Manager, Product Operations

athenahealth • Belfast, ME

19d • $104,000 - $176,000

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Role Summary We are seeking a Manager of Product Operations – Customer Engagement to lead our alpha/beta customer engagement program. This role 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. You'll 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. You'll 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, you'll 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. You can develop and motivate 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, this 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. What You'll Be Responsible For 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 What Makes This Role Unique You'll be transforming and building simultaneously—evolving how work gets done while expanding strategic value You'll have significant autonomy to shape the future of customer engagement at athenahealth You'll work at the intersection of product, operations, marketing, and customer success with high visibility to leadership You'll lead through change while keeping a team motivated and focused on impact

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

Benefits

• Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
• We also encourage a better work-life balance for athenistas with our flexibility.
• While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time.
• With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
• In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons.
• We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

What This Job Offers

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