Product Ops Leader: Customer Engagement & Scale

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

Benefits offered by this job

Health benefits

Tuition assistance

Employee resource groups

Flexible work options

Dog-friendly offices

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 evolving engagement and automating processes.

The ideal candidate will have 7+ years of experience, including 3+ years managing teams, with strong cross-functional influence and a data-driven mindset.

Qualifications

• Bachelor's degree required.
• 7+ years of professional experience, including 3+ years managing teams.
• Proven change management and process transformation experience.
• Strong cross-functional influence with excellent communication across audiences.
• 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 decisions.
• Track record of developing teams and building shared ownership.
• 10% travel for tri-annual offsites and industry education.

Responsibilities

• Lead a transformation period while maintaining operational excellence in alpha/beta engagement.
• Evolve alpha/beta processes from manual to automated and scaled, partnering with operations, marketing, communications, and analytics teams.
• Strengthen partnerships with Customer Success Managers to improve relationships and sentiment.
• Deliver executive-level insights on alpha/beta engagement metrics and feedback.
• Transform and build how work gets done while expanding strategic value.
• Shape the future of customer engagement at athenahealth with autonomy.
• Collaborate across product, operations, marketing, and customer success with leadership visibility.
• Keep the team motivated and focused on impact.

Skills

Team leadership

Change management

Cross-functional influence

Product operations

Data analytics

Strategic thinking

Communication

Healthcare/B2B SaaS experience

Education

Bachelor's degree

Tools

Analytics tools

CRM platforms

Job description

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 evolving engagement and automating processes.

The ideal candidate will have 7+ years of experience, including 3+ years managing teams, with strong cross-functional influence and a data-driven mindset.