Product Operations

Howdy, we’re Heidi 👋

“The AI startup growing faster than Canva”

That’s what the Financial Review called us. In 18 months, we supported over 73 million patient visits and become one of the fastest-growing companies in the world.

We pivoted from broad healthcare AI to building Earth’s finest AI Care Partner. Today, we support over 2 million patient sessions weekly across 116 countries and over 110 languages. Hundreds of thousands of clinicians use Heidi to complete documentation.

Our mission is simple: strengthen the human connection at the heart of healthcare.

We’ve found product-market fit with individual clinicians through our freemium medical scribe, transforming unstructured clinical visits into structured text artefacts. Clinicians and organizations quite like it. Now, we embark upon consuming more than just documentation. Every new job a clinician delegates to Heidi makes patients feel more attended to, cleans up health system logjams, and lets clinicians be clinicians again.

That’s where you come in.

About the role

Six months ago Product Operations did not exist at Heidi. It is now the function that keeps planning, reporting, change control and launches moving across every product team here. A detail that gets dropped in planning becomes a clinician's problem on a night shift, which is why the process matters.

The function is proven. It is also six months old, which means most of what it becomes hasn't been built yet.

You'll be the second person in Product Ops. You'll work directly alongside our Product + Engineering Leadership team.

You'll own a real slice of the function from day one: rituals, product reporting, intake, change requests, launch coordination. Where there's no playbook, you write it. Where there's a bad one, you replace it. Your collaborators are engineers, PMs, designers, compliance, CS and commercial across Australia, the UK and the USA with the company growing fast

This is a doing job. You'll be handed problems that arrive unshaped. Work out what's actually wrong, find the people who care, agree on something, then build the thing and keep it running. You'll have someone to sanity-check the approach with but you won't be waiting on them to start.

Plenty of this is still undefined, including parts of the role itself, and we'll figure that out together. The priority right now is helping our teams deliver, not building a perfect Product Ops function. You'll get to decide what's worth structuring and what can stay scrappy, which is the fun part.

Six months from now, a real set of how Product Ops works at Heidi could be yours.

What you'll do

• Take an ambiguous problem (a broken process, a missing system, a stakeholder complaint) and own it end to end: scope it, find the right people, propose a fix, deliver it. without needing it handed to you pre-solved.

• Help support & improve Heidi's product operating rituals: planning cycles, standups, forums, retros, reporting.

• Build automations that connects our tools (Linear, Slack, Canny and others) so information flows without manual updating

• Partner with Product, Engineering, Design, Customer Support and Commercial to unblock execution and close the gap between what teams think is happening and what's actually happening.

• Own process hygiene in your area: consistent reporting formats, clear change-request paths, decisions tracked somewhere findable.

If you'd been here the last 6 weeks, you might have...

• Helped automate a product intake pipeline using our various tools (Linear, Slack, Canny, and others)

• Helped plan and execute a team event

• Redesigned a company-wide reporting ritual from scratch after realizing the old format wasn't hitting the mark

• Consolidated a dozen-plus scattered feedback/bug channels into a single intake funnel with clear triage stages

• Designed and rolled out a new resourcing/headcount request process with clear approval gates, replacing an ad hoc one

• Facilitated a cross-functional workshop to get product, engineering, and commercial aligned ahead of a major launch

What we're looking for

• You finish things. You're the person people trust with a messy problem because it comes back solved, not escalated.

• You're comfortable with ambiguity and you don't need a spec to start. You can walk into a problem with six stakeholders and no owner, and walk out with a decision and a date.

• Experience in product operations, program management, product management, business operations inside a Agile Product team.

• You build lightweight systems that stick. You've automated something manual, and you know the difference between a process that helps and a process that just creates work.

• You're comfortable working across timezones.

• Strong cross-team reach - you can walk into a room (or a timezone-shifted call) with people you don't report to and get them moving in the same direction.

• Deep alignment with Heidi's mission of building tools that meaningfully improve how clinicians work.

• Experience with Linear, Canny, Canva or other similar tools

If you answer ‘NO’ to these questions, this may not be the job for you:

• Are you an execution powerhouse?

• Have you shipped something this week?

• Are you good at games?

• Did you have a weird teenage hobby?

• Are you able to execute without a legion of data analysts, product marketers, and research coordinators at your beck and call?

• Does the prospect of making health systems a lot nicer make you feel fuzzy inside?

Why Heidi?

Our health systems hurt everybody. Systems are log-jammed, clinicians' lives degrade in quality, and patients churn through the meat-grinder.

This is neither a special nor interesting insight.

However, it means we're solving a real problem. Hundreds of thousands of clinicians use Heidi. Every clinician using Heidi gets hours back in their day. This is the starting point to build the product of your dreams: immense distribution, and a world of potential.

You'll join a team that doesn't celebrate fundraise milestones, imaginary valuations, and glossy PR. We live and breathe the pain of modern health systems, and won't rest until we've exacted the change we'd like to see. We're medicos, engineers, and designers who've felt (on every side of the equation) what non-care feels like - the moral and practical toll as a provider or receiver.

The bad news is it's not an easy job - you will tear your hair out more than once. Modern technology company concepts don't transpose into healthcare easily. The lows are really low.

The good news is you will trust and admire everybody you work with, and rest easy knowing you're doing THE defining work of your career. The highs are blindingly high.

Heidi will take care of you. We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.

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True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we don't track hours or micromanage - you're trusted to perform. We value mental health and adapt to your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.