Manager of Product Operations – Customer Engagement at Athena Health in Belfast ME

Job description

• 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.

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

Requirements

• 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.)

Skills

Required

• change management
• process transformation
• cross-functional influence
• communication skills
• strategic thinking
• operational execution
• data fluency
• team development
• building shared ownership

Benefits

• Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.
• We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
• In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
• $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.