Product Manager / Senior Product Manager, Customer Care

About Soda Health 

Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America.  We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively.  Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement.  That is a win for everyone. Soda Health is a Series B stage company, backed by leading investors including Define Ventures, General Catalyst, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners.

The Job at a Glance 

Reporting to the Senior Director of Customer Care, you will help define and build new products at a fast-growing health-tech startup.  This includes gathering requirements, working through complex details, creating timelines, and delivering clarity from ambiguity, all while maintaining a focus on our end users.  Developing alignment between internal stakeholders and external partners will be a regular occurrence to ensure the successful end-to-end deployment of new products. You will be focused on managing Care tooling, Care vendor operational reporting and learning/knowledge management functions to help ensure that Soda Health is able to deliver top notch care during each member engagement with our frontline Customer Care teams while also helping us continue to scale. 

What You Will Do 

Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same.  Typical responsibilities of the role include:  

• Taking ownership of Customer Care tooling, reporting and training enhancements/buildouts within our custom software as well as our integrations/third party toolsets 

• Extensive thought partnership and collaboration across the Customer Care ecosystem (internal/external) 

• Scoping and solutioning for key areas on the Customer Care roadmap  

• Acting as accountable and responsible for features being delivered on-time and with exceptional quality 

• Managing the product lifecycle, roadmap, and backlog for Care-related aspects of our proprietary software based on Care needs  

• Serving as Soda Health’s subject matter expert (SME) in your areas of ownership 

• Setting sprint priorities and goals in partnership with Care Operations, Engineering, external vendors, etc. 

• Leading product rollout tasks, driving relevant configuration, testing, and analytics functions 

• Handling related feature go-live considerations, such as tooling, training and knowledge base update needs, and similar activities 

• Championing communication with everyone you encounter to ensure alignment on expectations, process, and timelines 

About You 

While every candidate brings a unique resume and prospective, an ideal candidate will include:  

• Someone who brings expertise and authenticity to the table with a willingness to share, learn and teach 

• Abilities to use data to make decisions, but also to use good judgment when data is not available 

• 2-5+ years of experience in product positions in a technology, healthcare, customer care/learning management and/or retail settings 

• Salesforce Service Cloud admin experience/certification is a plus 

• In-depth telephony platform configuration and reporting knowledge 

• Strong analytical and problem-solving skills that allow for blending knowledge of product and technology to develop and execute a product roadmap 

• Track record of keeping up with new requests and breaking them down into a roadmap and backlog 

• Experience in a start-up or growth-stage business  

• Familiarity using project management tools (e.g., Jira) and virtual collaboration platforms (e.g., Miro) 

• Passion to dive into both minute details and strategic plans 

• Self-motivated builder/operator who can meet deadlines while embracing an ambiguous workspace 

• A high level of emotional intelligence and human-centeredness in daily interactions and a desire to build strong relationships 

• Commitment to building a diverse culture that is highly collaborative, strives to set and achieve goals together and embraces transparency, innovation and accountability 

• A clear passion for, if not experience in, addressing health inequities 

• Bachelor’s degree or similar experience strongly preferred  

Other Requirements

• Travel may be required from time to time as part of the role, for company events and business needs
  
  
• Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request   

• Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future 

• All offers for employment are contingent upon successful completion of a background check 

What We Offer 

• Competitive base salary ranging from $124,200 to $155,250 discretionary bonus, and equity; depending on experience/qualifications
   
• Benefits  
  • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 
  • 100% Employer Paid Short-Term & Long-Term Disability 
  • 100% Employer Paid Basic Life Insurance Policy  
  • Employee Assistance Program (EAP) 
  • 401(k) Program
    
    
• Unlimited PTO
  
  
• Paid holidays
  
  
• Parental Leave
  
  
• Flexible work schedule within core hours
  
  
• Work anywhere in the USA as we are a fully distributed team from coast to coast 

 

Soda Health Inc. is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com. 

Soda Health participates in E-Verify, the federal program for electronic verification of employment eligibility. 

To all recruitment agencies: Soda Health does not accept agency resumes, please do not forward them to any Soda Health employees.