Strategy and Operations Manager

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

Position Summary:  

The Customer Success Business Operations team delivers insights and impact across Customer Success through defining, implementing, and monitoring key performance metrics; driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Strategy and Operations Manager serves as a business partner to the Customer Success organization and is responsible for helping translate the corporate strategy into division-specific corporate initiatives. Beginning with the onboarding process through ongoing customer management, the Strategy and Operations Manager is tasked with defining and reporting on key performance indicators (KPIs) at every stage of the customer lifecycle while designing, implementing and ensuring adoption of Customer Success process standards and best practices. This individual is comfortable analyzing and working with complex data to extract business insights that impact performance. The Strategy and Operations Manager is a key partner to their VP-level stakeholders, generating insights into customer, segment and team performance.  They are responsible for participating in the annual planning process, helping to set Customer Success team and individual goals, designing capacity model improvements and identifying cross-functional dependencies.   
Essential Functions (Duties and Responsibilities):  

Business partnership with Customer Success Leaders 

• Stakeholder management; act as a business partner to the Customer Success leadership team and executives, providing insights to help shape the strategy of the business. 

• Engage with CS leadership on a recurring basis to review and analyze KPI trends and performance 

• Develop a deep understanding of divisional priorities, goals, and focus areas to effectively partner in managing divisional performance 

• Produce business reports and metrics packages on a regular basis 

• Prepare business leaders to talk to service-specific performance 

• Create easily consumable data visualizations to solve key business questions and influence outcomes 

 Ownership of the Customer Success portion of the corporate cadence 

• Actively participate in athenahealth’s annual planning process 

• Develop forecast models for key operational performance measures including Annual Revenue Implemented (ARI), Capacity Planning, Attrition, and Case volume.  

• Participate in Customer Success’ goal setting process including owning targets setting for key performance metrics 

• Develop a deep understanding of our business reporting architecture to define metrics and design reporting to surface performance and create accountability 

• Manipulate and update Tableau and Salesforce dashboards to deliver insights to the business 

• Trend and analyze changes in metrics overtime to identify root causes 

• Run bi-weekly/quarterly performance meetings 

• Create executive level deliverables and present at meetings, up to and including senior executive leadership (VP/SVP/CEO) 

 Support Divisional Strategic Initiatives  

• Define, structure, and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses, and developing actionable recommendations 

• Lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes. 

• Ensure all programs have clear, quantifiable outcomes and measures that drive improved performance 

• Partner with finance to ensure that projects have value-realization potential by validating financial models 

• Estimate impact of initiatives to help drive strategic prioritization 

• Identify and mitigate areas of cross-functional dependencies  

• Have a strategic mind for potential areas of project risk 

• Clear and consistent updates to VP and C-suite level leadership 

• Oversee, and in some cases directly support, project teams responsible for managing and executing on strategic initiatives 

Education & Experience Required:  

• Bachelor's Degree in Business, Finance/Accounting Operations/Supply Chain/Engineering. MBA preferred. 

• 4 to 6 years of experience in financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations strategy 

• 2+ years of strategy consulting firm experience preferred 

• Experience in managing broad transformational or complex projects  

• Familiarity and comfort using data visualization programs (Power BI, Tableau, Tableau CRM). Experience designing highly utilized, business critical dashboards/reports preferred 

• Experience serving as business partner to or regularly interacting with c-suite and executive leadership teams 

• Healthcare industry experience preferred, but not required  

• Experience working with large and complex data sets a must  

Knowledge & Skills:  

• Ability to influence cross functional teams and achieve cross divisional alignment 

• Results oriented, adept in conflict resolution, skilled at prioritization and change management 

• Able to work autonomously and be comfortable with ambiguity 

• Focused on delivering high quality and timely deliverables with a positive approach towards the work 

• Have strong written and verbal communication skills including excellent executive presence 

• Demonstrate excellent analytical, critical thinking and problem-solving skills 

• Ability to toggle between analytical details and big-picture strategic thinking 

• Able to effectively work in a highly-matrixed organization, handling competing priorities and connecting the dots