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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Manager of Product Operations – Customer Engagement
We are looking for a Manager of Product Operations – Customer Engagement to lead our alpha/beta customer engagement program within our RCM Transformation division. In this role, the Manager of Product Operations – Customer Engagement will manage a team responsible for customer identification, recruitment, and engagement during product development while simultaneously evolving how we engage customers and transforming manual processes into scalable, automated solutions. This individual will use data and analytics to inform decisions about customer engagement, process improvements, and strategic priorities.
This is a unique opportunity for a leader who thrives in managing both evolution and growth. The Manager of Product Operations – Customer Engagement will be responsible for maintaining a high-performing alpha/beta program that engages approximately 9,000 customers across hundreds of tests while building toward a future state where work is more automated, strategic, and integrated across teams. At the same time, this individual will identify and build new customer engagement opportunities that expand the function's value. The ideal candidate has strong cross-functional influence, proven people leadership capabilities, and the ability to balance strategic thinking with process optimization while developing and motivating a team while driving meaningful change.
The Team: Featured by Gartner and in Melissa Perri's groundbreaking book Product Operations: How Successful Companies Build Better Products at Scale, the Product & RCM Operations team plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers—advancing athenahealth's vision of a thriving healthcare ecosystem. We lead cross-functional ceremonies, craft clear and compelling narratives, and ensure internal and external stakeholders are aligned on the value and direction of our product investments. Our mission is to amplify the impact of our R&D efforts by making the roadmap visible, understandable, and inspiring. We thrive on collaboration, clarity, and a shared commitment to improving healthcare.
Job Responsibilities:
- Leading a team through a transformation period while maintaining operational excellence in alpha/beta customer engagement
- Evolving alpha/beta processes from manual to automated and scaled, partnering with product operations, marketing operations, customer communications, and analytics/tooling teams
- Strengthening partnerships with Customer Success Managers to improve strategic customer relationships and post-release sentiment
- Delivering executive-level insights on alpha/beta engagement metrics and customer feedback
- Transforming and building simultaneously evolving how work gets done while expanding strategic value
- Having significant autonomy to shape the future of customer engagement at athenahealth
- Working at the intersection of product, operations, marketing, and customer success with high visibility to leadership
- Leading through change while keeping a team motivated and focused on impact
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Typical Qualifications
- Bachelor's degree required
- 7+ years professional experience, including 3+ years managing teams
- Demonstrated change management and process transformation experience in complex organizations
- Strong cross-functional influence with excellent communication skills across different audiences and contexts
- Experience in product operations, product management, or customer engagement roles, preferably in healthcare or B2B SaaS
- Strategic thinker with strong operational execution
- Data fluency—comfortable analyzing metrics and driving data-backed decision making
- Track record of developing teams and building shared ownership
- 10% for tri-annual offsites and industry education (conferences, customer events, etc.)
Expected Compensation
$104,000 - $176,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
Skills Required
- Bachelor's degree
- 7+ years of professional experience
- 3+ years managing teams
- Change management and process transformation experience in complex organizations
- Strong cross-functional influence and excellent communication skills
- Experience in product operations, product management, or customer engagement
- Healthcare or B2B SaaS experience
- Strategic thinking and strong operational execution
- Data fluency and ability to make data-backed decisions
- Track record of developing teams and building shared ownership
athenahealth Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about athenahealth and has not been reviewed or approved by athenahealth.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision options alongside additional protections like accident and critical illness coverage. Mental health support and EAP-style counseling resources are also part of the package.
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Leave & Time Off Breadth — Time-away offerings include PTO that covers vacation and sick time, paid holidays, and options for leaves of absence and sabbaticals. Flexible time off is positioned as a meaningful part of the overall rewards package for some roles.
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Retirement Support — Retirement benefits include a 401(k) plan with employer matching, supported by broader financial wellbeing resources. Equity and performance bonuses are also referenced as part of total rewards.
athenahealth Insights
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
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