Product Operations Lead at Ilara Health

About the Role

Ilara Health is looking for a Product Operations Lead to help launch and manage new health tech products in Nairobi and Kisumu clinics and hospitals. Our products aim to improve clinic efficiency and quality of care by allowing practitioners to record patient information, set appointment dates, and communicate directly with the patients. As the Product Operations Lead, you will lead a team of Product Operations to acquire, onboard, monitor, sustain and grow usage, train, collate feedback, and ensure customer satisfaction of the Ilara software.

The key goal will be to monitor, troubleshoot and provide feedback from the customers while using Ilara’s software.

You will liaise with cross-functional internal teams to continuously improve the entire customer experience.

Job Duties and Responsibilities

• Provide support to customers on the function and usage of the software.
• Onboarding new facilities to the Patient Management tool
• Ensure optimal usage of each onboarded facility
• Identify opportunities and convert facilities into the EMR
• Provide outstanding customer service to ensure customer satisfaction.
• Work with the Product team to ensure that products and services meet customers’ current and future needs.
• Facilitate continuous training to the EMR facilities
• Identify process improvements to achieve goals related to product marketing and customer support.
• Record product defects and appropriate resolutions.
• Maintain accurate and complete product-related information.
• Share feature requests and effective workarounds with Your team
• Gather customer feedback and share with internal teams.
• Inform customers about new features and functionalities

Minimum Requirements

1. Ability to multitask, prioritize, and manage time effectively
2. Excellent communication and problem-solving skills
3. Some experience in a tech-focused sales, operational, or design role preferred