Product Operations Analyst

🕙 Role details: This is a full time role for 40 contracted hours per week

💷 Salary: £31,000 - £44,000 per annum (based on experience and track record)

🌍 Location: We are a hybrid team, based throughout the UK. We offer the flexibility to work outside of the UK up to 90 days per year, however you must be able to work and live permanently within the UK, and travel to London every week for team meeting sessions. #LI-Remote

We are looking for an enthusiastic and forward-thinking Product Operations Analyst to join our Product team, playing a pivotal role at Isla as we work to transform the future of healthcare. We’re looking for someone with a technical background to ensure our Product function scales with the rapid growth of the company.

This position will sit across:

• Technical operations
• Customer success
• Product scaling and enablement

In supporting the scalability of our Product function, you’ll collaborate with multiple stakeholders across the business to drive customer success. This includes improving efficiency and effectiveness of technical processes, and driving our customer support function to gather insights through user feedback and clinical use case understanding. In particular, you will take on a technical operations role, working closely on product health metrics and dashboard monitoring, deployment workflows, and bugs triaging. You should expect to get comfortable with data investigations using BigQuery, Firebase and Python (but we will provide lots of onboarding and training, so don’t be put off if these are new to you). You will proactively seek opportunities for process improvements and efficiency gains within the product development lifecycle.

You’ll also be responsible for crucial product launch and enablement workflows, working closely with our Growth teams to support onboarding of new users, and compiling reports on recent feature requests and upcoming launches to share with internal and external stakeholders.

This role is fundamental to the success of the Product team, and will suit a person who is comfortable in a high performance environment where multiple projects run in parallel. With exposure to internal and external stakeholders, you should be curious by nature and want to dig deeper to understand the unique behaviours of our users. You’ll become an expert on the Isla product and the varied range of clinical use cases we support!

Who We Are

Isla enables healthcare systems to deliver next level healthcare, meeting the challenges of global increase in demand for services through an efficient new model and technology platform. We provide clinicians with the platform they need to receive a continuous flow of clinical information from patients and create an always up to date understanding of a person’s health. This provides valuable clinical context for decision-making whilst delivering convenient care for patients, empowering clinical teams to deliver responsive care with fewer appointments. The Isla platform is intuitive, endlessly scalable, and approved by NHS Digital as a cloud storage solution.

We are a growing team dedicated to improving healthcare. We are ambitious, customer focused, and driven by the impact we are having in healthcare. We’re also a well funded startup, which brings a level of uncertainty, but also agility and growth opportunities unlike anywhere else.

In the next 12 months you will:

• Manage and triage user support channels to identify challenges, drive customer success, and identify key opportunities to develop our product offering
• Investigate and resolve technical requests, often through data investigations using BigQuery, to catch bugs, support team member or user queries, and enable team productivity 
• Use Python (or a language of your choosing) for product configurations
• Build our clinical questionnaires to client specifications
• Support on build and monitoring of tech ops dashboards and product health metrics
• Onboard and train new users in varied clinical use cases

Requirements

You should:

• Have a passion for solving user problems, and be comfortable interacting with a wide range of internal and external stakeholders in a concise and engaging manner
• Always be looking for ways to introduce efficiencies
• Be intellectually curious, proactive, and quick to learn new technologies. You’ll be working with SQL and Python; experience is a nice to have, but not a necessity
• Have a strong sense of commercial awareness that enables you to translate data into real outcomes for users & the business
• Be comfortable using data for investigations and for analysis

Benefits

🏡 Work from home or at our office in Huckletree Shoreditch (Finsbury Square) 🏢

🐶 Pet friendly office

🕜 Flexible working times

🏖️ 25 days annual leave (on top of bank holidays)

🎂 Take your birthday off

🎄 Take Christmas Eve off too

🌍 Work abroad for up to 90 days per year

🎉 Enhanced parental leave

🍜 Treat your friends or family to a meal each quarter (up to £75)

🧘‍♀️ A monthly wellbeing bonus (£50 per month for gym membership/wellbeing activities)

🎳 Regular team socials

📚 Learning sessions every month 

📈 Equity options available

💰5% employer-matched pension contribution

💗 Delivering social impact through improved patient healthcare

💡 Working at a well funded and rapidly growing start up, solving a global problem in a new way

🎇A whole lot of fun on an exciting journey 

What is the hiring process for this role at Isla?

Interviewing with us for the Product Operations Analyst role will be split into 4 stages (all conducted virtually):

1️⃣ A screening interview with our Director of Operations - 20 minutes

2️⃣ A practical task you will complete independently

3️⃣ A one to one interview with our Director of Product - 30 minutes

4️⃣ A final interview with our Director of Product and one of our Co-founders - 30 minutes

Diversity and Inclusion

Isla is an equal opportunity employer and is committed to building an inclusive and diverse team. We encourage all qualified candidates to apply. Isla does not discriminate against anyone on the basis of their race, gender, disability, religion, national origin, age, or any other protected category. We choose to celebrate our team’s differences and see them as one of our most valuable assets.

Recruitment is not one-size-fits-all and we're happy to tailor our hiring process to better meet the needs of individual applicants. Please email recruitment@isla.health with any requests for support.

Using AI tools for your application

Most of our roles include several questions as part of the application process. AI tools such as ChatGPT might be useful in structuring or proof-reading your cover letter or your application answers. We encourage you to do your own research though to fully understand the company and the role you are applying to as you will be asked questions during any interview. Generic AI-generated answers are also really obvious. We'd like to get an idea of how you think early in the process; you should also make sure Isla is the right fit for you before you apply. Make AI tools work for you, not against you!