From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.
Job Title: Senior Product Operations Manager
Reports To: SVP, Product – Internal Hub Operations
POSITION SUMMARY
The Senior Product Operations Manager plays a critical role in bridging product management and operational execution across CareMetx product lines, with primary alignment to the internal hub operations team. This role is responsible for ensuring all productization activities are completed and validated prior to a product launch — for example, the release of a new product, major feature, or capability — while also driving ongoing product operations including marketing coordination, documentation development, and patient journey mapping. This role is product-focused: it governs launch readiness and operations at the product level and is distinct from client-specific implementation or onboarding, which is owned by the Implementation team. Supporting provider-facing, pharmacy, and external hub product lines, the Senior Product Operations Manager serves as a central connector between cross-functional teams — ensuring products are launch-ready, well-documented, and operationally supported throughout their lifecycle.
PRIMARY DUTIES AND RESPONSIBILITIES
Project Management & Launch Readiness
- Serve as accountable party for tracking and driving all productization workstreams required for product launches (new products, major features, or capability releases) across internal hub, pharmacy, and external hub product lines.
- Define and maintain pre-launch checklists for product releases, ensuring all cross-functional deliverables (operations, technology, compliance, marketing, documentation) are complete and approved prior to a product's go-to-market date.
- Partner with Product and Operations teams to plan and sequence product launch activities, milestones, and dependencies — prior to initiating internal and external communication.
- Proactively identify and escalate risks, blockers, and gaps in product launch readiness; facilitate resolution with appropriate stakeholders.
- Participate in Quarterly Product Business Reviews, providing updates on product launch readiness, product operations status, and key initiatives.
- Publish regular status updates and product launch readiness reports to stakeholders, including the SVP, Product.
Product Operations
- Coordinate with the marketing team on collateral, messaging, and campaign execution related to product launches and updates.
- Contribute to internal product documentation including operational playbooks, workflow guides, and standard operating procedures, working alongside other teams such as training where applicable.
- Provide input on external-facing product documentation such as client-facing materials, provider guides, and patient support resources, in coordination with PMs and Product Owners.
- Create and maintain patient journey maps that reflect standard product workflows across all supported product lines (provider, pharmacy, and external hub), ensuring maps are updated as products evolve. Maps represent the product's designed workflow, not individual client configurations.
- Partner with Product Management and Operations teams to validate patient journey maps against standard product workflows and identify experience gaps or improvement opportunities at the product level.
- Organize and maintain a centralized repository for all product operations assets, ensuring accessibility and version control.
- Build reusable templates and standardized documentation frameworks to scale product operations capabilities across product lines.
General
- Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
- Performs other related duties as assigned.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS
- Minimum of five (5) years of experience in product operations, project management, or a related role; experience in healthcare, pharmaceutical, or hub services industries strongly preferred.
- Demonstrated experience managing cross-functional projects and driving deliverables to completion in a fast-paced environment.
- Experience creating and maintaining product or operational documentation for both internal and external audiences.
- Experience developing patient journey maps or similar workflow/process documentation preferred.
- Bachelor’s degree in business, healthcare administration, communications, or a related field, or equivalent combination of experience and education.
- PMP, CSM, or equivalent project management certification preferred.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS
- Strong project management skills with the ability to manage multiple concurrent workstreams, adjust priorities, and meet deadlines in a dynamic environment.
- Excellent written and verbal communication skills, including the ability to create clear, concise documentation for varied audiences.
- Experience with patient journey mapping, workflow design, or operational process documentation.
- Ability to navigate a matrixed organization and collaborate effectively across product, operations, technology, compliance, and marketing teams.
- Strong organizational skills with an eye for detail; ability to maintain accuracy across high volumes of documentation and project artifacts.
- Analytical aptitude with the ability to identify process gaps and recommend improvements.
- Proficiency with project management tools (e.g., Smartsheet, Jira, Lucid) and documentation platforms.
- Familiarity with CRM or marketing automation platforms (e.g., HubSpot, Salesforce) a plus.
- Knowledge of hub services, specialty pharmacy, patient support programs, or reimbursement services preferred.
- Self-directed and results-oriented; comfortable working with limited information and ambiguity in a high-growth environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit.
- The employee must occasionally lift and/or move up to 10 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule
- Must be flexible on schedule and hours.
- Some travel may be required.
CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
