Product Operations Lead

About the role Tideline RCM is an AI-native operations platform for healthcare claims & revenue cycle management. We're going live with our first production customer, in Q4 2026. We're hiring a Product Operations Lead to own how our operating model actually runs and to make sure the discipline behind it holds as we bring on future customers. This isn't a role for someone who wants to write process docs from the sidelines: you'll start close to the work, contributing to day-to-day operations alongside the team during launch, and using that firsthand experience to build the processes, instrumentation, and larger operating model around the product. The role is intentionally hands-on during launch and becomes increasingly strategic and tactical as the operating model matures. You'll also go dig into the parts of our customersʼ processes we haven't built yet to figure out what comes next. You'll report directly to Tideline's co-founder and Head of Product. We're not looking for an RCM veteran. We're looking for someone with product operations experience, comfortable with data, instrumentation, and turning operational signal into a documented process. Our ideal candidate has some health tech exposure, and wants to build the operating system for an AI- native ops team from close to zero. About Tideline RCM We're a health-tech spin-off uniquely positioned to tackle the challenges of pharmacy claim processing and backend billing. With firsthand knowledge of the system's pitfalls, we leverage our deep expertise to boost operational efficiency, enabling seamless collaboration among care teams, payers, and patients. By combining automation, data-driven insights, and user-centric design, we're transforming fragmented medical billing systems into unified, transparent experiences. What you 'll do Build the operating procedures. Develop and iterate the standard operating procedures for how our operations team works — the exception-handling taxonomy, escalation paths, and the guardrail metrics that keep the model honest. You own turning "how we do this" into something written down, followed, and improved. Stay close to the operation. During launch, work directly in the exception queue alongside the RCM operations specialists to understand the workflow, failure modes, and edge cases firsthand. As the operating model matures, your focus shifts toward analyzing patterns, improving the system around the queue, and turning recurring issues into product and automation opportunities. Push the frontier. Run forward-deployed investigations into parts of our customers' processes that aren't productized yet, to figure out what comes next. This is discovery work: get close to the manual process as it exists today, document what you learn, and hand product/engineering a clear, evidence-backed case for what to automate next. Keep the model honest. Our first customer is also our reference engagement — whatever operating model we build together becomes the template for every customer after it. Watch for anywhere a customer is getting special treatment that wouldn't scale, and say so. What we're looking for Product or Product Operations experience: you've owned processes, tooling, instrumentation, or operating models that connect frontline reality back to what a product or engineering team builds next. Strong systems thinking and judgment: you can separate one-off customer needs, legacy workarounds, true operational requirements, and scalable product opportunities. Comfortable with data and observability tooling: dashboards, structured logs, exception queues, and operational metrics are tools you use to understand and improve how a system operates — not just for reporting. A track record of turning ambiguous work into repeatable systems: you've built SOPs, runbooks, workflows, escalation paths, or operating cadences that other people actually use. Able to move between the details and the bigger picture: you're willing to work directly in the operation during launch, but can step back from individual cases to identify patterns, improve the operating model, and influence product priorities. Strong cross-functional operator: you can work effectively across domain experts, product, engineering, and customer teams, translating between groups that don't always speak the same language. Comfortable building from 0 to 10 the product and operating model will evolve together, and you'll be expected to create structure where very little exists today. Nice to have Experience in health tech is helpful; healthcare claims or RCM experience is a plus, but not a requirement. Familiarity with AI-native operations — you've worked inside human-in-the-loop workflows where AI handles the first pass and humans validate, correct, and feed signal back into the system, rather than a fully manual process with automation layered on top. Prior forward-deployed engineering, solutions consulting, or implementation experience — someone used to sitting inside a customer's process to figure out what to build Familiarity with healthcare claims, payers, or revenue cycle management