About Birches Health:

Online gambling has taken over the US. Over 200 million Americans now regularly bet on sports and the rates of gambling addiction have skyrocketed since online gambling’s legalization. As widespread gambling creates record levels of addiction, debt, and bankruptcy, millions of problem gamblers still cannot access specialized, comprehensive care that they desperately need.

At Birches Health, we’re beating the online gambling epidemic with virtual therapy for gambling addiction from specialized clinicians. Our care is covered by insurance and state funding to ensure access to treatment for problem gamblers. We work with patients throughout their gambling addiction journey to improve clinical outcomes and reduce healthcare costs.

Our mission is to build the medical and technological infrastructure for behavioral addiction in the US to make sure millions of patients receive the highest quality clinical outcomes and path to recovery they deserve. We’re backed by leading healthcare and gaming investors including General Catalyst, AlleyCorp, Will Ventures, Defy, Haystack, Operator Partners, and C-suite angels at private and public companies.

Join us to bring addiction care into the present day.

About the Role

Care Delivery Product owns the systems clients and providers use every day at Birches: the Client Portal, our EHR, AI & clinical documentation and measures, provider workflows, and the integrations and reporting that connect them. You will be the person who makes sure what we decide to build gets specified, configured, tested, launched, and communicated well.

This is an execution role with real ownership. You will write the tickets engineering builds from, configure and QA changes in the EHR and our Client Portal, run launch plans, keep the org informed of our project statuses & timelines, and build the feedback loop that tells us what to do next. You will work directly with engineering, clinical leadership, clinical operations, and client engagement, and you will be the front line for triaging & organizing work.

This role fits someone who has spent time in a client-facing or support role, moved into operations or project coordination, and wants to keep going. You know what it looks like when a product and the people using it are out of sync, and you have fixed it by building the process that was missing. You treat QA and documentation as part of the work, not something that gets done when there is time.

What You’ll Own

• Write engineering tickets with clear user stories and acceptance criteria, resolve open questions with the relevant team(s) before refinement, and refine tickets with engineering
• Configure Healthie content and workflows, including note templates, measure forms, and appointment and scheduling settings, and take each change through review before it goes live
• Track enhancement and fix requests from triage through delivery, and keep requesters informed on status
• Perform and document QA and UAT against configuration changes and engineering releases
• Execute launch plans: assign and track tasks, chase sign-offs, and keep the launch on its date
• Draft release notes and change management materials for providers, Client Success Specialists, and internal teams, and coordinate how and when they go out
• Maintain project status updates and roadmap items in Linear on a weekly cadence
• Collect, organize, and triage stakeholder and user feedback on a regular cadence, and bring patterns back to the product manager with a recommendation
• Pull usage and data quality numbers from Metabase and PostHog as needed

What We’re Looking For

• Three to six years of experience, with at least one in a product operations, project coordination, implementation, or digital product owner role
• A background that includes customer-facing or support work, and the habit of asking what the user actually needed when a process breaks
• Experience writing tickets or requirements that engineers built from, and refining them in a Kanban process
• QA or UAT experience: testing against defined scenarios, catching defects before release, and documenting results