Platform Operations, Associate

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

We are seeking a Platform Operations Associate to join our Platform Operations team at our Belfast, ME location. In this role, you will bridge day-to-day platform support with targeted process improvement. You’ll support our Platform Services by triaging and resolving cases, troubleshooting complex issues, and enabling solutions for internal and external stakeholders. You will also leverage data-driven insights and AI-assisted analysis to identify enhancement opportunities and drive initiatives that improve key performance metrics in partnership with cross-functional teams.

The ideal candidate is a strong problem-solver and communicator eager to deepen their technical skills and operational domain expertise . They demonstrate meticulous documentation practices, collaborate effectively across teams, and show emerging leadership by facilitating discussions, shaping clear problem statements, and coordinating delivery for scoped work streams. They are adaptable in a dynamic environment, take ownership of a defined set of responsibilities, and proactively identify and execute improvements within both existing and evolving processes.

The Platform Operations team supports our Platform customers by managing issues and enabling products such as APIs, Data View, athena

Payer, and Coordinator Core. We work closely with product teams to design and implement operations for evolving Platform products and partnerships. We leverage skills acquired from scaling operations for our Platform offerings to act as a shared service, collaborating with other operations teams to drive process improvements and achieve scaled outcomes. Our team values innovation, collaboration, and continuous improvement, creating an environment where everyone can contribute value and grow their careers.

• Support daily platform operations by managing and troubleshooting complex customer issues using Salesforce and case management tools, ensuring timely resolution.
• Create, update, and manage JIRA tickets; collaborate with product and technical teams to investigate and resolve issues.
• Develop and maintain clear process documentation (SOPs, knowledge articles, escalation guides) reflecting current practices and improvements.
• Collaborate with stakeholders to understand business problems, gather requirements, and contribute to solution design.
• Use data tools (spreadsheets, reports, BI dashboards) to monitor key metrics, identify trends, and highlight process improvement opportunities.
• Lead small projects or work streams focused on process optimization alongside Senior Associates and cross‑functional teams.
• Facilitate cross‑team discussions and working sessions to align on issues, requirements, and solutions.
• Learn and apply new technologies, including AI and automation tools, to enhance team workflows.
• Advocate for customers by anticipating pain points and documenting scalable workflows to address them.
• Track project progress, risks, and outcomes to support continuous improvement initiatives.

• 1–3 years in an analyst, operations, or support role, or equivalent education and experience.
• Healthcare or health IT experience is a plus.

• Quick learner of new technologies and product features (e.g., SQL, APIs, BI/AI tools).
• Proficient with data analysis and reporting; familiarity with JIRA/Confluence or similar tools is a plus.
• Basic knowledge of data management and platform services is beneficial.

• Strong verbal and written communication; able to synthesize information for technical and non‑technical audiences.
• Effective collaborator who can facilitate small group discussions or working sessions.
• Skilled in documentation, including clear user stories/tickets with acceptance criteria.

• Analytical and structured approach: frames ambiguous problems, forms hypotheses, designs simple analyses, and interprets trends.
• Skilled in root‑cause analysis, workflow assessment, KPI definition, baseline/target…