Product Manager, Member Operations

Job description

Chicago (Hybrid 3X a week in office) About Noto Noto is an AI-enabled platform transforming specialty therapy to help end the mental health crisis. Powering NOCD, Rebound, and future specialty therapy brands, Noto works across each specialty to streamline payer partnerships, enrollment, and care delivery operations to treat complex mental and behavioral health conditions. Our Brands NOCD is an award-winning digital health company focused on identifying people with obsessive-compulsive disorder (OCD) and helping them access evidence-based treatment. OCD affects over 181 million people globally and is ranked by the World Health Organization as one of the top 10 most disabling conditions. Today, NOCD manages the largest community of OCD patients in the world — and we’re just getting started. At Rebound , we’re building the future of trauma care. Over 140 million Americans have experienced trauma, yet effective care remains difficult to access. Our mission is to make recovery from trauma the norm, not the exception. Rebound delivers virtual, gold-standard trauma therapy, covered by most major insurance plans, alongside evidence-based tools and deeply supportive guidance. Our work is grounded in psychological science and survivor-centered design, helping people process traumatic experiences, break intergenerational cycles, and reclaim their lives. About the Role As a Product Manager, Member Operations , you’ll build products that help our 50+ person Member Operations team connect more people to life-changing care . Every day, our Member Advocates speak with hundreds of people looking for help — often during incredibly difficult moments in their lives. We take the responsibility of getting them connected to effective care seriously, and the tools we build for our team are a critical part of making that happen. You’ll build the products that help our Member Advocates deliver a higher-quality experience more efficiently — from AI-assisted workflows and enablement tools to simpler internal products and better self-service experiences for members . You’ll work across Product, Operations, Engineering, Design, Growth, and Clinical teams to improve the journey from someone expressing interest in therapy to starting care. This role comes with clear business ownership and measurable impact . You’ll use data, member and team feedback, rapid prototyping, and experimentation to improve conversion, reduce cost per converted call, and help more people successfully begin treatment. We’re looking for someone who is passionate about people, analytical, and biased toward action . You’re excited to get close to the people using your products, dig into the data, prototype solutions, work directly with engineers, and take initiative in turning ambiguous problems into products that meaningfully improve how people access mental healthcare. What You’ll Do Lead the product roadmap for how members interested in therapy start , with responsibility for improving the member journey from initial discovery and qualification through enrollment, scheduling, and treatment start. Drive measurable funnel improvements from the moment someone expresses interest in therapy by booking a free 15 minute call till they start care with a NOCD Therapist. Develop a deep understanding of our members , combining quantitative data with member interviews, call reviews, user research, and feedback from frontline teams to identify the highest-impact problems to solve. Build and optimize digital intake experiences , including eligibility and qualification flows, insurance and benefits experiences, account creation, scheduling, onboarding, and other critical steps between interest and treatment. Partner with our Operation leaders to understand and advocate workflows, identify operational bottlenecks, and build internal tools and automation that allow teams to serve more members with greater speed and quality. Build enablement tools for our 50+ person Member Operations team , helping Member Advocates deliver a high-quality experience more efficiently and connect more people to appropriate care. Use AI and automation thoughtfully to simplify member experiences, automate repetitive operational work, improve personalization, and help teams operate more effectively at scale. Build a rigorous experimentation engine , developing hypotheses, launching A/B tests and other experiments, measuring results, and rapidly incorporating learnings into the product roadmap. Lead growth product analytics , defining KPIs, instrumenting funnels, building dashboards, and using data to understand behavior and prioritize opportunities. Partner with Design and Engineering from problem definition through launch, ensuring teams understand both the member problem and the measurable outcome we are trying to achieve. What You’ll Bring 3+ years of product management experience , ideally building consumer, growth, marketplace, healthcare, fintech, or other transaction-oriented digital products. Demonstrated experience driving growth metrics , such as conversion, activation, enrollment, retention, revenue, or another measurable business outcome. Strong product analytics skills , with the ability to independently investigate funnels, identify trends, develop hypotheses, and turn data into product decisions. Experimentation mindset , with experience designing, launching, and evaluating A/B tests or other structured product experiments. Exceptional product judgment , with the ability to identify the underlying problem behind a metric and distinguish meaningful product opportunities from incremental feature requests. Customer obsession , with a willingness to regularly talk to users, listen to calls, observe workflows, and deeply understand the experience behind the data. Bias toward action , with the ability to move quickly from ambiguous problems to hypotheses, experiments, and shipped products. Strong cross-functional leadership , with experience working closely with engineering, design, analytics, marketing, and operations teams. Excellent communication skills , with the ability to clearly articulate problems, strategy, tradeoffs, and results to both technical and non-technical stakeholders. Comfort operating in ambiguity , particularly within a fast-growing startup where priorities evolve and product managers are expected to take significant ownership. High EQ and empathy , particularly when designing experiences for people navigating sensitive, complex, and often difficult moments in their lives. Preferred Skills Strong analytical and technical fluency , including experience with SQL, data analysis, statistical methods, or other tools used to independently investigate product and business problems. Hands-on technical experience , such as coding, prototyping, or building with APIs and LLMs, with the ability to effectively collaborate with engineering teams on technical solutions. How We’ll Measure Success Success in this role will ultimately be measured by whether the products you build help our Member Operations team connect more people who are interested in therapy with effective care, while delivering a high-quality member experience more efficiently. A central measure of success will be cost per converted call : how effectively we help someone who has expressed interest in therapy move from an initial conversation with our team to actually starting therapy. Depending on the product area, your metrics may also include: Call-to-treatment conversion Qualified-member conversion Scheduling conversion Intake-to-first-session conversion Time from initial interest to treatment Member drop-off and abandonment rates Member experience and call quality Member Advocate productivity and operational efficiency Cost per converted call Cost of acquisition and enrollment Experiment velocity and impact You’ll be expected not only to report on these metrics, but to understand why they move and build a product strategy that consistently improves them. Why Work at Noto We’re committed to supporting your growth, both professionally and personally. With an inclusive culture and ongoing learning opportunities, we are here to help you thrive and do the best work of your life. At Noto, you will: Own a product area directly tied to our mission and growth. The experiences you build will determine how effectively people seeking help can access evidence-based mental healthcare. Solve unusually meaningful growth problems. Instead of optimizing clicks for their own sake, you’ll use growth product principles to help people overcome real barriers to accessing treatment. Work across the entire member journey. You’ll collaborate with growth, marketing, operations, clinical, design, engineering, analytics, and business leaders. Build at a significant scale. You’ll help evolve the technology and operational infrastructure behind one of the fastest-growing specialty behavioral health organizations. Shape Noto’s platform strategy. The capabilities you build for NOCD and Rebound can become foundational products supporting future specialty therapy brands. Experiment and ship quickly. You’ll operate in a high-growth environment where ownership, learning velocity, and measurable impact are valued. Help define the future of mental healthcare. You’ll build products that make specialized, evidence-based treatment easier to discover, access, and begin. What We Offer Comprehensive benefits package, including medical, dental, vision coverage, and 401(k) match 11 observed company holidays a year PTO based on an accrual system Engaging startup environment with an outstanding mission-driven team atmosphere Downtown Chicago office with an on-site gym Noto provides 12 weeks of fully paid parental leave for the primary caregiver and 6 weeks of fully paid leave for the secondary caregiver for qualifying full-time employees. About NOCD NOCD is the #1 telehealth provider for the treatment of obsessive-compulsive disorder (OCD). OCD is one of the most severe, prevalent, and misunderstood mental health conditions. NOCD creates access to online therapy for people with OCD through our telehealth platform. In the NOCD app, Members can quickly access and schedule live, face-to-face video therapy sessions with our national network of licensed Therapists that specialize in Exposure and Response Prevention Therapy (ERP) - considered the "gold standard" in OCD treatment. At NOCD, we help people reclaim their lives with clinically proven OCD treatment, by removing barriers to OCD care, and reducing the stigma associated with OCD. We’re changing the world and need other like-minded individuals to accelerate and expand our efforts.