· Business Architecture: Define and document the business architecture for operational functions, including Call Center and Program Design. Map current-state processes, identify gaps, and design future-state models that enable scalable, efficient service delivery aligned with Pyx Health’s mission.
· Functional Requirements Definition: Lead the elicitation, documentation, and validation of functional requirements for operational programs and systems. Partner with business stakeholders, Call Center leadership, and technology teams to translate business needs into clear, actionable specifications.
· Prototyping & Solution Design: Develop prototypes, workflows, and mock-ups to validate operational concepts and proposed solutions prior to full-scale implementation. Leverage AI-assisted prototyping tools—such as Claude Code or GitHub Copilot—to accelerate solution design, automate documentation, and rapidly iterate on operational models. Facilitate review sessions with stakeholders to gather feedback and iterate rapidly on designs.
· Program & Project Management: Own end-to-end program and project management for operational initiatives using Aha! as the primary planning and roadmap tool. Define scope, timelines, milestones, and success metrics. Coordinate cross-functional workstreams and ensure on-time delivery within budget.
· Call Center Operations Support: Serve as the product management lead for Call Center operational programs, partnering with Call Center leadership to define workflows, staffing models, quality standards, and technology enablement strategies that support member engagement and service excellence. Drive the configuration and optimization of Salesforce-based call center platforms, with a preference for candidates experienced in Salesforce Health Cloud and Agentforce, to enable intelligent case management, member outreach, and agent productivity within a service-based care model.
· Program Design & Development: Design, iterate, and optimize operational programs from concept through launch. Apply structured program design methodologies to ensure programs are evidence-based, member-centered, and scalable across markets and populations.
· Documentation & Reporting: Create and maintain comprehensive documentation including business requirements, process flows, program playbooks, and project status reports. Provide regular updates to leadership on program performance, risks, and outcomes.
· Stakeholder Collaboration: Collaborate with cross-functional teams including Clinical, Technology, Data & Analytics, Finance, and external partners to design and deliver integrated operational solutions. Facilitate alignment across departments and manage competing priorities effectively.
· Continuous Improvement: Monitor program outcomes and operational metrics, identifying opportunities for improvement and innovation. Champion a culture of continuous learning and data-driven decision-making across operations.
· Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field (or equivalent work experience).
· 5+ years of experience in product management, program management, or operations management, preferably in a healthcare or technology-driven organization.
· Demonstrated experience in business architecture, including process mapping, gap analysis, and future-state design.
· Strong experience writing functional requirements, user stories, and business process documentation.
· Hands-on experience with Aha! or equivalent product/program roadmap and project management tools.
· Experience working with or within Call Center environments, including familiarity with workflows, quality assurance, and performance metrics. Hands-on experience with Salesforce in a call center-based service operation is strongly preferred, with Salesforce Health Cloud and Agentforce experience considered a significant differentiator.
· Salesforce platform experience in a healthcare or member-services call center context, including configuration, workflow design, and reporting. Familiarity with Health Cloud data models (member/patient records, care plans, timelines) and Agentforce capabilities (AI-assisted agent guidance, case deflection, automated workflows) preferred.
· Proficiency in prototyping methods and tools to model operational workflows and solution concepts prior to implementation. Hands-on experience with AI-assisted prototyping tools is strongly preferred, including Claude Code (Anthropic) or GitHub Copilot, enabling rapid iteration on workflow designs, automated documentation, and low-code/no-code proof-of-concept development in collaboration with technical teams.
· Excellent organizational, analytical, and communication skills with the ability to manage multiple priorities simultaneously.
· Experience in healthcare, behavioral health, or member engagement programs preferred.
