Operations Coordinator

WHO ARE WE :

TTI is a health-tech startup helping patients and organizations leverage electronic Patient-Reported Outcomes (ePRO) and Real-World Data to improve health outcomes. TTI’s leading mobile application, Wave Health, helps patients fight cancer or chronic disease by empowering them with unique health insights based on their own data.

POSITION SUMMARY :

We are seeking a highly detail-oriented, proactive, and process-driven Operations Coordinator (OC) to oversee TTI's customer communication, support operations, and various compliance-related workflows.

This role supports the Product and Engineering Teams by coordinating necessary input and documentation required for TTI’s official Standard Operating Procedures (SOPs), such as Issue Identification and Resolution, Change Management, and Post-Market Surveillance. The OC will be responsible for several compliance-driven activities, including coordination with the company’s PRRC (Person Responsible for Regulatory Compliance).

Additionally, this role will support TTI’s Human Factors Engineering by conducting user interviews when applicable, gathering structured feedback, and helping translate user analytics / insights into product suggestions / feedback.

The OC may also support Patient Engagement projects such as writing educational content, blogs, or patient-facing materials. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and can balance precise documentation with empathetic customer communication.

YOUR RESPONSIBILITIES :
Customer Support & Daily Operations

• Manage support email inboxes through Help Scout and respond promptly to customer questions.
• Route inquiries to the appropriate departments and follow up with the product team until the issue is resolved.
• Maintain clear communication with users about updates, timelines, and issue outcomes.
• Log and document all customer interactions to maintain a complete audit trail.

Issue Resolution & Change Management

• Supporting the Issue Resolution Process : receive reports, create Jira tickets, follow progress, and confirm completion.
• Track, prioritize, and communicate changes to internal teams and stakeholders.

Compliance & Post-Market Processes

• Handle Feedback and Complaint Management according to established policies.
• Manage Customer Requests such as Account Deletion, Subscription Cancellation, and Data Export Requests.
• Support Post-Market Surveillance reporting and compliance monitoring.
• Collaborate closely with the PRRC and share regulatory updates with relevant internal teams.

Human Factors & User Research

• Conduct usability interviews and gather structured user feedback.
• Analyze insights and provide summaries to inform product improvements.

Patient Engagement & Content Support (as needed)

• Assist with content creation for patient materials, FAQs, blogs, and educational content.
• Support outreach or engagement activities depending on team needs and workload.

YOUR QUALIFICATIONS :

• Bachelor’s degree in Health Sciences, Business, Communications, Psychology, Human Factors, or a related field.
• 2–4 years experience in support operations, SaaS support, or digital health.
• Extremely detail-oriented with the ability to track small changes and procedures.
• Strong communication skills, both written and verbal.
• Experience with support tools (Help Scout, Zendesk, or similar) and ticketing systems (Jira preferred).
• Ability to work independently and collaboratively across departments.

Preferred

• Experience in digital health, medical technology, or regulated industries.
• Understanding of Human Factors, usability testing, or patient experience research.
• Ability to summarize technical issues clearly for both users and internal teams.
• Familiarity with compliance-driven environments (e.g., MDR, FDA, or similar frameworks).

Who You Are

• Extremely detail-oriented — you catch inconsistencies and track workflows effortlessly.
• Process-driven — you can follow established protocols and help improve them.
• Empathetic and customer-focused — you are passionate about helping patients and work to improve the patient experience.
• A strong communicator — both written and verbal, with clarity and consistency.
• A proactive collaborator — comfortable working with many teams and juggling multiple priorities.
• Organized and reliable — able to maintain documentation, logs, and audit trails.

JOB DETAILS :

• Full-time position, in-person at El Segundo office
• Opportunities for professional development and cross-functional learning
• Salary :
  Roughly $70k

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