Operations Project Manager, Augmedix

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

We are seeking an experienced and highly motivated Operations Project Manager to join our Strategic Operations Team. This role is crucial to ensuring the seamless delivery of high-quality service to our customers, with a strong focus on managing customer retention and churn, driving customer engagement, and improving the overall service experience. The Operations Project Manager will be responsible for managing customer retention, analyzing churn trends, addressing customer concerns, building dashboards in Retool, and working cross-functionally with the Customer Success Management (CSM), Engineering, Product, and Customer Support teams to enhance customer satisfaction and retention.

What You'll Do

• Customer Churn Management & Analysis:

• Customer Engagement & Outreach:

• Customer Concerns & Service Experience:

• Value-Driven Service Delivery:

• Escalation & Collaboration:

• Competitor & Market Analysis:

• Product Switch Management:

• Bug Fix Identification & Coordination:

• Retool Proficiency is a must:

What You Have

• Proven experience in operations management, customer success, or strategic operations, with a focus on customer retention and engagement.

• Strong analytical skills, with the ability to interpret data, perform churn analysis, and implement corrective actions.

• Excellent communication skills (both written and verbal), with the ability to interact effectively with internal teams and customers.

• High level of organizational skills and attention to detail, ensuring all tasks are completed efficiently and accurately.

• Ability to meet deadlines and manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills and resourcefulness in addressing customer issues and finding effective solutions.

• Collaborative mindset, with the ability to work cross-functionally with diverse teams such as CSM, Engineering, Product, and Customer Support.

Key Attributes:

• Excellent time management and organizational skills.

• Reliable, resourceful, and self-driven, with a keen ability to handle various tasks simultaneously.

• Proactive and customer-centric mindset, with a commitment to improving the customer experience at every touchpoint.

• A collaborative team player with the ability to work across different teams and functions to solve complex problems.

• Must consistently demonstrate punctuality and arrive on time for all meetings

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing : We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth : Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Flexible PTO (pending specific geographical locations) , medical, dental, vision, maternity and paternity leave. Note