Job description
Description
Position Overview
The Service Product Manager (SPM) – Operations Suite is a critical, cross-functional role responsible for shaping the commercial strategy, market positioning, and service delivery experience for DeepHealth’s Operations Suite of RIS products. This role ensures that our service offerings deliver differentiated value, meet customer expectations, and support scalable growth.
Working in close partnership with Sales, Marketing, Implementation, and Customer Success, the SPM drives alignment across service delivery, go-to-market activities, and customer experience design. The ideal candidate will have a blend of product thinking, operational strategy, and commercial acumen.
Key Responsibilities
- Service Strategy & Go-to-Market Alignment
Define how RIS capabilities are packaged and delivered as a differentiated service offering across customer segments.
Partner with Sales, Marketing, and Product Management to support launch readiness, internal enablement, and external messaging.
2. Cross-Functional Enablement
Serve as the liaison between Product and go-to-market teams to ensure consistent and accurate positioning of services.
Create and maintain customer-facing collateral, internal FAQs, and sales enablement materials focused on service value propositions.
3. Market & Customer Insight
Gather and synthesize insights from customers, field teams, and implementation partners regarding service needs, challenges, and opportunities.
Monitor competitor offerings and evolving market trends to help refine our value delivery model and retention strategies.
4. Customer Experience & Service Design
Contribute to the design and evolution of the Operations Suite’s onboarding, support, and service delivery experience.
Help define scalable support models and value-added service layers, such as integration services or optimization consulting.
5. Business & Commercial Support
Collaborate with Finance and Commercial teams to assess service pricing, packaging, and tiering strategies.
Track service delivery performance and partner with service teams to identify and address experience gaps or improvement areas.
Qualifications & Experience
7+ years of experience in product management, service delivery, or go-to-market strategy in a healthcare or enterprise SaaS environment.
Strong understanding of customer lifecycle management and commercial enablement practices.
Proven experience working cross-functionally with Sales, Customer Success, and Implementation teams.
Strategic mindset with excellent communication and storytelling abilities.
Exceptional communication and stakeholder management skills.
Experience with healthcare IT (especially RIS/PACS) and service design principles is a strong plus.
Quality Standards
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
Follows OSHA regulations, RadNet and site protocols, policies and procedures.
Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
Practices universal safety precautions.
Promotes good public relations on the phone and in person.
Adapts and is willing to learn new tasks, methods, and systems.
Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
Consistently adheres to the time management policies and procedures.
Completes job responsibilities in a quality and timely manner.
Physical Demands
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~30% of time).
Working Environment
Remote. This position requires domestic / international travel up to ~30%.
ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
