Manager of Product Operations - Customer Engagement

athenahealth; Belfast (ME); On-site; USD 104,000 - 176,000; Full time

Job summary

athenahealth is seeking a Manager of Product Operations - Customer Engagement to lead our alpha/beta customer engagement program within the RCM Transformation division. You will manage a team responsible for identifying, recruiting, and engaging customers during product development while driving automation and scalable processes.

This role requires building data-driven insights, partnering across product operations, marketing, customer communications, and analytics teams, and expanding the

Qualifications

• Bachelor's degree required.
• 7+ years of 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.
• 10% for tri-annual offsites and industry education (conferences, customer events, etc.)

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
• undefined

Skills

Change management

Cross-functional influence

Communication skills

Product operations

Healthcare/B2B SaaS

Data analytics

Team leadership

Strategic thinking

Operational execution

Industry education

Education

Bachelor's degree

Job description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Manager of Product Operations - Customer Engagement

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.

Job 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
• undefined

Typical Qualifications

• 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
• 10% for tri-annual offsites and industry education (conferences, customer events, etc.)

Expected Compensation

$104,000 - $176,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients - powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented employees