Customer Operations Manager

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! 

Summary:

The Customer Operations Manager plays a key role in supporting the seamless delivery of post-sale customer operational needs. This role collaborates across Commercial, Enterprise Support, Accounting, and other cross-functional teams to ensure that customer requests are fulfilled accurately, efficiently, and in a way that upholds the customer experience and contractual integrity. This position helps mitigate customer risk, drives internal alignment, and ensures operational excellence in supporting Bamboo Health’s customers.

What You’ll Do:

·       Partner with Commercial and Enterprise Support teams to analyze customer contracts and advise on customer-request fulfillment (e.g., licenses, covered lives, facility changes).

·       Manage large/complex operational customer requests (e.g., email domain transitions, roster overhauls) to minimize disruption to platform usage.

·       Coordinate with Accounting to resolve invoicing discrepancies and respond to customer billing inquiries, including accounts payable documentation such as W-9s and ACH forms.

·       Conduct network list analyses to support Commercial team efforts to expand or refine customer networks.

·       Maintain working knowledge of market-specific HIE contractual requirements, such as data-sharing amendments.

·       Facilitate responses to customer security reviews and questionnaires by coordinating with internal stakeholders.

·       Support Quarterly Business Review (QBR) preparation by gathering data and generating customer value insights.

What Success Looks Like…

In 3 months…

·       You have built working relationships with Commercial, Enterprise Support, Accounting, and other key internal partners.

·       You have learned Bamboo Health’s contract structures and operational processes.

·       You are actively assisting with customer requests with guidance from team members.

In 6 months…

·       You are independently managing standard customer operations requests.

·       You are successfully coordinating cross-functional responses to customer billing or security review needs.

·       You contribute to QBR preparation and execution for strategic customer accounts.

In 12 months…

·       You are recognized as a go-to resource for complex customer operational needs.

·       You are proactively identifying process improvements to enhance the customer and internal team experience.

·       You are helping shape best practices and documentation for customer operations workflows.

What You Need:

·       5+ years’ experience supporting customer-facing teams in a healthcare, technology, or service delivery environment.

·       Strong analytical and problem-solving skills, with the ability to translate customer needs into actionable steps.

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