Product Operations Manager, Experienced

Your Role

The Product Operations team manages the centralized intake and backlog processes for Stellarus' Product and Technology organization. The Product Operations Manager, Experienced will report to the Director, Product Operations. In this role, you will independently support and execute the centralized intake process—serving as the "front door" for all incoming business requests. You will ensure every submission is triaged, categorized, and routed efficiently, delivering a seamless, transparent, and supportive experience for all submitters. You will set objectives for your job area, participate in planning efforts, and contribute to continuous process improvement. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will:

• Serve as the main point of contact and operational lead for the centralized intake process
• Own and manage the intake workflow, including continuous improvement of the ServiceNow intake form and related processes
• Perform initial review of all new submissions to ensure requests are complete, clear, and not duplicates
• Work with submitters to fill in missing information, clarify business impact, and ensure proper categorization
• Apply defined triage rules to route validated requests to the Unified Backlog Owner or other appropriate teams
• Act as the primary liaison for submitters, providing clear communication on request status (e.g., "Received," "Under Review," "Forwarded to Backlog")
• Monitor and report on key intake metrics, such as submission volume, request types, and average time-to-triage
• Create and maintain user-facing documentation and "how-to" guides for the intake process
• Coordinate work processes between peers to ensure consistent and quality delivery
• Contribute to continuous process, delivery, and quality improvement efforts

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience
• Requires a minimum 3 years of prior relevant experience in project coordination, business analysis, or a similar process-driven role
• Requires experience analyzing a wide variety of business and technical requests
• Requires experience in the healthcare or health plan technology industry
• Hands-on experience with IT Service Management (ITSM) tools, with strong preference for ServiceNow preferred
• Highly organized, methodical, and detail-oriented
• Exceptional communication and interpersonal skills with a strong "customer service" mindset

ABOUT THE TEAM
About Stellarus and the Ascendiun Family of Companies

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.

Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company.

Stellarus' vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus' objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California's vision by using innovation to improve quality, affordability, and experience for members.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Our Values:

At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.

Our Workplace Model:

At Stellarus and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:

o Member-facing and approved out-of-state roles remain remote.

o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.

o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.