ERAS Business Operations Manager

Association of American Medical Colleges • Washington, DC

1d • $115,855 - $136,300 • Remote

About The Position

The Business Operations Manager will champion operational excellence and deliver critical insights that shape ERAS strategies. This impactful role involves the strategic management and execution of vital business processes, ensuring efficient operations across ERAS. The ERAS Business Operations Manager drives the operational readiness, business governance, and stakeholder account lifecycle for the ERAS product suite. This role serves as the functional owner of operational compliance and business rule governance across applicants, medical schools, programs, and specialties. A successful candidate will seamlessly balance high-level business management responsibilities with a hands-on commitment to executing routine system administration and tactical tasks essential for ERAS operational success.

Requirements

• Bachelor’s Degree
• 8-10 years of related work experience.
• Significant progressive experience in business operations roles with increasing levels of responsibility.
• Demonstrated experience leading cross-functional initiatives and influencing stakeholders without direct authority.
• Proven experience in process improvement methodologies and their practical application.
• Experience utilizing operational data and system outputs to drive workflow improvements and decision-making.
• Experience supporting administrative aspects of financial reporting and transaction reconciliation.
• Experience with internal business tools and systems, and ideally involvement in their implementation or management.
• Experience managing customer escalations and collaborating with help desk, product, and account management teams to resolve escalations.

Nice To Haves

• Master's degree (MBA, MS in Operations Management, etc.)
• Experience in high-volume operational environments, such as managing seasonal application cycles, large-scale customer registrations, or time-sensitive account onboarding pipelines.
• Proven track record of independently managing operational calendars and shifting priorities with minimal day-to-day oversight.

Responsibilities

• Document and maintain Standard Operating Procedures (SOPs), business rules, and process workflows across all operational functions to ensure continuity and accuracy ahead of each application season.
• Establish governance and secure stakeholder buy-in on operational business rules across cross-functional teams, including Product, Operations, IT, and Relationship Management.
• Analyze operational friction points and recurring pain points to identify root causes, design optimized workflows and execute continuous improvement initiatives.
• Manage operational audit trails, approval workflows, exception-handling protocols, and the master annual business operations calendar.
• Ensure knowledge-base accuracy by partnering with the support center training teams to update internal and external documentation whenever business rules evolve.
• Manage the end-to-end onboarding, registration, and annual setup lifecycles for medical schools, programs, institutions, and specialties.
• Lead cycle readiness initiatives by establishing operational launch checklists, verifying profile configuration deadlines, resolving launch blockers, and communicating risks to leadership.
• Execute ongoing account and profile management, including updating institutional profiles, processing changes, executing contract modifications, and resolving escalated applicant account requests.
• Collaborate with Product, IT, Data Services, and Relationship Management teams to align and drive operational improvements.
• Monitor and report to internal stakeholders on account completion rates, user registration milestones, timelines, and compliance requirements.
• Coordinate targeted outreach in partnership with the Relationship Management and Communications teams to assist users with ERAS operations.
• Partner with the Data Services team to request and verify necessary reporting inputs for monthly financial reports.
• Coordinate the business-side execution of complex account transactions (e.g., standard billing adjustments and customer refunds).
• Collaborate with the billing processor and Accounting to support internal tracking, validation, and administrative oversight.
• Triage and investigate complex or high-severity customer escalations from the support center, developing resolution paths and distinguishing between standard and exception-based handling.
• Review and update product Terms and Conditions (T&Cs) annually to reflect shifting operational or business rules, coordinating legal approvals and archiving historic versions.
• Identify and document systemic issues originating from customer escalations to inform broader process optimizations or product updates.

Benefits

• Hybrid Work – Primarily remote roles with the ability to work across the U.S.
• Comprehensive Health & Wellness – Medical, dental, and vision coverage; wellness programs; and fitness reimbursement
• Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave and short‑ and long‑term disability benefits.
• Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources
• Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs
• Learning & Purpose: Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level