Strategic Operations Lead

Kairon Health • New York City, NY

4d

About The Position

Kairon Health is seeking a Customer Operations Lead to manage the entire customer experience from contract signing to ongoing adoption. This role is crucial at the intersection of customer implementation, support, and product operations. You will act as the liaison between customers, product, and engineering, ensuring smooth execution as customers onboard, configure, and utilize Kairon in value-based care settings. You will be the primary point of accountability for ensuring no details are missed during customer onboarding, configuration, and usage in complex care environments. Your responsibilities will include developing playbooks, managing implementations, translating customer needs to engineering, and ensuring all issues are resolved. You will work directly with senior leadership and influence product direction due to your deep understanding of customer needs.

Requirements

• 2-5 years of experience in consulting, business operations, or customer-facing roles with ownership of relationships and outcomes.
• Strong written and verbal communication skills for internal summaries, customer emails, and engineering messages.
• Highly organized, detail-oriented, and capable of managing multiple simultaneous tasks.
• Strong data fluency, including comfort with spreadsheets and structured datasets, and the ability to reason about data quality and management.
• Ability to reason about data quality, spot anomalies, and work with pivot tables or large CSV files.
• Strong technical fluency and interest in software/AI product design, development, and improvement.
• Comfort using modern AI tools (e.g., ChatGPT, Claude) in daily work.
• Systems-thinking mindset.
• Experience and/or strong interest in healthcare and health tech, with curiosity about policy, value-based care, and healthcare operations.
• Ability to remain calm under ambiguity, navigate urgency, vague feedback, and competing priorities.

Nice To Haves

• Experience in health tech, value-based care, or ACO/payer environments.
• Exposure to SQL, dashboards, or analytics tools (Snowflake, Looker, Metabase, etc.).
• Experience supporting enterprise software implementations or customer onboarding.

Responsibilities

• Own the end-to-end customer journey from signed contract to confident daily usage, including timelines, checklists, and training.
• Develop and refine scalable onboarding playbooks, transitioning from custom to repeatable processes while maintaining quality.
• Proactively manage checklists, timelines, and shared documentation to maintain momentum and unblock delays.
• Ensure customer progress by managing data and decision-making timelines.
• Handle first-line customer support for questions, requests, and feedback, ensuring clear answers and issue resolution.
• Document issues clearly, coordinate with engineering for fixes, and track issues to completion.
• Build a knowledge base to address common questions and improve support scalability.
• Prioritize tasks and ensure timely communication and resolution with customer stakeholders.
• Act as a communication bridge between customers and product/engineering, translating needs into actionable insights.
• Anticipate customer needs and proactively identify potential issues.
• Identify and flag recurring patterns in customer issues, not just individual tickets.
• Escalate issues thoughtfully, handle independently when possible, and keep customers informed.
• Collaborate with the team and senior leadership to enhance overall customer experience.

Benefits

• Meaningful ownership through equity as one of the first 10 hires.
• Opportunity to build customer operations from the ground up.
• Direct impact on patient care.
• Clear trajectory for growth into leadership roles (Head of Customer Success, Director of Implementations, Product leadership).
• Work in an interesting operational phase of a startup ('how do we do this 10x without breaking?').
• A seat at the table with senior leadership.
• Commitment to diversity and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed