About the position
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are seeking an Emerging Product Services, Manager to join our team within the Product Optimization organization at athenahealth. Your job will be to design, implement, and scale an incubation and issue management function over our emerging products, services, and a particular focus on new partner solutions. This includes vetting contractual commitments of new partner solutions, developing workflows, SOPs, and SLAs, collaborating across internal and external stakeholders, troubleshooting complex issues and escalations, and overseeing end-to-end issue management processes to deliver the best possible customer experience. This individual will be responsible for coordinating cross-functional working groups, overseeing projects from initial kick-off and scoping, to launch and incubation, and through to full scale operations and GA handoff. You are passionate about developing processes, introducing tooling and technology, and establishing metrics to drive improved efficiencies, insights, and results. You enjoy rolling up your sleeves, learning by doing, identifying optimization opportunities, and then zooming out to develop strategies and recommendations to scale and standardize workflows. You excel at liaising between technical “in the weeds” conversations and high-level strategic planning, effectively translating between different audiences and levels of detail. The ideal candidate demonstrates excellent attention to detail and thrives in a fast-paced environment where the support needs, projects, and stakeholders are continuously evolving.
Responsibilities
- Develop and oversee tier 3 issue management engine for emerging products, services, and partnerships
- Initiate best practices, SOPs, and SLAs, partnering across tier 1-3 team members to improve the customer and stakeholder experience, and increase the efficiency of issue resolution
- Establish dashboards, trackers, and KPIs to monitor issue backlogs and best practice adherence
- Partner with CS, Product, and Partner leadership and stakeholders to advocate for solutions and prioritization needs and overcome support challenges and customer issues
- Support day-to-day operational rigor, stakeholder partnerships, and leadership insights to drive ongoing process improvements and cross-functional alignment
- Collaborate with leaders across the organization to advance initiatives, align on shared vision and mission, and ensure team resources are effectively distributed
- Serve as a subject matter expert and point of escalation for high severity issues to triage and defuse, as needed
- QA the team’s deliverables and resolutions, coaching on improvement opportunities, as needed
Requirements
- Bachelor’s Degree or equivalent experience required
- 10+ years of professional experience, with 3-5+ years of customer support and/or issue management preferred
- Existing experience as a Manager, handling executive faceoffs and leading through matrixed organizations
- CRM and technical tooling proficiency preferred, including experience in Salesforce, JIRA, Snowflake and/or SQL
- Proven role model to others of effectively building relationships across departmental lines, conducting difficult conversations, and influencing outcomes
- Confidence in communicating with executive leaders both internally and externally
- Excellent verbal and written communication skills with the ability to tailor communication based on audience, including translating and liaising between customer-facing teams, Developers, and Product Owners
- Proven experience optimizing best practices and driving problem solving that demonstrate a willingness to take risks and drive outcomes
- Strong organizational and time management skills, ability to balance multiple competing priorities
Benefits
- Commuter support
- Employee assistance programs
- Tuition assistance
- Employee resource groups
- Collaborative workspaces
- Flexibility in work-life balance
