Agent Operations, Assort Health

• 2–4 years of experience in product management, implementations, consulting, BizOps, or a similar role at a technology company
• Technical fluency — comfortable working directly with engineering, writing basic scripts or queries, and building functional internal tools; you don't need to be an engineer, but you should speak the language
• Strong analytical skills — ability to interpret complex data sets, define what to measure, verify accuracy, and translate findings into actionable decisions and recommendations
• Experience translating business needs into actionable requirements for technical teams; you bridge the gap between operational pain and engineering solutions
• Operational rigor — you build systems that scale, documentation that actually gets used, and processes that stick
• Bias toward building — you see a manual process and immediately think about how to automate it
• Highly effective verbal and written communication skills with good people instincts; able to build trust and work effectively with a diverse group both inside and outside the company
• Strong attention to detail and ability to solve complex, interdependent problems; you take a proactive, consultative approach
• Ruthless prioritization, organization, and time management — you work well under pressure with a high degree of adaptability in a fast-paced, rapidly changing environment
• Passion for helping healthcare organizations and the colleagues who serve them
• Willingness to travel 4x per year for team offsites and operator shadowing sessions

Desirable

• Partner directly with engineering to design and build internal tooling and automations that make implementations faster, more consistent, and less manual. This includes:
• Transfer analysis tooling
• Agent sentiment and conversation analysis
• Internal and external testing frameworks for agent QA
• Deployment and onboarding workflow automations
• APM productivity tools that reduce repetitive manual work
• You'll identify the highest-leverage build opportunities by staying close to the APM team's day-to-day and translating operational pain into product requirements
• 📊 Agent Analytics & Data Integrity
• Own the data and reporting layer for agent performance. You'll define what we measure, ensure accuracy, and surface the insights that drive product and operational decisions
• Build and maintain dashboards that give APMs and engineering real-time visibility into how deployed agents are performing
• Track key agent metrics — sentiment, transfer rates, drop-off patterns, call outcomes — and flag anomalies
• Ensure data pipelines are reliable and that what we're reporting accurately reflects what's happening in the product
• 📈 Team KPI Reporting
• Own the reporting infrastructure for the Agent PM org's key performance metrics
• Maintain recurring dashboards and reports for leadership covering implemented and live ARR, time to value, and launch delays
• Serve as the team's source of truth for operational performance data
• Surface trends and insights that inform strategic decisions
• ⚙️ Implementation Process Improvement
• Drive process improvements across the agent implementation lifecycle — from onboarding through testing and deployment
• Identify friction points in how agents are configured, tested, and launched
• Partner with engineering to close gaps and build better workflows
• Document and scale what works; retire what doesn't
• 🔬 Product-Adjacent Special Projects
• Take on analytical and research projects that support product decisions
• Benchmarking and performance analysis
• Implementation process playbooks and internal tooling used for New Product implementations
• Ad hoc research in support of APM and product leadership
• This is a rare opportunity to shape the operational and technical foundation of a product team at a high-growth AI healthcare company
• You'll have direct impact on how agents get built and deployed, work closely with engineering and product leadership, and own a portfolio of work that spans data infrastructure, tooling, and strategy
• There's real scope to define what this function looks like at Assort