Manager of Product Operations – Customer Engagement

Athenahealth is looking for a Manager of Product Operations – Customer Engagement to lead its alpha and beta customer engagement program within the RCM Transformation division. This role helps identify, recruit, and engage customers during product development, while shifting engagement practices from manual workflows to scalable, automated processes supported by data and analytics.

Based onsite in Belfast, ME, the manager will work with cross-functional partners across product operations, marketing operations, customer communications, analytics, and tooling. The position offers significant autonomy and visible leadership alignment as the team transforms how customer engagement work gets done.

What you’ll do

• Lead a team through a transformation period while maintaining operational excellence in alpha and beta customer engagement
• Evolve alpha and beta processes from manual to automated and scaled, partnering across product operations, marketing operations, customer communications, and analytics and tooling teams
• Strengthen relationships with Customer Success Managers to improve strategic customer engagement and post-release sentiment
• Provide executive-level insights on alpha and beta engagement metrics and customer feedback
• Transform and build simultaneously, expanding both strategic value and the way work is executed
• Operate at the intersection of product, operations, marketing, and customer success with high visibility to leadership
• Lead through change while keeping the team motivated and focused on measurable impact

What you bring

• 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 and 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 mindset with strong operational execution
• Data fluency, including comfort analyzing metrics and using data-backed decision making
• Track record of developing teams and building shared ownership
• Ability to spend 10% of time on tri-annual offsites and industry education (conferences, customer events, etc.)

Team context

• The Product & RCM Operations team is featured by Gartner and in Melissa Perri’s book Product Operations: How Successful Companies Build Better Products at Scale
• It plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers, supporting Athenahealth’s vision of a thriving healthcare ecosystem
• Leads cross-functional ceremonies, creates clear and compelling narratives, and helps align internal and external stakeholders on the value and direction of product investments
• Mission: amplify the impact of R&D efforts by making the roadmap visible, understandable, and inspiring

Compensation and total rewards

• USD 104,000 - 176,000 per year
• Base pay depends on job-related experience, relevant knowledge and skills, comparison to others in similar roles, and geographical market rates
• Total Rewards may include short- and long-term incentives such as an annual discretionary bonus plan, variable compensation plan, and equity plans (depending on role eligibility)