Engineering Incident Manager (Portugal-based Remote/Hybrid)
Job Description
The Operational Escalation Manager manages a team dedicated to identifying and resolving unreported and escalated issues within the organization that have surpassed traditional support channels. This role goes beyond support issues and manages unreported problems across various departments and all products, such as the PTs’ portal, onboarding, devices, and logistics. The Operational Escalation Manager will lead efforts to find immediate and long-term solutions for these issues, ensuring member and client satisfaction and operational efficiency - implementing quick fixes for impacted users and collaborating with engineering and product teams to develop sustainable, long-term solutions.
Key Responsibilities:
- Issue Identification and Resolution:
- Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics.- Lead the investigation and diagnosis of these issues to understand their root causes.
- Immediate Remediation:
- Develop and implement quick-fix solutions to mitigate the impact on affected users.- Ensure rapid communication and resolution to maintain ...
The Real Dill ☘️
Founded in Portugal, SWORD Health is another digital musculoskeletal health unicorn (companies of $1Bn valuation or more) competing with the likes of Hinge Health. This makes sense - there's room in the space for multiple large players, considering the outsized impact of musculoskeletal disorders on national healthcare spending. To see just how much money there is to be made in the space, the Journal of the American Medical Association (JAMA) estimates that low back and neck pain alone accounted for a whopping $134.5B in healthcare expenditures in the US in 2016...with the number 2 spot going to other musculoskeletal disorders at a paltry $130B. The bottom line: surgeries are costly, pain is a huge factor that can be addressed through more conservative means, and physical therapy services are a huge opportunity to address both of these pain points. (October 2023)
Jon Lee, PT, DPT, OCS, FAAOMPT, MBA
Pickle co-founder
About SWORD Health
Digital musculoskeletal care provider offering personalized therapy and support.
MissionTo free two billion people from pain
Wow FactorSWORD Health's gamified approach to rehabilitation engages patients with interactive exercises and challenges, making therapy sessions enjoyable while promoting consistent progress and adherence.
Company benefits
- 📕 Learning and development allowance
Pickle is not affiliated with listed companies unless otherwise noted.
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