The Position

Summary

We are seeking a highly organised and execution focused Product Operations professional to own the end-to-end operations of our Chronic Disease Management Program (CDMP) across multiple markets. This role is accountable for ensuring CDMPs operate smoothly on a day-to-day basis, operating with a high degree of autonomy, while building scalable, repeatable operational foundations for growth.

This is a hands-on operations role, especially during launches, ramp ups, and periods of operational peak. The successful candidate will be comfortable directly supporting program operations when required, while also owning the design, improvement, and scaling of the underlying operational model.

Responsibilities

1) Program Operations & Delivery

·     Own end‑to‑end day‑to‑day operations for all live CDMPs, with accountability for operational performance and outcomes, including member onboarding, enrolment tracking, and program administration.

·     Be hands‑on when required (e.g. onboarding members, clearing backlogs, resolving operational issues), particularly during launches, scale‑ups, or periods of operational peak.

·     Identify recurring operational issues proactively, drive improvements and resolve issues independently wherever possible to stabilise and scale program operations over time.

2) Vendor Operations Management

·     Serve as the primary operational interface with the coaching vendor.

·     Coordinate and oversee day‑to‑day vendor workflows, including: 

–     Member onboarding and coach assignment

–     Coaching capacity planning and operational readiness

–     Operational issues, escalations, and resolution tracking

·     Ensure vendor execution aligns with agreed SOPs, SLAs, and contractual requirements, while constructively challenging vendor assumptions, capacity models, and ways of working where needed

3) Process Design, SOPs & Operational Playbooks

·     Own, define, and continuously improve end‑to‑end operational process flows across internal teams, vendors, and client Business Units, including simplifying and evolving the operating model as CDM scales.

·     Create, maintain, and regularly update Standard Operating Procedures (SOPs) including but not limited to: 

–     Member onboarding and enrolment

–     Vendor and coaching operational workflows

–     Support and escalation processes

–     Program administration, reconciliation, and reporting

–     Review SOPs with various stakeholder, including but not limited to compliance and legal to ensure we meet regulatory standards

·     Support creation and updates of Statements of Work (SOWs) and other operational documentation as part of client and vendor engagements.

4) Cross‑Functional & Client Collaboration

·     Manage day‑to‑day operational communications with client Business Units, external vendors, and internal teams including Product, Project Management, Legal, Risk & Compliance, Operations, and Support.

·     Partner closely with Product Managers and Project Managers to ensure operational readiness, post‑launch stabilisation, and smooth transition into steady‑state operations, with clear authority to make day-to-day operational decisions.

5) Program Launch & Market Expansion Support

·     Support new CDMP and market launches from an operational readiness and execution perspective.

·     Localise, align, and validate operational workflows and vendor processes for new markets.

·     Ensure launches transition cleanly into BAU operations with clear documentation and ownership.

6) Reporting & Operational Governance

·     Prepare and contribute to operational reporting for key forums including Monthly Business Reviews (MBRs), Quarterly/Program Business Reviews (QPBRs), and weekly operational or cross‑functional meetings, with accountability for performance, risks and remediation actions.

·     Track operational KPIs, issues, risks, and dependencies across programs and vendors.

Candidate Profile

Experience and Qualifications

·     Experience: Over 5–8+ years in product, program, or operations roles supporting complex, multi market programs; experience in regulated industries preferred.

·     Operational expertise: Proven ability to run end‑to‑end program operations, work hands‑on during peaks or launches, and scale repeatable operational models.

·     Vendor management: Strong experience managing external vendors, SLAs, escalations, and operational performance.

·     Process & documentation: Demonstrated ability to design, document, and improve SOPs, playbooks, and end‑to‑end workflows.

·     Cross‑functional collaboration: Comfortable partnering with Product, Project Management, Legal, Compliance, Operations, and client Business Units.

·     Analytical & reporting skills: Experience tracking operational KPIs, risks, and issues and contributing to MBRs/QBRs and operational governance.

·     Ways of working: Highly organised, execution‑focused, adaptable, and comfortable operating in ambiguity with strong ownership mindset, including the confidence to challenge existing ways of working and a strong appetite to learn and improve

·     Nice to have: Experience in digital health, chronic disease management, coaching‑based models, SOWs/contracts, or market expansion.

·     Bachelor’s degree required; advanced degree (MBA or relevant) strongly preferred.