Product Operations Senior Associate (Customer Engagement)

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

Position Summary:

We are seeking a Product Operations – Customer Engagement Senior Associate to join the athenahealth Product Operations team near our Belfast, ME location. This position plays a vital role in driving value for the Product Management organization by focusing on the client identification, recruitment, communication, and engagement of customers during the alpha and beta phases of product development.  
 
The Product Operations function at athenahealth is dedicated to providing analytics-based, consultative feedback rooted in alpha and beta product development testing best practices. Our Customer Engagement arm specifically targets a tailored, representative customer sample to inform product changes through engaged customer input. Leveraging a robust data engine, we deliver standardized, accurate reporting on alpha/beta customer engagement, enabling data-backed client identification and targeting that addresses feature-specific needs. We maintain consistent and professional communications through close partnership with Customer Marketing, ensuring customers are informed and equipped with the necessary resources throughout their journey.

About the Team:

Featured by Gartner and in Melissa Perri’s groundbreaking book Product Operations: How Successful Companies Build Better Product at Scale, this team plays a critical role in governing over 260 scrum teams delivering features to more than 10,000 customers – advancing athenahealth’s vision of a thriving healthcare ecosystem. We lead cross-functional ceremonies, craft clear and compelling narratives, and ensure internal and external stakeholders are aligned on the value and direction of our product investments. Our mission is to amplify the impact of our R&D efforts by making the roadmap visible, understandable, and inspiring. We thrive on collaboration, clarity, and a shared commitment to improving healthcare.

Essential Job Responsibilities:

• Develop and manage targeted customer pools for alpha/beta product testing using data-driven insights 

• Coordinate recruitment, onboarding, and ongoing communication with customers participating in alpha/beta tests 

• Analyze engagement data and metrics to inform product decisions and improve customer experience 

• Collaborate with Product Owners, Customer Marketing, CSMs, and other stakeholders to ensure alignment and successful execution of alpha/beta activities 

• Influence and manage relationships with stakeholders across multiple functions to drive engagement and outcomes 

• Support preparation and delivery of reports and presentations related to alpha/beta customer engagement 

• Participate in tri-annual offsites and industry education events, contributing to team and personal development (approx. 10% travel annually) 

Additional Job Responsibilities:

• Accelerating the delivery and impact of product features through targeted alpha/beta customer engagement 

• Planning, executing, and measuring alpha/beta product tests with a focus on customer recruitment and communication 

• Managing centralized, data-driven customer pools for alpha/beta testing in partnership with Customer Success Managers (CSMs) 

• Ensuring consistent, clear, and professional communications with customers and internal stakeholders 

• Driving continuous improvements in alpha/beta customer engagement processes and outcomes 

• Collaborating with cross-functional teams to align on product testing, user enablement, and feedback integration 

Expected Education & Experience:

• Bachelor��s Degree required 

• Minimum 5 years overall professional experience, including 1-2 years in client communications or product management preferred 

• Previous experience in healthcare and product management-related fields required 

• Strong stakeholder management skil