Senior Product Operations — Customer Engagement

athenahealth; Belfast (ME); Hybrid; USD 83,000 - 141,000; Full time

Job summary

athenahealth is seeking a Senior Associate, Product Operations – Customer Engagement to help define and evolve the Customer Engagement function within product lifecycle governance. This hybrid Belfast, ME role collaborates in-office with teams to drive operational excellence.

This role applies governance, AI-enabled workflows, and analytics to improve how product teams engage with customers, manage scenarios, and surface insights that guide strategy and improvements across the lifecycle.

Qualifications

• Bachelor’s degree required.
• 5+ years of professional experience, including 1–2 years in customer engagement, product operations, or product management.
• Healthcare and product management experience; interoperability, EHR, or B2B SaaS preferred.
• Demonstrated fluency with AI and automation tools, including judgment on where they help.
• Strong governance instincts and ability to build scalable systems and monitor adherence.
• Proven ability to influence stakeholders without direct authority.
• Strong analytical and communication skills; able to make data actionable.
• Comfortable working in ambiguous, fast-moving environments.

Responsibilities

• Own and maintain the rules, standards, and SOPs that govern customer engagement across the product lifecycle.
• Monitor adherence to engagement standards across product owners and cross-functional partners.
• Coach product owners on customer engagement best practices and accountability.
• Partner with the Product Operations delivery team to ensure consistent and excellent customer engagement execution.
• Identify patterns and surface insights that drive systemic improvements across the function.
• Design and document exception-handling protocols to reduce ambiguity in edge cases.
• Partner with Product Owners, Customer Success Managers, and stakeholders to resolve complex scenarios with minimal disruption.
• Translate complex customer and stakeholder needs into clear process guidance and operational action.
• Support readiness and rollout of AI-powered product features with validation and risk assessment.

Skills

Stakeholder influence

Analytical skills

Communication skills

Cross-functional collaboration

Product operations knowledge

AI fluency

Ambiguity tolerance

Education

Bachelor's degree

Tools

AI tools knowledge

Data analytics tools

Job description

athenahealth is seeking a Senior Associate, Product Operations – Customer Engagement to help define and evolve the Customer Engagement function within product lifecycle governance. This hybrid Belfast, ME role collaborates in-office with teams to drive operational excellence.

This role applies governance, AI-enabled workflows, and analytics to improve how product teams engage with customers, manage scenarios, and surface insights that guide strategy and improvements across the lifecycle.