Product Operations Senior Associate (Customer Engagement)
athenahealth, Belfast, Maine, us, 04915
Overview
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: We are seeking a
Product Operations – Customer Engagement Senior Associate
to join the athenahealth Product Operations team near our
Belfast, ME
location. This position plays a vital role in driving value for the Product Management organization by focusing on the client identification, recruitment, communication, and engagement of customers during the alpha and beta phases of product development. The Product Operations function at athenahealth is dedicated to providing analytics-based, consultative feedback rooted in alpha and beta product development testing best practices. Our Customer Engagement arm specifically targets a tailored, representative customer sample to inform product changes through engaged customer input. Leveraging a robust data engine, we deliver standardized, accurate reporting on alpha/beta customer engagement, enabling data-backed client identification and targeting that addresses feature-specific needs. We maintain consistent and professional communications through close partnership with Customer Marketing, ensuring customers are informed and equipped with the necessary resources throughout their journey. About the Team: Featured by Gartner and in Melissa Perri’s groundbreaking book Product Operations: How Successful Companies Build Better Product at Scale, this team plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers – advancing athenahealth’s vision of a thriving healthcare ecosystem. We lead cross-functional ceremonies, craft clear and compelling narratives, and ensure internal and external stakeholders are aligned on the value and direction of our product investments. Our mission is to amplify the impact of our R&D efforts by making the roadmap visible, understandable, and inspiring. We thrive on collaboration, clarity, and a shared commitment to improving healthcare. Responsibilities
Develop and manage targeted customer pools for alpha/beta product testing using data-driven insights Coordinate recruitment, onboarding, and ongoing communication with customers participating in alpha/beta tests Analyze engagement data and metrics to inform product decisions and improve customer experience Collaborate with Product Owners, Customer Marketing, CSMs, and other stakeholders to ensure alignment and successful execution of alpha/beta activities Influence and manage relationships with stakeholders across multiple functions to drive engagement and outcomes Support preparation and delivery of reports and presentations related to alpha/beta customer engagement Participate in tri-annual offsites and industry education events, contributing to team and personal development (approx. 10% travel annually) Additional Responsibilities
Accelerating the delivery and impact of product features through targeted alpha/beta customer engagement Planning, executing, and measuring alpha/beta product tests with a focus on customer recruitment and communication Managing centralized, data-driven customer pools for alpha/beta testing in partnership with Customer Success Managers (CSMs) Ensuring consistent, clear, and professional communications with customers and internal stakeholders Driving continuous improvements in alpha/beta customer engagement processes and outcomes Collaborating with cross-functional teams to align on product testing, user enablement, and feedback integration Qualifications
Bachelor’s Degree required Minimum 5 years overall professional experience, including 1-2 years in client communications or product management preferred Previous experience in healthcare and product management-related fields required Strong stakeholder management skills with the ability to influence stakeholders across multiple functions Excellent verbal and written communication skills, especially in customer-facing contexts Proficient in understanding and visualizing data/metrics to inform decision-making Travel
10% for tri-annual offsites and industry education (e.g., on-sites, conferences, etc.) Expected Compensation
$83,000 - $141,000 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. About athenahealth
Our vision:
In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture:
Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment:
Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can 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. 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. Learn more about our culture and benefits here: https://www.athenahealth.com/careers Equal Opportunity statement: https://www.athenahealth.com/careers/equal-opportunity
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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: We are seeking a
Product Operations – Customer Engagement Senior Associate
to join the athenahealth Product Operations team near our
Belfast, ME
location. This position plays a vital role in driving value for the Product Management organization by focusing on the client identification, recruitment, communication, and engagement of customers during the alpha and beta phases of product development. The Product Operations function at athenahealth is dedicated to providing analytics-based, consultative feedback rooted in alpha and beta product development testing best practices. Our Customer Engagement arm specifically targets a tailored, representative customer sample to inform product changes through engaged customer input. Leveraging a robust data engine, we deliver standardized, accurate reporting on alpha/beta customer engagement, enabling data-backed client identification and targeting that addresses feature-specific needs. We maintain consistent and professional communications through close partnership with Customer Marketing, ensuring customers are informed and equipped with the necessary resources throughout their journey. About the Team: Featured by Gartner and in Melissa Perri’s groundbreaking book Product Operations: How Successful Companies Build Better Product at Scale, this team plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers – advancing athenahealth’s vision of a thriving healthcare ecosystem. We lead cross-functional ceremonies, craft clear and compelling narratives, and ensure internal and external stakeholders are aligned on the value and direction of our product investments. Our mission is to amplify the impact of our R&D efforts by making the roadmap visible, understandable, and inspiring. We thrive on collaboration, clarity, and a shared commitment to improving healthcare. Responsibilities
Develop and manage targeted customer pools for alpha/beta product testing using data-driven insights Coordinate recruitment, onboarding, and ongoing communication with customers participating in alpha/beta tests Analyze engagement data and metrics to inform product decisions and improve customer experience Collaborate with Product Owners, Customer Marketing, CSMs, and other stakeholders to ensure alignment and successful execution of alpha/beta activities Influence and manage relationships with stakeholders across multiple functions to drive engagement and outcomes Support preparation and delivery of reports and presentations related to alpha/beta customer engagement Participate in tri-annual offsites and industry education events, contributing to team and personal development (approx. 10% travel annually) Additional Responsibilities
Accelerating the delivery and impact of product features through targeted alpha/beta customer engagement Planning, executing, and measuring alpha/beta product tests with a focus on customer recruitment and communication Managing centralized, data-driven customer pools for alpha/beta testing in partnership with Customer Success Managers (CSMs) Ensuring consistent, clear, and professional communications with customers and internal stakeholders Driving continuous improvements in alpha/beta customer engagement processes and outcomes Collaborating with cross-functional teams to align on product testing, user enablement, and feedback integration Qualifications
Bachelor’s Degree required Minimum 5 years overall professional experience, including 1-2 years in client communications or product management preferred Previous experience in healthcare and product management-related fields required Strong stakeholder management skills with the ability to influence stakeholders across multiple functions Excellent verbal and written communication skills, especially in customer-facing contexts Proficient in understanding and visualizing data/metrics to inform decision-making Travel
10% for tri-annual offsites and industry education (e.g., on-sites, conferences, etc.) Expected Compensation
$83,000 - $141,000 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. About athenahealth
Our vision:
In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture:
Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment:
Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can 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. 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. Learn more about our culture and benefits here: https://www.athenahealth.com/careers Equal Opportunity statement: https://www.athenahealth.com/careers/equal-opportunity
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