About Us:    

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided. 

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

Job Description:     

The Senior Product Manager, Operational Systems is a strategic new role responsible for owning and scaling the operational platform that enables Client Success, Client Operations, and Revenue teams to deliver exceptional service efficiently.

This role owns a portfolio of internal-facing products and integrations that power client onboarding, configuration, support operations, reporting, and ongoing lifecycle management. Key domains include:

• Salesforce (Service Cloud & Sales Cloud)
• Platform integrations between Salesforce and First Stop Health systems
• Client Manager tooling
• Client reporting and analytics delivery
• Census file intake workflows
• Internal and client-facing support portals

This position operates as a platform owner and strategic partner to Client Success and IT, translating operational complexity into scalable, reliable, and intuitive product solutions.

Responsibilities:    

Product Ownership & Strategy

• Define and own the product vision, strategy, and roadmap for Client Support and Revenue-enablement capabilities
• Treat internal tools and workflows as first-class products, with defined success metrics and continuous iteration
• Partner deeply with Client Success and Client Operations leadership to understand pain points and future-state needs
• Balance short-term operational improvements with long-term platform scalability and cost efficiency

Salesforce Integrations & CRM Strategy

• Serve as subject matter expert for Salesforce, with depth in Service Cloud and strong working knowledge of Sales Cloud
• Own integration strategy between Salesforce and the First Stop Health platform, ensuring data integrity and clear system-of-record governance
• Define and manage integration requirements supporting client contracting, service activation, and help desk workflows
• Partner with IT and Engineering to implement scalable integration patterns, monitoring, and long-term maintainability

Client Management Tooling

• Own the Client Manager experience as a two-sided product supporting internal teams and client-facing workflows
• Productize client reporting into scalable, standardized delivery models that reduce operational burden
• Improve census file intake processes to reduce manual effort and error rates
• Evolve client self-service and support capabilities to increase transparency and efficiency
• Ensure client-facing workflows are aligned with internal systems, data models, and operational realities

Cross-Functional Collaboration & Delivery

• Lead discovery efforts to translate operational needs into clear product requirements
• Partner with Engineering to define MVP scope, assess architectural tradeoffs, and drive high-quality delivery
• Collaborate with IT, Data, Security, and Compliance to ensure reliability, scalability, and regulatory alignment
• Communicate roadmap, priorities, and outcomes clearly to stakeholders at all levels

Requirements:    

Education:

• No specific educational requirements; equivalent practical experience required.

Experience:

• 7+ years of product management experience
• Ownership of complex internal platforms or tooling in B2B or B2B2C environments
• Deep hands-on Salesforce experience (Service Cloud required; Sales Cloud preferred)
• Proven experience managing integrations, APIs, and data-heavy workflows
• Experience building products for internal operational teams such as Client Success or Support
• Strong track record delivering technically complex initiatives in partnership with Engineering and IT
• Experience in healthcare, benefits administration, or regulated environments strongly preferred

Skills:

• Exceptional cross-functional relationship builder
• Clear, executive-level communicator
• Data-informed decision maker with strong internal-product metrics discipline
• High ownership mindset; comfortable operating in ambiguity
• Empathetic toward internal users; focused on simplifying complex workflows
• Strong discovery and prioritization skills in multi-stakeholder environments
• Systems thinker with end-to-end workflow ownership
• Technical fluency and credibility with Engineering

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.

To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at careers@fshealth.com