Product Operations Associate

JOB TYPE:  Fixed Term Employee

LOCATION: Hybrid

TEAM: India Product

ABOUT THE ROLE

We are looking for a Product Ops Associate to support the end to end implementation of MCC program launches and operations. The ideal candidates will set up program replications, keep our reporting and data pipelines reliable and be the connective tissue between medical, film, translation, engineering and state program delivery (PD) teams. This is a hands on role where they will  dig into Rapidpro flows/other platforms when things break and make sure every launch ships on time, fully tested and working for users.

WHO WE ARE 

YosAid Innovation Foundation works with health systems in India to promote innovative healthcare practices and skills among the patients and their families.

As part of this effort, YosAid has partnered with Noora Health to implement the Care Companion Program in India and support Noora Health’s mission of strengthening health systems by equipping family caregivers with the knowledge and skills to care for their loved ones. 

Founded in 2014, Noora Health turns hospital hallways and waiting rooms into classrooms by tapping into the most compassionate resources available for the patient’s care: their own family. 

With support from governments and partners in India, Bangladesh, Indonesia, and Nepal, Noora Health has trained more than 70 million caregivers and patients across 16,400+ facilities using their flagship caregiver education and training curriculum, the Care Companion Program (CCP). 

In a cohort of patients, the CCP reduced post-surgical cardiac complications by 71%, maternal complications by 12%, newborn complications by 16%, and newborn mortality by 18%.

Noora Health is an Audacious Project Grantee and received the Skoll Foundation Award for Social Innovation. To learn more, watch our TED Talk, Skoll feature, or read about our partnership with the World Health Organization.

WHAT YOU WILL DO 

Replication launches & platform setup

• Own end to end setup of new program launches across our messaging and IVR stack such as RapidPro, Turn, Exotel, Motor Admin and our internal Orchestrator.
• Validate and consolidate requirements from medical, film and translation teams before setup; manage template approvals and campaign creation, including code based configuration.
• Set up project specific journey logic (e.g., conditional acknowledgments, response handling) based on program requirements.
• Ensure every launch is delivered on time, thoroughly tested and fully functional before going live.

IVR & onboarding

• Build complete IVR journeys in Exotel such as onboarding flows, campaign journeys and user friendly navigation.
• Set up QR and IVR based onboarding, including QR configuration, Motor Admin flows, and Turn journeys, ensuring users are routed to the right campaigns.

Data management

• Track incoming program data, maintain data trackers, monitor ingestion and identify and flag data errors on the dashboards.

Platform quality & troubleshooting

• Independently investigate and resolve technical issues across platforms where needed (e.g., language mapping, user profile updates, template approval scripts).
• Support platform transitions and migrations (e.g., moving flows, campaigns and media between messaging platforms).

Documentation & research tooling

• Write and maintain PRDs, launch runbooks, dashboard requirements, and other product documentation.
• Build survey flows in SurveyCTO for research and training projects, working with research teams on implementation and refinement, including IRB approval processes where required.

WHAT WE ARE LOOKING FOR 

• 1-3 years of experience in product management, program operations or technical implementation, ideally in digital health, social impact or messaging platforms.
• Comfort working hands on with no code/low code platforms (e.g., RapidPro, Turn, Exotel, SurveyCTO) 
• Strong execution and coordination skills,  able to run multiple concurrent launches with cross functional teams and hit deadlines without dropping quality.
• Clear written communication, can turn messy requirements into PRDs, runbooks, and documentation others actually use.
• A user first, detail oriented mindset: you test everything before launch and care about the experience of caregivers on the other end.

Good to have

• Experience with IVR systems, audio content management or multilingual content operations.
• Familiarity with public health programs (MCH, TB, NCD) or working with government health systems.
• Experience with Figma