Customer Experience Manager

athenahealth • Belfast, ME

3d • $78,000 - $132,000

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: The ICM will strategically manage and own projects and programs on the Service Platform Enablement Team (SPIES) team, with a focus on process improvement, Care transformation, and the operationalization of AI-enabled capabilities. They will partner with stakeholders across business areas, athenaIT, and SPIES peers to define use cases, data requirements, and success criteria for both manual and AI-driven solutions. The ICM will ensure changes to the Customer experience align with business requirements, oversee model validation and testing, and approve new functionality—balancing performance, explainability, and risk controls as features move to production. About the Team: The Service Platform Enablement Team designs athenahealth’s issue resolution processes and drives continuous improvement of support methodologies, tools, and emerging technologies. The team defines a customer-centric issue resolution path and optimizes Salesforce Service Cloud, engagement platforms, and AI/ML tooling to enable best-practice processes that manage issues efficiently and increase customer satisfaction. In collaboration with SPIES members and cross-functional partners, this role ensures teams have optimal Salesforce configuration, documentation, support, reporting, and responsible AI governance—helping translate model outputs into operational improvements, monitor model performance, and sustain adoption within organizational standards.

Requirements

• Bachelor’s degree or equivalent experience.
• Deep knowledge of athenahealth products and platform capabilities.
• Proven customer obsession — consistently delights both external and internal customers.
• Track record of owning and independently delivering complex projects end-to-end.
• Strong analytical, problem-solving and data-driven decision-making skills.
• Demonstrated leadership and influencing skills to drive outcomes across teams.
• Excellent written and verbal communication; comfortable presenting to SLT and broad stakeholder groups.
• Skilled with CRM, WFM, telephony tools and Microsoft Office/Teams (Outlook, Word, Excel, PowerPoint).
• Exceptional organizational skills — manages multiple, detail intensive, time sensitive‑ priorities with accuracy.
• Adaptability and eagerness for change — thrives in fast-paced, transformation-focused environments.

Responsibilities

• Lead program and stakeholder management across Customer Care to identify, prioritize, and implement process, policy, and procedure improvements that increase operational efficiency and effectiveness, including the evaluation and operationalization of AI-enabled solutions.
• Partner with Care Leadership, athenaIT, and cross-functional stakeholders to define problems, capture user personas/stories and requirements, map business processes, and support solution delivery — from scoping AI/ML use cases and data requirements through model validation, UAT, and release.
• Serve as the primary coordinator supporting the Director across the Issue Management continuum—balancing competing stakeholder needs, influencing cross-division decisions, and ensuring AI-driven and manual solutions are scalable, equitable, and aligned to business priorities.
• Monitor current-state performance and AI model outputs, conduct ROI and impact analyses (including model efficacy, bias, and drift assessments), and translate data into actionable recommendations to improve outcomes and reduce operational work.
• Lead change management, governance, and adoption for both traditional and AI-enabled process changes: present key results and risk/benefit assessments to stakeholders from project teams to executive leadership, and drive training and controls to ensure responsible, explainable use of AI.
• Drive calibration amongst teammates and geographies to drive accuracy and consistency within team processes that are daily, weekly, monthly, and quarterly, ensuring tasks are executed upon in a timely and complete manner including but not limited to:
• Work cross-organizationally to ensure SPIES is considering global impacts of process changes and factoring in the needs of other business areas
• Leverage dashboards to perform data analysis for inflow inspection and trending when needed
• Mentor and support junior level teammates as needed
• Complete professional development self-led trainings
• Administrative tasks & meetings

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees