Emerging Product Services, People Manager

Overview

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

The Emerging Product Services (EPS) team incubates new products, services, and partners by designing optimal enablement pathways, providing customer support, developing training collateral, and surfacing gaps to Product, ensuring that enablement workflows are optimized and scaled. The focus of this people manager role will be leading the “Product Delivery” function of EPS, which provides Product-embedded operations support, including PEX messaging campaign builds (pseudo-code deployment of messaging templates to engage patients), athena

Patient and portal app support (triaging and theming all patient feedback responses and reporting to Product), as well as other operational projects to scale new products and bridge readiness gaps.

The ideal candidate will demonstrate excellent attention to detail and thrive in a fast-paced environment where the support needs are continuously evolving. You enjoy developing people and growing teams to drive results, elevate individual skillsets, and introduce tooling and technology to drive efficiencies and insights. You prefer to roll up your sleeves, learn by doing, identify enhancements to best practices, and then zoom out to develop strategies and deploy recommendations to scale the team.

• Collaborate with Product and Support leaders across the company to advance strategic initiatives, align on shared vision, and develop optimal and efficient solutions to enable products
• Partner with stakeholders to identify process improvement opportunities, wick work away from other teams, and develop scalable solutions to overcome product gaps and customer issues
• Initiate best practice and SOP improvement opportunities and ensure team resources are effectively distributed
• Partner with direct reports to improve the customer and stakeholder experience, and increase the efficiency and impact of the team
• Ensure all escalated issues are quickly and effectively triaged and communicated, lead stakeholder calls to deescalate
• Responsible for professional development of direct reports, including identifying training needs and providing development opportunities
• Conduct 1:1s and team meetings with direct reports to motivate and guide them in their work
• Set and monitor annual performance goals and objectives, including performance coaching and delivering reviews
• Build, maintain, and deliver team KPIs and reporting to support day-to-day operational rigor and leadership insight
• QA the team’s deliverables and resolutions, coaching on improvement opportunities, as needed

• Bachelor’s Degree or equivalent experience required
• 10+ years of professional experience or equivalent combination of experience/education, preferably including 3-4 years supporting athena
  
  One application in Product or Support function
• 3-5+ years of people management experience preferred
• 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

$84,000 - $142,000

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.

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…