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BetterHelp Product Manager - Member and Therapist Success in Mountain View, California

Who are we and why should you join us?

  • We help people change their lives. BetterHelp is the world’s largest therapy service. We set out on a mission to provide everyone with easy, affordable, and private access to professional counseling: anytime, anywhere. To date, our network of over 20,000 licensed, accredited, and board-certified therapists have assisted more than 1,000,000 people. Every month, our secure website and mobile app facilitate over 5,000,000 messages, chats, voice calls, and video sessions that help people face life’s challenges.

  • We’re taking mental healthcare to the next level. We combine clinical care, cutting-edge technology and data-driven product development to constantly learn, iterate, and improve. We are relentless in our pursuit of better, always questioning the status quo and discovering new ways to get things done and serve our members.

  • We are a community that grows together - both professionally and personally. Even with our exponential growth, our team is kept agile and nimble, allowing you to have a huge impact and carve your own path from day one. We invest in our team’s well-being and professional development because we know that business and individual growth go hand-in-hand. You will move fast, remain flexible, and be challenged every day. Join us!

What are we looking for?

BetterHelp is looking for a product manager that is passionate about consumer (B2C) products and about providing our members and therapists with world-class proactive and personalized engagement and support. Unlike many companies where ‘support’ is seen as a cost, we see it as a key point of differentiation and enabler of growth for both sides of our marketplace. As a result, these teams are called ‘Member Success’ and ‘Therapist Success’.

This individual will take start-to-finish responsibility on high-impact projects across our user-facing products as well as our internal tools, to ensure an excellent ‘Success Experience’ for our members and therapists. It is an exciting opportunity for someone who wants to execute fast and see quick results -- while making a real and visible difference in people’s lives.

What will you do?

  • Continually seek to find ways to improve our Members’ and Therapists’ experience when interacting with our success teams through the use of technology.

  • Leverage analytics and insights from conversations with support teams to develop, launch and experiment with new products and features with a goal of improving user satisfaction/retention and eliminating low-value support interactions.

  • Implement automation and improve tools to maximize the success teams’ efficiency and effectiveness.

  • Leverage software (both internal tools and 3rd party software) to achieve our goals and deliver maximum impact.

  • Work effectively with other parts of the company (development, marketing, business development, operations) as well as external parties (vendors, members, providers, business partners) to drive results.

  • Initiate, evaluate and prioritize ideas, gather requirements, and create specifications for all product changes that will achieve maximum impact and benefit.

  • Analyze and quantify the impact and success of each and every product change we've made, and then draw conclusions and plan next steps based on actual data.

  • Collaborate with the development and design teams before, during, and after each "sprint" to maximize resources' efficiency, utilization, and happiness.

  • Partner with the design team, create a user experience that is both delightful and effective.

  • Perform UAT and functional QA to make sure we're launching only good stuff!

  • Participate in setting the strategy and long-term direction for the organization - both within and beyond the context of product.

  • Own KPI's and be obsessed about them.

  • In a nutshell: [Ideate, execute, test, measure, analyze, learn, iterate] x ∞

What will you NOT do?

  • You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.

  • You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.

  • You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people allowed here!

  • You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Can I work remotely?

Once our office in Mountain View, CA is fully open, you will be expected to come into the office a few days every week. This is mainly to collaborate closely with the Member and Therapist success teams who are also ‘in office’.

Note: Title and level will be determined during the interview process.

Requirements

  • 1-4 years+ of experience in a product role at a B2C company and proven success through measurable impact and increasing responsibilities.

  • Growth and data-driven mindset with a proven ability to execute and deliver results.

  • Proven experience helping large internal teams (e.g. sales, ops, support) succeed through technology, demonstrated success with internal stakeholder management.

  • Proven experience making build vs buy decisions for new products/features and implementing first and third party tools.

  • Deep understanding of unit/business economics and proven ability to balance business and technical considerations for product decisions.

  • Super analytical: proven experience in using data and relevant tools for driving critical business outcomes.

  • Technical: Strong understanding of how web applications are built, ability to participate in technical decisions, ability to read basic code and write SQL queries.

  • Experience in quickly launching products on a regular basis in an agile environment with a track record of delivering products on time and with high quality.

  • Great eye for UX and understanding of its related metrics.

  • You must include the word "moussaka" in your application (this goes to being thorough and attention to detail).

  • Excellent organizational and leadership skills, strong attention to detail, able to work independently.

Bonus (Great to have, but not required):

  • Experience with marketplace-based business models.

  • Experience as a software developer.

  • Experience in both desktop and mobile environments.

  • Had their own business (or at least tried to start one).

Benefits

  • Competitive salary & equity compensation

  • Excellent health, dental, and vision coverage

  • 401k benefits with employer matching contribution

  • Ridiculous perks program

  • Office in the heart of downtown Mountain View, a three-minute walk from Caltrain

  • Commuter benefits, FSA accounts, and Employee Stock Purchase Programs

  • Building something that matters - loved by the people and admired by the press

  • Any piece of hardware or software that will make you happy and productive

  • Awesome people to work with

  • Nothing to slow you down

  • Helping people live a better life, every day

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.

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