Customer Operations Lead

Joyful Health•New York City, NY

1d•Hybrid

About The Position

Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product. We just announced our $22M Series A led by CRV and world-class investors including the founders of MongoDB & KAYAK. 🚀 We have an enormous opportunity in front of us. The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive. If you're passionate about empowering medical practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you.

Requirements

You're deeply aligned with Joyful Health's mission — You're motivated by fixing broken systems in healthcare and want to see your work show up in how practices actually run.
You have 4+ years of experience in a systems-heavy role — Ideally at a startup, or in consulting or finance, where you've had to build process and tooling from scratch rather than inherit it.
You think in systems — You instinctively map workflows, spot where the friction is, and can design a clean path from messy inputs to reliable outputs.
You're fluent in modern ops tooling — CRMs, ticketing systems, Airtable, BI/reporting tools, and the automation layer that glues them together.
You're excited to build from zero — You see a blank page as an opportunity, not a problem.
You're comfortable making calls with incomplete information and iterating as you learn.
You're low-ego and collaborative — You love partnering across functions, take feedback well, and are willing to do whatever helps the company and its customers succeed.

Nice To Haves

Bonus points if you've already been building with AI tools.

Responsibilities

Build out and own our post-sales CRM: Stand up a real system of record for customer operations so the team has one source of truth on every account.
Design our ticketing infrastructure: Own the email ticketing system and Airtable ticketing workflows, and shape how work flows through the team as we scale.
Build reporting and dashboards: Create the connective tissue between our ops data, our tooling, and how the team makes decisions. (Fair warning: reporting will live in a few different hands across ops — but you'll set the standard.)
Optimize workflows and tooling across ops: Be the unofficial ops automation czar — spotting friction, building automations, and continuously sharpening how the team operates.
Manage the systems behind onboarding and invoicing: Own the infrastructure that supports a smooth customer onboarding and billing experience.
Lead on AI and automation: Over time, become the person the rest of the ops org turns to for AI-powered workflows and automation.