Accurx
HealthTech
UserSupportOperationsManager(Product)
“User Support Operations Manager (Product) at Accurx. Skills: Launch Sign-off, Operational Excellence, Post-Launch Insight, Cross-Functional Coordination, Data Integrity & Insight, People Management, Pod Accountability, Maintaining the Frontline Connection, Extended Support. own launch readiness and success, providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support. build and maintain launch playbooks, setting standard checklists to ensure we ”
What You'll Achieve.
ensure we keep pace with the roadmap without sacrificing quality; turning reactive support into strategic insight; deliver high-quality help content and tagging taxonomies under tight deadlines
Industry & Context.
participate in the senior weekend cover rota
What They're Looking For.
Must Have
proven track record of coordinating successful product launches in a fast-paced environment, project management skills and are comfortable managing multiple concurrent timelines and cross-functional stakeholders, accountable mindset, setting high standards and holding people to them rather than simply chasing a to-do list, comfortable interpreting user data and adoption metrics to ensure we are capturing the right insights for the business, experience managing senior individual contributors and can work constructively across product, engineering, and design, seasoned User Support Manager or Support Operations lead with a proven track record of managing product releases in a fast-moving SaaS or HealthTech environment, someone who can lead a team of specialists to deliver high-quality help content and tagging taxonomies under tight deadlines
What You'll Do.
own launch readiness and success
providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support
build and maintain launch playbooks
setting standard checklists to ensure we remain coordinated as our launch volume increases
own post-launch reporting and act as a key stakeholder in retrospectives
synthesising what went well and what users struggled with into actionable narratives
act as the point of contact for product teams
using Slack and Linear to manage visibility
and ensure support has a voice in product decisions
define tagging taxonomies in Intercom to ensure we are capturing the right data to turn user friction into actionable narratives for product teams
line manage a team (~2-3 people)
owning their performance reviews
and delivery against pod priorities
setting weekly priorities
ensuring consistency across all workstreams and flagging capacity risks to leadership
spend ~15% of your time online as a senior resource responding directly to users
ensuring you stay grounded in the current product experience
participate in the senior weekend cover rota to ensure our users are supported seven days a week
How You'll Work.
Team & Collaboration
essential bridge between our frontline support operations and the product teams; work constructively across product, engineering, and design
Process & Methodology
set the plan, define the timeline, hold people accountable to a high "definition of done", managing multiple concurrent timelines and cross-functional stakeholders
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