Manager of Product Operations – Customer Engagement
About The Position
We are looking for a Manager of Product Operations – Customer Engagement to lead our alpha/beta customer engagement program within our RCM Transformation division. In this role, the Manager of Product Operations – Customer Engagement will manage a team responsible for customer identification, recruitment, and engagement during product development while simultaneously evolving how we engage customers and transforming manual processes into scalable, automated solutions. This individual will use data and analytics to inform decisions about customer engagement, process improvements, and strategic priorities. This is a unique opportunity for a leader who thrives in managing both evolution and growth. The Manager of Product Operations – Customer Engagement will be responsible for maintaining a high-performing alpha/beta program that engages approximately 9,000 customers across hundreds of tests while building toward a future state where work is more automated, strategic, and integrated across teams. At the same time, this individual will identify and build new customer engagement opportunities that expand the function's value. The ideal candidate has strong cross-functional influence, proven people leadership capabilities, and the ability to balance strategic thinking with process optimization while developing and motivating a team while driving meaningful change. The Team: Featured by Gartner and in Melissa Perri's groundbreaking book Product Operations: How Successful Companies Build Better Products at Scale, the Product & RCM Operations team plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers—advancing athenahealth's vision of a thriving healthcare ecosystem. We lead cross-functional ceremonies, craft clear and compelling narratives, and ensure internal and external stakeholders are aligned on the value and direction of our product investments. Our mission is to amplify the impact of our R&D efforts by making the roadmap visible, understandable, and inspiring. We thrive on collaboration, clarity, and a shared commitment to improving healthcare.
Requirements
- Bachelor's degree required
- 7+ years professional experience, including 3+ years managing teams
- Demonstrated change management and process transformation experience in complex organizations
- Strong cross-functional influence with excellent communication skills across different audiences and contexts
- Experience in product operations, product management, or customer engagement roles, preferably in healthcare or B2B SaaS
- Strategic thinker with strong operational execution
- Data fluency—comfortable analyzing metrics and driving data-backed decision making
- Track record of developing teams and building shared ownership
Responsibilities
- Leading a team through a transformation period while maintaining operational excellence in alpha/beta customer engagement
- Evolving alpha/beta processes from manual to automated and scaled, partnering with product operations, marketing operations, customer communications, and analytics/tooling teams
- Strengthening partnerships with Customer Success Managers to improve strategic customer relationships and post-release sentiment
- Delivering executive-level insights on alpha/beta engagement metrics and customer feedback
- Transforming and building simultaneously evolving how work gets done while expanding strategic value
- Having significant autonomy to shape the future of customer engagement at athenahealth
- Working at the intersection of product, operations, marketing, and customer success with high visibility to leadership
- Leading through change while keeping a team motivated and focused on impact
Benefits
- 10% for tri-annual offsites and industry education (conferences, customer events, etc.)
- health and financial benefits
- commuter support
- employee assistance programs
- tuition assistance
- employee resource groups
- collaborative workspaces
- company culture based on learning
- support of an engaged team
- inclusive environment where all employees are valued
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What This Job Offers
Job Type
Full-time
Career Level
Manager
