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Head of Product Operations and Support

Dawn Health

Dawn Health

Product, Customer Service, Operations
Capital Region of Denmark, Denmark · Capital Region, Iceland
Posted on Tuesday, June 25, 2024

Dawn Health is a leading Digital Health product company that empowers Life Science companies to create elegantly designed digital solutions quickly and in compliance with the highest quality and reliability standards. We are looking for a Head of Product Operations & Support to join our team in Copenhagen.

The Opportunity:

Dawn Health is looking for an experienced SW operations leader to take responsibility for defining and operating digital health products. The role will include setting the strategy, driving the implementation, and owning the budget for operations across multiple digital health products that have been developed in collaboration with Pharma partners. Your main responsibilities will include:

  • O&M processes and implementation
  • Support processes and implementation
  • Supporting processes and implementation such as: Access management and IT support
  • Defining requirements for the Dawn Health platform to ensure efficient and effective O&M

You will work across capabilities with the mandate to ensure that the products can be managed in a lean and efficient way, while living up to the strict regulatory and client requirements.

About You:

  • Have a proven track record of driving SW operations and support teams
  • Have experience from startup/scale up
  • Have excellent analytical skills
  • Have excellent communications and stakeholder management skills
  • Have experience from a regulated industry (ideally digital health)

Your Responsibilities:

  • Define and implement processes for product O&M so that Dawn has a standardized way of working across products
  • Define and implement processes for Product support so that Dawn has a standardized way of working across products
  • Define and implement reporting frameworks and tools related to O&M and support so that Dawn can measure and report on SLA compliance
  • Define the Dawn Health O&M service offering so that clients have a clear understanding of the Dawn Health O&M offering
  • Define, monitor and control product budget associated with O&M and support so that product O&M costs are controlled
  • Define and implement processes related to design transfer from development to operations so that Product launch is effective and efficient
  • Define and implement processes to ensure product change management for non-SaMD products so that product changes are managed effectively and efficiently
  • Own the Dawn Health ISMS and any certifications associated with this so that Dawn health can efficiently manage information security
  • Define and implement processes related to privacy and security so that Dawn can ensure compliance to relevant regulatory and customer requirements
  • Own processes and tools associated with access management so that Dawn complies with relevant standards and data is secure
  • Own processes and tools associated with internal IT support so that Dawn is working efficiently and effectively with IT support
  • Define and implement processes related to incident management so that Incidents are managed according to SLA
  • Identify and drive cost optimization initiatives related to the DH products so that Dawn Health can increase profitability
  • Define the Dawn Health supplier management processes so that Dawn Health has an efficient process for managing suppliers
  • Define the Dawn Health process for deployment and provisioning of cloud infrastructure so that Dawn health has an efficient way of provisioning and managing cloud infrastructure
  • Own tool validation processes so that So that Dawn ensures proper tool validation
  • Own the budget for IT support so that so that IT costs are managed
  • Own the budget for Product support + O&M so that product O&M costs are managed
  • Own the tool validation master plan and associated activities so that Relevant tools are validated

What We Offer:

  • A chance to work alongside innovative colleagues who are great at what they do and are happy to share their knowledge.
  • An open, informal, and friendly atmosphere, that we are proud of and nourish.
  • A broad range of meaningful projects and products.
  • Autonomy, self-leadership, and confidence in you and your abilities.
  • Celebration of our wins and social events on a regular basis to meet and get to know all the Dawn employees.

About Dawn Health:

Dawn Health is a digital health company specializing in developing Software as Medical Device (SaMD) and other regulated healthcare solutions. We deliver both strategic consulting and development of innovative digital therapies targeting patients on a global scale. Working at Dawn Health is more than just a job. We are not just looking for new employees. We are looking for deeply passionate souls, gifted minds, innovators, team players, entrepreneurs and people who believe they can change the world. We love to build things, change the status quo, and drive a new digital health agenda that will impact 1 million patients by 2030.

Our passion not only includes the urge to make a difference, and “Code to Save Lives”, we’re also very focused on our people. There is a great social culture at Dawn Health, and throughout the company you will find warm, helpful, and friendly colleagues. When we hire, we do not just look for professional skills and talent, we look for people who will thrive in our environment and who will make a good addition to the team and contribute to the culture.

Our DNA:

We hire people with a broad set of technical skills who are ready to take on some of technology's greatest challenges and make an impact on millions of patients. At Dawn Health, engineers not only revolutionize the healthcare industry, but they also routinely work on innovation projects with the potential to become large-scale applications and entirely new digital health platforms.