Customer Operations Lead

Joyful Health • New York, NY

1d • Hybrid

About The Position

Joyful Health is building the financial operating system for healthcare, aiming to fix the financial chaos that leads to $125 billion in uncollected revenue for healthcare practices annually. Their AI-powered system simplifies financial operations, allowing providers to focus on patient care. The company recently closed a funding round led by world-class investors. This Customer Operations Lead role is crucial as Joyful Health scales its Revenue Recovery service line. The position involves building and owning the automation and tooling infrastructure for post-sales operations, ensuring systems, automations, and reporting run efficiently. This is a builder role for someone who thinks in systems, is excited about establishing processes from scratch, and will become the go-to person for AI and automation across the operations organization. This role is full-time and NYC-based, requiring 3 days a week in the office. It differs from traditional ops roles as it involves making calls on how CRM, ticketing, reporting, and automation layers fit together, and building new ones, rather than optimizing existing mature systems. AI and automation are central to the job, with the role evolving into Joyful Health's ops automation czar, integrating AI into customer onboarding, billing, support, and reporting.

Requirements

• Deeply aligned with Joyful Health's mission and motivated by fixing broken systems in healthcare.
• 4+ years of experience in a systems-heavy role, ideally at a startup, in consulting, or finance, with experience building process and tooling from scratch.
• Ability to think in systems, instinctively mapping workflows, identifying friction, and designing clean paths from messy inputs to reliable outputs.
• Fluency in modern ops tooling, including CRMs, ticketing systems, Airtable, BI/reporting tools, and automation layers.
• Excitement to build from zero, comfortable making decisions with incomplete information and iterating.
• Low-ego and collaborative, enjoying cross-functional partnerships, receptive to feedback, and willing to contribute to company and customer success.

Nice To Haves

• Experience building with AI tools.

Responsibilities

• Build out and own the post-sales CRM to establish a single source of truth for customer operations.
• Design and manage the ticketing infrastructure, including email and Airtable workflows, to streamline work as the team scales.
• Create reporting and dashboards to connect ops data with tooling and inform team decisions, setting the standard for reporting.
• Optimize workflows and tooling across operations by identifying friction points, building automations, and continuously improving team efficiency.
• Manage the infrastructure supporting smooth customer onboarding and billing experiences.
• Lead the integration of AI and automation, becoming the go-to person for AI-powered workflows across the ops organization.
• Ensure the ops organization runs on tooling and automations built or owned by this role.
• Guarantee customer onboarding and invoicing workflows are reliable, measurable, and scalable without linear headcount growth.
• Free up Operations leadership to focus on outcomes, forecasting, and product by ensuring the operational machine functions effectively.

Benefits

• Meaningful Impact: Opportunity to tackle complex challenges in healthcare and directly contribute to solving problems for providers.
• Autonomy & Ownership: Significant autonomy as an early team member to shape the company and challenge the status quo.
• Growth & Learning: Continuous learning and growth opportunities, taking on new challenges, expanding skill sets, and direct access to experienced founders and advisors.
• Stipends for professional development courses & books.
• Competitive Compensation & Equity: Competitive compensation packages, strong equity, and opportunity to share in the success of Joyful Health.
• Comprehensive healthcare benefits.
• Unlimited PTO (with a minimum of 10 days off a year).
• Flexibility to take care of oneself.
• Regular team off-sites and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed