Implementations and Customer Operations Manager

Rovi Health•New York, NY

3d•$110,000 - $130,000•Onsite

About The Position

Rovi is an AI-powered care concierge and virtual clinic for employer health plans. We use clinical and health-plan data to understand what care each member needs, guide them through it, and connect them with high-quality, affordable providers. When someone has a condition we can treat directly, we do that through our own virtual clinic. The problem we’re solving: healthcare is fragmented, difficult to navigate, and more expensive than it needs to be. A hospital MRI might cost $3,000, while an independent imaging center down the block charges $500 for the exact same scan. But nobody tells the patient, the doctor often doesn’t know the price, and the employer won’t see the claim for months. The expensive option wins by default. Rovi changes that. We deliver high-quality care to members before they choose the expensive or low-quality default. Our AI-native clinic allows us to treat and navigate care, meaning we can reduce outpatient spend by over 30% while improving health outcomes. We give members one place to turn when they need care, then stay with them through the full journey. We’re live with more than 100,000 members across the country, and growing quickly. We’re backed by Y Combinator, Lightspeed, Gradient, Liquid 2, and others.

Requirements

1-3 years of meaningful ownership: You may come from operations, implementation, customer success, consulting, healthcare, financial services, or another environment where you were trusted to solve difficult problems and deliver results.
Escalate early: When something isn’t working, you flag it, explain what’s getting in the way, and bring in the right people before it becomes a bigger problem. You default to solving problems yourself first.
Hold your own with customers: You’ll work with brokers, consultants, and benefits leaders who know the healthcare space well. You can lead a productive conversation, write a clear update, and explain what value we’re driving toward together.
People don’t have to chase you: If you say you’ll do something, you do it. You keep track of the details, follow up with others, and make sure important work doesn’t stall. You overcommunicate when priorities change so it’s easy to discuss tradeoffs.
You’re analytical: You’re metrics-obsessed, and let data drive decision-making. You’re comfortable digging into performance data, connecting it to what you’re hearing from customers, and using both to decide what we should do next.
You learn fast: Healthcare is complicated, and we don’t expect you to know everything on day 1 (or day 100). We do expect you to ask good questions, absorb new information quickly, and become fluent enough to earn the trust of customers and teammates.
You take ownership and want to build: This role won’t come with a finished playbook. You’re curious about how things work, quick to find the context you need, and willing to propose a way forward instead of waiting for instructions. You’ll take responsibility for the processes you inherit and make them clearer, more consistent, and easier for the company to scale.
You work AI-natively: You follow new models and tools, experiment with them, and use AI to research, analyze, automate repetitive work, and move faster. You also know that raw AI output is not finished work. You check the details, apply your own judgment, and make sure anything you produce is clear, accurate, and sounds human.
You don't need healthcare experience. We care about systems thinking, execution speed, and building things that work.

Responsibilities

Run implementations from signed contract through launch: coordinating eligibility, claims, and pharmacy data, collecting plan documents, building enrollment and consent flows, and getting member communications out on time.
Build the plan, make sure everyone knows what they owe and when, catch obstacles early, and drive each launch across the finish line.
Own activation, retention, and renewal, and build a reporting funnel that shows the full value story from consent through outcomes: members activated, members engaged, dollars saved, and more.
Work with our clinical team on outreach strategy, getting members onto the right care journeys and driving toward better health outcomes.
Become a trusted partner to benefits leaders, brokers, consultants, and TPAs.
Lead implementation and performance calls, write clear updates, surface risks early, and make sure every open item has an owner and a due date.
Define what value looks like for each customer and build the right motion around it.
Communicate product updates to customers and surface their requests to our engineering team with enough context and specificity to act.
Help distinguish between one-off feature requests and recurring problems we should solve at the product or process level.