Senior Product Ops: Customer Engagement & AI

Socket.dev; Belfast (ME); Hybrid; USD 83,000 - 141,000; Full time

Benefits offered by this job

Commuter support

Tuition assistance

Employee resource groups

Collaborative workspaces

Job summary

athenahealth seeks a Senior Associate, Product Operations – Customer Engagement to define and evolve governance, processes, and AI-enabled workflows across the product lifecycle. This hybrid Belfast, ME role partners with Product Operations and Customer Success to drive scalable engagement strategies and measurable outcomes.

You will coach product owners, surface actionable insights, and lead exception-management initiatives in a fast-paced healthcare software environment.

Qualifications

• Bachelor’s degree required.
• 5+ years of professional experience, including 1–2 years in customer engagement, product operations, product management, or related field.
• Healthcare and product management experience; interoperability, EHR, or B2B SaaS experience preferred.
• Demonstrated fluency with AI and automation tools, including judgment on where they help and where they do not.
• Strong process governance instincts and the ability to build scalable systems and monitor adherence.
• Proven ability to influence stakeholders horizontally and vertically without direct authority.
• Strong analytical and communication skills, with the ability to make complex data actionable.
• Comfortable working in ambiguous, fast-moving environments.
• Strong verbal and written communication skills, especially with customers and executives.
• Ability to translate between technical and non-technical audiences preferred.

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 Product Operations delivery team to ensure consistent and excellent customer engagement execution.
• Identify patterns and surface insights that drive systemic improvements across the function.
• Help extend the governance model beyond alpha and beta into releases, migrations, roadmap communication, service descriptions, and commercialization.
• Serve as escalation point for engagement scenarios outside the standard path.
• Apply judgment to determine when coaching, intervention, or escalation is needed.
• Design and document exception-handling protocols to reduce ambiguity and improve handling of edge cases.
• Translate complex customer and stakeholder needs into clear process guidance and operational action.
• Champion AI best practices within the Customer Engagement function.
• Establish standards for how AI tools are used in customer identification, recruitment, communication, and engagement analysis.
• Identify automation opportunities to reduce manual effort and improve consistency.
• Coach partners on responsible AI use, including when human judgment leads.
• Support readiness and release of AI-powered product features with best practices for validation and risk assessment.
• Stay current on AI landscape and bring forward-looking ideas into Product Operations.
• Use data and analytics to monitor engagement health, identify risks, and surface strategic insights.
• Deliver executive-level reporting on engagement metrics and program outcomes.
• Provide recommendations that shape customer engagement decisions and operating models.
• Partner with analytics and tooling teams to improve data infrastructure for customer pool management and engagement analysis.

Skills

Customer engagement

Product operations

Product management

Healthcare industry knowledge

AI & automation tools

Stakeholder influence

Analytical thinking

Communication with executives

Education

Bachelor's degree

Tools

AI governance tooling

Job description

athenahealth seeks a Senior Associate, Product Operations – Customer Engagement to define and evolve governance, processes, and AI-enabled workflows across the product lifecycle. This hybrid Belfast, ME role partners with Product Operations and Customer Success to drive scalable engagement strategies and measurable outcomes.

You will coach product owners, surface actionable insights, and lead exception-management initiatives in a fast-paced healthcare software environment.