Senior Strategy and Operations Associate

athenahealth • Boston, MA

3d • $96,000 - $162,000

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: The Senior Strategy & Operations Associate partners with Customer Success to translate corporate strategy into division initiatives. They define and report on KPIs across the customer lifecycle, drive adoption of process standards, and analyze complex data to deliver business insights. This role supports VP-level stakeholders in planning, goal setting, capacity modeling, and identifying cross-functional dependencies. The Senior Strategy and Operations Associate will report directly to the Business Operations Director. Team Summary: The Strategy & Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics, driving operational excellence, and enabling the execution and development of the Customer Success strategy.

Requirements

• Bachelor’s degree in Business, Finance, Analytics, or a related discipline preferred.
• 4+ years of relevant experience in commercial strategy, operations, or related fields.
• Proficiency using data visualization programs (Power BI, Tableau).
• Experience designing and managing highly utilized, business-critical dashboards and reports.
• Comfortable working with c-suite and executive-level leadership.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Experience working with large and complex data sets a must.

Responsibilities

• Act as a business partner to the Customer Success leadership team and executives, providing insights to help shape strategy and reviewing KPI trends and performance on a recurring basis.
• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively manage divisional performance.
• Produce business reports, metrics packages, and easily consumable data visualizations to solve key business questions.
• Prepare business leaders to communicate service-specific performance.
• Participate in athenahealth’s annual planning and Customer Success goal-setting processes, offering insights and analyses to support target setting and accountability.
• Maintain and manipulate forecast models and dashboards (Tableau, Salesforce) for key operational performance measures including Annual Revenue Implemented (ARI), Attrition, and Case volume.
• Trend and analyze changes in metrics over time to identify root causes and run bi-weekly/quarterly performance meetings.
• Create executive-level deliverables and present at Customer Success Leadership meetings.
• Support operational and strategic initiatives by delivering against workplans, synthesizing data, performing analyses, and providing recommendations.
• Lead and support ad hoc projects aimed at improving operational performance and business outcomes, including refreshing financial models and estimating initiative impacts.
• Identify and surface cross-divisional dependencies and project risks, providing clear updates to VP-level leadership.
• Support project teams responsible for managing and executing strategic initiatives.

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: Mid Level
• Number of Employees: 5,001-10,000 employees