[Hiring] Head of Platform Services & UX @Ovatient

Role Description

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.

What You’ll Own

• Digital Product Ownership – Patient & Clinical UX
  • 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
  • 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
  • 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)
  • Requirements gathering (technical & operational)
  • Configuration coordination
  • Testing & UAT orchestration
  • Go-live planning
  • Non-clinical training logistics
  • Transition from Hypercare to steady-state operations
• 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