Strategy and Operations Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Strategy and Operations Manager

We are looking for a Strategy and Operations Manager to join the Business Operations team within our Customer Success division.

The Business Operations team works to deliver insights and impact across the Operations organization through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the organization's strategy. In this role, the Strategy and Operations Manager will serve as a business partner to the Customer Success organization while being responsible for helping to translate the corporate strategy into division-specific corporate initiatives. Beginning with the Customer Onboarding process through ongoing Customer Success management, the Strategy and Operations Manager will be tasked with defining and reporting on key performance indicators (KPIs) at every stage of the customer lifecycle while designing, implementing, and ensuring adoption of Customer Success process standards and best practices. This individual should be comfortable analyzing and working with complex data to extract business insights that impact performance. The Strategy and Operations Manager will act as a key partner to their VP-level stakeholders, generating insights into customer, segment, and team performance. This individual will be responsible for participating in the annual planning process, helping to set Customer Success team and individual goals, designing capacity model improvements, and identifying cross-functional dependencies.

Job Responsibilities

• Stakeholder management; act as a business partner to the Customer Success leadership team and executives, providing insights to help shape the strategy of the business
• Engage with Customer Success and Sales leadership on a recurring basis to review and analyze KPI trends and segment performance. More specifically, ensuring the backlog of contracted business is compliant with the policies and guidelines set forth from Sales, Operations, and Finance
• Produce business reports and metrics packages on a regular basis. Holding monthly meetings with Sales and Onboarding stakeholders to ensure at-risk backlog is being addressed and remediated in timely fashion
• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing divisional performance
• Actively participate in the monthly forecasting process during first six months in role. Becoming the directly responsible individual for the financial forecast in first year
• Enhance existing Chargeback forecast model, a key operational performance measure for athena. Drive forecast accuracy through process improvements and holding others accountable, even across divisions
• Define, structure, and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses, process improvement initiatives, and developing actionable recommendations
• Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes

Typical Qualifications

• Bachelor's Degree in Business, Finance/Accounting Operations/Supply Chain/Engineering required. MBA preferred.
• 5+ years of experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy
• 2+ years of strategy consulting firm experience preferred
• Prior experience with Salesforce, strongly preferred
• Experience in managing broad transformational or complex projects
• Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM)
• Experience serving as business partner to or regularly interacting with executive leadership teams
• Healthcare industry experience preferred, but not required
• Experience working with large and complex data sets a must
• Ability to influence cross functional teams and achieve cross divisional alignment
• Results oriented, adept in conflict resolution, skilled at prioritization and change management
• Able to work autonomously and be comfortable with ambiguity

About athenahealth

Here's our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What's unique about our locations?

From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth's offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India - plus numerous remote employees - all work to modernize the healthcare experience, together.

Our company culture might be our best feature.

We don't take ourselves too seriously. But our work? That's another story. athenahealth develops and implements products and services that support US healthcare: It's our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees - or athenistas, as we call ourselves - spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out - but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth's Corporate Social Responsibility (CSR) program, we've selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?

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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And 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.

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.

athenahealth is committed to a policy of equal employment opportunity-that's why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We're happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.

https://www.athenahealth.com/careers/equal-opportunity