[Hiring] Head of Platform Services & User Experience @Ovatient

Role Description

The Operator Who Turns Digital Care Into a Reliable, Scalable Experience. At Ovatient, we are building a virtual-first care model that works because the platform works — reliably, seamlessly, and at scale across health systems and employer partners. This role owns that future.

We are seeking a Head of Platform Services & User Experience to own the digital backbone of our patient and clinical experience. This is structured platform ownership with operational accountability.

• Own the digital experience, integration architecture, platform reliability, and implementation mechanics that allow Ovatient to scale predictably across partners.
• Define architecture and roadmap while also driving implementations, triaging platform issues, and stabilizing operations.
• Work in close partnership with the CMIO, who owns clinical governance and safety.
• Turn digital complexity into operational clarity and build systems that seamlessly and reliably work.

What You’ll Own

• Digital Product Ownership – Patient & Clinical UX
  • Patient-facing experiences and internal operational tools.
  • End-to-end digital experience across MyChart, Digital Health Home™ / MyCare Anywhere™, and Employer partner deployments, including:
    • Onboarding flows
    • Identity & authentication
    • Scheduling
    • Virtual visit mechanics
    • Messaging
    • Notifications
    • Education delivery infrastructure
    • Accessibility standards
    • Conversion and drop-off optimization
    • Experience KPIs and performance measurement
• Platform Services Operations & Reliability
  • Own platform performance and service discipline, including:
    • Uptime and performance
    • Vendor escalation pathways
    • Incident command
    • Postmortems and root-cause analysis
    • Change and release governance
    • Release readiness
    • Go-Live and Hypercare support
  • Engage in ticket triage, escalation management, and incident coordination when needed.
• Epic / MyChart Integrations & Interoperability Architecture
  • Design and execute the technical integration framework that supports clinical workflow and data priorities, including:
    • Integration architecture and intent (not Epic build execution)
    • Interface strategy (FHIR, HL7, SMART, OAuth)
    • Identity and authorization (SSO, token persistence, cross-system session management)
    • Data exchange design
    • Environment strategy across development, testing, and production
    • Repeatability and scalability across partners
    • Guardrails for what lives in Epic vs. outside Epic
• Customer Onboarding & Implementation (Discovery through Stabilization)
  • Own implementation structure, sequencing, and timeline control across customers and employer partners, including:
    • Requirements gathering (technical & operational)
    • Configuration coordination
    • Testing & UAT orchestration
    • Go-live planning
    • Non-clinical training logistics
    • Transition from Hypercare to steady-state operations
  • Directly lead key implementations and personally drive critical requirements sessions, UAT coordination, and go-live command when needed.
• Platform Roadmap & Prioritization
  • Define and govern the unified roadmap, backlog, and prioritization framework.
  • Influence technology platform partners’ feature decisions.
  • Translate friction into durable product improvements.
  • Establish KPI-driven prioritization discipline.
• Vendor Management & Platform Governance
  • Vendor performance management.
  • SLAs.
  • Delivery commitments.
  • Escalation discipline.
  • Roadmap alignment.
  • Replacement optionality.

Qualifications

• 8+ years in digital health, healthcare IT, or Epic-integrated environments.
• Demonstrated experience with Epic / MyChart integrations.
• Fluency in interoperability (FHIR, HL7, SMART, OAuth).
• Experience leading platform reliability and release governance.
• Experience onboarding enterprise healthcare customers.
• Strong documentation and process discipline.
• Proven ability to translate technical architecture into executive-ready clarity.
• Experience influencing vendors and cross-system stakeholders.
• Comfort operating without layers and moving between executive strategy and tactical execution.

Skills & Attributes

• Systems thinker who sees patterns beyond tickets.
• Operator-builder who stabilizes today while structuring tomorrow.
• Skilled executive communicator able to translate complex infrastructure concepts into actionable insights for tech and non-technical stakeholders.
• Comfortable with accountability.
• Low-ego, high-discipline collaborator who deftly navigates healthcare legacy systems to drive process improvements alongside strategic partners.
• Thrives in complexity and growth environments.

Benefits

• Competitive compensation and benefits.
• 401(k) with company match from Day 1.
• Flexible, remote-first work environment with modern collaboration tools.
• Professional development and leadership growth opportunities.
• The chance to directly influence the operational success of a cutting-edge, virtual-first care model.
• A collaborative, mission-driven team that values mutual respect, empowered accountability, persistence, boldness, and belonging.