Lead Operations Manager: End-to-End Lead Flow

athenahealth

Massachusetts

On-site

USD 97,000 - 165,000

Full time

14 days+

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Benefits offered by this job

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Job summary

athenahealth is seeking a Manager, Lead Operations to own the end-to-end lead lifecycle from capture to recycling, establishing governance and performance measures across Marketing and Sales. You will partner with Sales Operations, Data Science, IT, Analytics, and Operations to optimize scoring, routing, and qualification models and to drive reliable, scalable lead flow.

The role combines marketing and revenue operations expertise with strong analytical problem-solving and people leadership to

Qualifications

Bachelor's degree or equivalent relevant experience.
5+ years of experience in Marketing Operations, Revenue Operations, Sales Operations, Demand Generation Operations, or a related discipline.
1+ years of people management experience or demonstrated experience leading, coaching, and developing others.
Demonstrated experience owning or playing a significant leadership role in a complex lead management ecosystem.
Experience managing lead processes including lead capture, enrichment, qualification, scoring, routing, assignment, sales handoff, disposition, and recycling.
Experience defining or managing lead lifecycle stages, qualification criteria, routing rules, SLAs, and operational governance.
Strong understanding of CRM and marketing automation platforms such as Salesforce, Marketo, HubSpot, Eloqua, Account Engagement, or similar technologies.
Experience working with lead scoring models, including behavioral and demographic scoring, predictive scoring, or machine learning-informed models.
Experience with lead-to-revenue reporting and funnel performance analysis, including the use of downstream outcomes to evaluate lead quality and operational effectiveness.

Responsibilities

Own the end-to-end lead lifecycle from capture and enrichment through qualification, scoring, routing, sales handoff, disposition, and recycling.
Establish and govern lead lifecycle definitions, qualification criteria, routing and assignment rules, SLAs, disposition processes, and other lead management standards.
Monitor lead flow health and proactively identify and resolve bottlenecks, routing issues, data quality problems, lead leakage, processing delays, and other operational gaps.
Continuously optimize lead workflows, integrations, business rules, and controls to improve reliability, speed, scalability, and conversion.
Partner with Sales Operations and Sales leadership to strengthen lead acceptance, follow-up, disposition, recycling, and closed-loop feedback between Marketing and Sales.
Serve as the business and operational owner of lead scoring and qualification models, ensuring they reflect go-to-market priorities, buyer behavior, and sales feedback.
Partner with Data Science and Analytics to evaluate model performance, recommend enhancements, validate changes, and manage testing and rollout.
Establish governance for scoring and qualification changes, including requirements, impact assessment, testing, documentation, and post-launch validation.
Define and monitor lead flow and funnel KPIs, connecting operational performance and lead quality to downstream outcomes such as sales acceptance, opportunity creation, pipeline, and conversion.
Use performance data and stakeholder feedback to identify opportunities to improve scoring, qualification, routing, and overall funnel effectiveness.