Strategy and Operations

We're looking for a strategy and operations generalist to own the full customer onboarding experience onto Assured Health's AI-enabled provider operations platform. This role will be critical in setting new customers up for long-term success by guiding them through implementation, ensuring seamless adoption, and driving early wins that translate into measurable business impact.

You'll partner closely with Customer Success, Sales, and Product to deliver a smooth handoff, clear onboarding journey, and exceptional customer experience. As we scale rapidly, you'll have the opportunity to build foundational processes from the ground up while directly managing customer relationships.

The ideal candidate thrives at the intersection of project management and customer partnership, ensuring customers feel confident, supported, and able to realize value from Assured Health quickly while operating with high autonomy in an entrepreneurial environment.

Responsibilities

Customer Onboarding & Implementation

• Lead customer onboarding and implementations autonomously: Own and lead the complete onboarding journey for new customers, ensuring a smooth transition from Sales to Customer Success
• Implementation project management: Develop and manage project plans, set clear timelines, and coordinate cross-functional teams to deliver a predictable and positive onboarding experience
• Customer partnership: Act as the primary point of contact during onboarding; build trusted relationships with customer stakeholders, anticipate needs, and proactively resolve issues

Training & Change Management

• Training & enablement: Lead onboarding sessions, training, and workshops to equip customer teams with the knowledge and confidence to adopt the platform
• Process & change management: Guide customers through workflow redesign and operational changes needed to successfully implement Assured Health

Strategic Growth & Operations

• Identify product improvements and expansion opportunities: Analyze customer feedback to recommend new product offerings and identify opportunities to expand customer relationships and contracts
• Drive automation and scalable processes: Build and refine internal tools, systems, and workflows that improve efficiency and support rapid growth
• Collaborate with Product: Partner with internal teams to ensure data migration and integrations run smoothly, translating customer needs into actionable technical requirements

Customer Success & Feedback Management

• Directly manage and resolve customer feedback and issues in a manner consistent with company values, ensuring high customer satisfaction
• Continuous improvement: Identify opportunities to streamline onboarding processes and create scalable playbooks for future customers
• Partner with engineering teams to design, build, and execute reporting, dashboards, and other tools that drive customer decisions and actions

Qualifications

Required Experience

• 3-5+ years of experience in consulting, investment banking, BizOps, or account management (customer onboarding, implementation management, customer success, or related roles are also valued)
• Enterprise SaaS or healthcare experience strongly preferred
• Proven ability to lead complex projects with multiple stakeholders, delivering outcomes on time and with high customer satisfaction

Core Skills

• Exceptional communication and relationship-building skills; able to engage both operational and executive audiences and build trust with diverse groups
• Strong analytical skills: ability to interpret complex data sets, identify trends, and provide actionable insights to support decision-making
• Strong organizational and problem-solving skills with ruthless prioritization and time management abilities
• Experience translating business needs into actionable requirements for technical teams

Mindset & Environment

• Comfort in a fast-moving, high-growth startup environment where playbooks are still being built
• Self-starter mentality ready to wear many hats and operate autonomously in ambiguous situations with an entrepreneurial mindset
• Work well under pressure with high degree of adaptability in rapidly changing environments
• Proactive, consultative approach to problem-solving with strong attention to detail

Nice to Haves

• Experience with healthcare credentialing, provider networks, or payer enrollment
• Direct experience supporting or working in Support or Post-Sales organizations
• Experience leading end-to-end execution of projects that delivered quantifiable business impact
• Experience with customer service tools (e.g., Zendesk, Intercom)
• Willingness to travel for team offsites and customer engagements

Why Assured Health?

Impact & Ownership

• True ownership: Define the vision & direction for Assured's Implementations function from the ground up
• Be at the cutting edge: Contribute to Assured's mission to eliminate providers' administrative burdens by combining human & AI expertise
• Meaningful scale: Help support our next phase of growth as we expand our customer base significantly

Team & Growth

• Strong, collaborative team: Join a dedicated, mission-driven team aiming to transform provider operations
• Rapid growth: Directly support our growing portfolio of clients with backing from top healthcare investors
• Competitive compensation: Including salary and equity participation so you share in our success

Benefits & Culture

• People-first benefits: Comprehensive health coverage (medical, dental, vision) and flexible PTO that supports your wellbeing
• Professional development: Annual budget for learning and growth opportunities
• Work environment: Office setup support and wellness benefits to help you perform your best