Customer Operations Lead
Job in
New York City, Richmond County, New York, USA
Listed on 2026-04-24
Listing for:
Joyful Health, Inc
Full Time, Part Time
position Listed on 2026-04-24
Job specializations:
-
IT/Tech
Job Description & How to Apply Below
Building the financial operating system for healthcare, and bringing the joy back to healthcare by fixing the financial chaos behind it.
The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks.
Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product.
We just closed a funding round led by world-class investors and angels including the founders of Mongo
DB & KAYAK.
We have an enormous opportunity in front of us. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive.
If you're passionate about empowering medical practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you.
The Role
Why This Role Exists
As Joyful Health continues to grow our Revenue Recovery service line, our post-sales operation is outgrowing the tools and workflows that got us here. We need someone who owns the connective tissue - the systems, automations, and reporting - that make customer ops actually run.
The Customer Ops Lead builds and owns the automation and tooling infrastructure behind our post-sales operation. You'll partner closely with Operations leadership so they can stay focused on outcomes, customer account performance, forecasting, and our product - while you make sure the machine underneath runs beautifully.
This is a builder role for someone who thinks in systems, gets excited about standing up process from scratch, and wants to become the go-to person for AI and automation across the entire ops org.
This role is full-time. We're looking for someone NYC-based who is open to coming into the office 3 days a week.
What Makes This Different
This isn't a traditional ops seat at a company with mature systems. Two principles shape how we think about this role:
You own the connective tissue, not a single tool. Most ops hires inherit a stack and optimize within it. You'll be making the actual calls on how our CRM, ticketing, reporting, and automation layers fit together, and building the ones that don't exist yet! Your work shows up in how quickly the rest of the team can move.
AI and automation are core to the job, not a side project. We're an AI-native team across every function. Over time, this role grows into Joyful Health's ops automation czar - the person bringing AI and automation into how we onboard, bill, support, and report on customers.
What you'll do...
- Build out and own our post-sales CRM: Stand up a real system of record for customer operations so the team has one source of truth on every account.
- Design our ticketing infrastructure: Own the email ticketing system and Airtable ticketing workflows, and shape how work flows through the team as we scale.
- Build reporting and dashboards: Create the connective tissue between our ops data, our tooling, and how the team makes decisions. (Fair warning: reporting will live in a few different hands across ops - but you'll set the standard.)
- Optimize workflows and tooling across ops: Be the unofficial ops automation czar - spotting friction, building automations, and continuously sharpening how the team operates.
- Manage the systems behind onboarding and invoicing: Own the infrastructure that supports a smooth customer onboarding and billing experience.
- Lead on AI and automation: Over time, become the person the rest of the ops org turns to for AI-powered workflows and automation.
In 30 days:
- Owning management and optimization of post-sales CRM
- Ticketing infrastructure (email + Airtable/Hubspot) designed and…
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