Technical Operations Lead

Company Overview:

At Function Health, our mission is to revolutionize healthcare by making comprehensive health insights and personalized care accessible to all. Recognized as one of Fast Company’s Most Innovative Companies of 2024, we are committed to excellence in the health technology sector. Venture-backed by top VC fund Andreessen Horowitz (a16z), we are growing our team with a hiring north star that guides us to seek out and cultivate talent that is not only technically excellent but also passionately aligned with our goal to innovate and empower. We seek individuals eager to make a significant impact on global health, with a relentless bias toward action and a growth mindset. In our collaborative and dynamic environment, we build our future together, focusing on a shared commitment to transforming lives through new technologies.

Role:

We are seeking a highly detail-oriented and strategic Technical Operations Specialist to join our Member Experience team. In this role, you'll serve as a critical link between product management and operational teams. The ideal candidate will diagnose and resolve technical issues, track and document bugs, and provide actionable insights to enhance the member experience. This position requires a strong understanding of product development as well as excellent communication and problem-solving skills.

Key responsibilities include identifying system inefficiencies, analyzing data to prioritize product fixes and enhancements, and working with cross-functional teams to influence product updates. The ability to manage multiple projects, prioritize tasks based on impact, and think proactively about operational risks is crucial.

Key Responsibilities:

• Technical troubleshooting, tracking, and reporting
  • Diagnose and resolve system bugs and issues.
  • Identify, track, and prioritize bugs that affect the member experience, ensuring they are escalated and addressed promptly.
    
  • Maintain thorough documentation of issues, resolutions, and recurring problems, and manage bug tickets using tracking tools to ensure effective communication and timely updates across teams.
• Risk management
  • Conduct comprehensive assessments to identify gaps, issues, and potential risks that could impact the member experience.
  • Prioritize identified issues based on risk level, volume, and business impact to ensure effective resource allocation.
  • Analyze data to uncover trends, risks, and pain points, providing data-driven recommendations to mitigate risks and improve the overall member experience.

• Cross-functional collaboration
  
  • Work closely with Technical Product Managers, Member Experience, and Ops troubleshooting team.
  • Provide clear, timely updates on ongoing technical issues, bug resolutions, and strategic improvement plans to ensure alignment and informed decision-making across teams.
  • Work closely with training teams to ensure the broader Member Experience team is well-informed and equipped with up-to-date troubleshooting procedures and best practices, fostering consistency and efficiency in member support.

Qualifications/Skills:

• Bachelor’s degree in a related field or equivalent work experience.
• 4-6 years of experience in product management. technical support or development/QA, or other relevant domains
• Strong problem-solving skills and the ability to think critically in high-pressure situations.
  
• Experience with bug tracking software (e.g., Jira, Bugzilla) and customer relationship management (CRM) systems.
• Excellent verbal and written communication skills, with the ability to translate technical information into user-friendly language.
• Ability to work cross-functionally with technical and non-technical teams.
• Strong organizational skills with the ability to prioritize tasks effectively.

FAQ’s

• What is Function’s approach to remote work? Function is 100% remote across the United States, from Austin to New York to San Francisco. We meet up in person on occasion.
• Who works at Function? We’re small but growing! The team includes: Pranitha, Mike, Jonathan, Dr. Hyman, Tova, Erika, Aaron, Sean, Amy, Kiara, and many more.

At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.