Product Support Manager

About Us

One Medical is a primary care platform challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're on a mission to radically transform healthcare, which means tackling the frustrations of everyone involved - from patients and providers to employers and health networks.

Across the country, our members enjoy seamless access to comprehensive care at more than 180 locations across 28 cities (and counting!) as well as 24/7 access to virtual care powered by intelligent uses of technology. In addition to a direct-to-consumer membership model, we work with more than 7,000 companies to provide One Medical health benefits to their employees.

On January 31, 2020 we marked a milestone with our public listing on Nasdaq, but our work is far from over. As we continue to grow and broaden our impact, we're building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

The Product Development team at One Medical builds software products to empower and delight our providers, office and virtual administrative teams, enterprise clients, and most importantly, our patients. These intricate products range from an in-house electronic health record to multiple patient-facing mobile applications, each of which requires internal support from a highly knowledgeable team of Product Specialists. These specialists provide technical, operational, and training support to all One Medical employees.

As a Product Support Manager, you will oversee an established and high-performing team of Product Specialists based in the Eastern and Central regions of the United States. Working closely with other support managers, product and engineering leaders, and key stakeholders from clinical and operational departments, you will help the team adapt to One Medical's changing needs as we continue to grow rapidly.

You're a manager with a proven track record of leading high-touch product support teams that consistently deliver excellent user experiences. In addition to managing the direct support of internal users, we are seeking someone who will thrive in our fast-paced development environment, while building strong relationships and aligning priorities among a diverse group of stakeholders. You'll support products that aim to transform and simplify the complex healthcare industry. This requires a leader who makes accurate data-driven decisions and is excited to participate in the full product development cycle. You will be joining an established and growing product support team where you will be invested in each individual's continued growth and success. You should be passionate about developing the collective and individual talent!

What you'll likely work on:

  • The maintenance and development of internal product support systems
  • Delivery of exceptional user support
  • Designing measurable quarterly goals and metrics to highlight support work and product fitness
  • Acting as a cross functional partner for product development initiatives with stakeholders in departments ranging from clinical operations to enterprise sales
  • Partnering with fellow support managers and product leaders to keep the product development cycle running smoothly
  • Provide regularly scheduled on-call after hours tier-2 support roughly one week per month


You'll need:

  • 4+ years of product or user support experience specifically related to complex software development
  • 2+ years of people managing high performing user support teams
  • Strong ability and desire to coach and mentor individual contributors
  • Proven leadership and communication skills, with the ability to adjust communication styles to effectively collaborate with a diverse array of stakeholders and direct reports.
  • Experience with ticketing systems like Zendesk and Jira
  • Working knowledge of SQL or the ability to build complex reports within data analytics tools such as Tableau, Snowflake, or Looker
  • Data driven with a proven record of designing and analyzing support metrics


Benefits designed to aid your health and wellness:

Taking care of you today
  • Paid sabbatical after 5 and 10 years
  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental and Vision plans
  • Free One Medical memberships for yourself, your friends and family
  • Pre-Tax commuter benefits
  • PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family
  • 401K match
  • Opportunity to participate in company equity programs
  • Credit towards emergency childcare
  • Company paid maternity and paternity leave
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance


This is a full-time role based anywhere in the United States with a strong preference for Central or Eastern time zones due to team member support.

One Medical is committed to fair and equitable compensation practices. The base salary range for this role is $72,000 to $134,000 . Total compensation packages may be based on factors unique to particular candidates, such skill sets, depth of experience, and work location. The total compensation package for this position may also include annual performance bonus, RSUs, and/or benefits. For more information, visit https://www.onemedical.com/careers/

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

Subject to applicable law, proof of COVID 19 vaccination is required for employees and contractors who interact with patients, access a shared office space or engage with other team members, except where a medical or religious accommodation applies.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please refer to the E-Verification Poster (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.