Customer Operations Lead

Joyful Health•New York, NY

6d•$165,000 - $185,000•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 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 5+ 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're genuinely fluent with AI — and can prove it — you're already building with AI tools in your day-to-day, and can walk us through specific examples of how you've used them to change how work actually gets done. This is a requirement, not a nice-to-have.
You're fluent in modern ops tooling — CRMs, ticketing, and BI/reporting (HubSpot and Dialpad ideal), and the automation layer that glues them together.
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 bring rigor where errors matter — You're careful and controls-minded with money-adjacent and sensitive-data workflows like invoicing, customer access, and account records, and you build in checks before things break.
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, can prioritize and say no constructively when several teams want different things, take feedback well, and are willing to do whatever helps the company and its customers succeed.

Nice To Haves

Please apply even if you don't meet 100% of the criteria. Nobody checks every box every time and we'd love to talk to you about how and why you can see yourself growing into this role. We're also very open to candidates with non-traditional experience.

Responsibilities

Own the customer onboarding system — the backbone that RCSMs run on: Build and own the systems, playbooks, and tooling underneath onboarding so the Revenue Cycle Success Managers (RCSMs) who lead each customer implementation have everything they need to run it seamlessly. You're their systems-and-workflow right hand — when a customer needs something custom, you're the one who can stand it up. The RCSM owns each customer's go-live; you own the onboarding system working across every customer.
Own the invoicing process: Own the infrastructure and controls behind an accurate, on-time billing experience — with the checks that money-adjacent, healthcare-data workflows demand.
Optimize the CS and post-sales tech stack: Our HubSpot CRM and ticketing are already stood up — your job is to take the stack from built to great, continuously optimizing HubSpot, Dialpad, and the platform (and layering in AI and automation) so the CS team can deliver proactive, high-touch customer experiences.
Own the accuracy of customer records, access, and scope: Keep the exclusions registry accurate and reconciled (so we never work claims we shouldn't), lead how RCSMs apply exclusions, and own customer portal logins, passwords, and account-access management.
Turn day-to-day into documented process: Drive the SOPs and product/workflow changes behind RCSM execution, and make sure our enterprise operating systems are actually followed in practice — so the team runs on repeatable process, not tribal knowledge.
Run go-live coordination and enterprise custom-request intake: Own internal coordination for customer go-live milestones (30/60/90-day), and be the intake-and-translation point for ongoing enterprise requests for customized recovery plans — routing them to the Biller Operations Lead and productizing the common ones.
Be the product voice for customer-impacting workflows: Represent the operational reality of the customer experience to Product (e.g., the Seven Starling custom credentialing workflow) so product changes make customers' and RCSMs' lives easier.