools/dashboards

Internal coordination & Information exchange

Ensure product managers are corresponding with cross-functional stakeholders in standard formats and cadences
Ensure product managers are participating in product launch readiness using standard collaboration processes and tools with cross functional team such as: Training, Clinical, Support, Legal, and Marketing.
Oversee Product documentation including comprehensive guides, spotlight briefs and release notes
Release notes process/tooling coordination, optimization and distribution
Strategic Initiative execution coordination

Qualifications:

7+ years within a Product Development organization
Strong understanding of software development processes. Experience with agile software methodologies; Agile/Scrum certification a plus
Strong understanding of product management processes
Experience working in a Software/SaaS environment, in Product Operations or as a Product Manager, Product Owner, or Business Analyst
Exceptional project and program management abilities; ability to influence without direct authority
Worked in small, start-up environments as well as larger, more professional environments with the savvy to know how to best scale and build organizational capabilities, processes and tools
Outstanding organization and communication skills, both written and verbal
Passionate team player who is dedicated to the growth and development of the company, product, team, and individual
Fluency in JIRA for product planning and execution
Strong analytical skills, with experience using Google Analytics and Looker (or similar enterprise BI tool)

Additional information

Your Team:

Energetic, forward thinking, analytical and resourceful are a few words that describe the Product Operations team at Amwell.  This innovative team manages the product roadmap, optimizes processes to deliver products that delight users, and works closely with current and future customers as the operational experts of the Amwell R&D organization. Each member of this dynamic group works very collaboratively, defining, maturing, and communicating the product development lifecycle across all other Amwell teams. 

We enjoy working with colleagues inside and outside of the organization, and making our ideas come to life! If you love technology and want to be surrounded by a team of intelligent, fast paced and energetic team members, this may be the team for you! Come join the excitement!

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

The typical base salary range for this position is $126,000.00 - $173,250.00. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Unlimited Personal Time Off (Vacation time)
401K match
Competitive healthcare, dental and vision insurance plans
Paid Parental Leave (Maternity and Paternity leave)
Employee Stock Purchase Program
Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
Free Subscription to the Calm App
Tuition Assistance Program
Pet Insurance

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Are you authorized to work in the US? *

Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to legally work in the United States? *

What is your desired salary? *

How did you hear about this role? *

Candidate self-selected source.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Amwell’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

Autism
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
Blind or low vision
Cancer
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or hard of hearing
Depression or anxiety
Diabetes
Epilepsy
Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
Intellectual disability
Missing limbs or partially missing limbs
Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.