Customer Operations Lead

About the role

As Joyful Health scales its post-sales operation across a growing set of service lines, the customer side of our operation is outgrowing the tools and workflows that got us here. We need someone who owns the connective tissue — the systems, automations, and reporting — that makes our customer operation run seamlessly, both behind the scenes and in the experience customers feel.

The Customer Operations Lead owns the customer operational experience end-to-end — the onboarding, invoicing, portal, and escalation workflows customers actually feel — plus the CRM, ticketing, reporting, and automation infrastructure underneath. You sit across Ops: partnering with Customer Success and service-line leaders, and reporting to the Head of Operations. Your job is to make sure that no matter which product line a customer is in, the operational experience just works — and that it scales without linear headcount growth.

This is a builder role for someone who embraces and lives in AI automations, who thinks in systems, gets excited about standing up process from scratch, and wants to become the go-to person for automation across the entire Ops org.

This role is full-time. We're looking for someone NYC-based who is open to coming into the office 3 days a week.

What makes this role different

• You own a persona, not a single team's tools. Most ops hires inherit one team's stack and optimize within it. You own the customer experience across every product line — making the actual calls on how onboarding, invoicing, our CRM, ticketing, reporting, and automation fit together, and building the pieces that don't exist yet.
• You'll serve multiple internal partners at once - working most closely with Revenue Cycle Success Managers and Engineers - and your work shows up in how consistent and reliable the customer experience is, and in how quickly the rest of the team can move.
• AI and automation are core to the job, not a side project. We're an AI-native team across every function, and this role is where that shows up in how we onboard, bill, support, and report on customers. The scope grows as we do — every product line we add and every stage of scale reshapes what the customer operation has to handle, so you're never optimizing a finished system.

Responsibilities

• Own the customer onboarding system — the backbone that RCSMs run on:
  • Build and own the systems, playbooks, and tooling underneath onboarding so the Revenue Cycle Success Managers (RCSMs) who lead each customer implementation have everything they need to run it seamlessly.
  • You're their systems-and-workflow right hand — when a customer needs something custom, you're the one who can stand it up. The RCSM owns each customer's go-live; you own the onboarding system working across every customer.
• Own the invoicing process: Own the infrastructure and controls behind an accurate, on-time billing experience — with the checks that money-adjacent, healthcare-data workflows demand.
• Optimize the CS and post-sales tech stack: Our HubSpot CRM and ticketing are already stood up — your job is to take the stack from built to great, continuously optimizing HubSpot, Dialpad, and the platform (and layering in AI and automation) so the CS team can deliver proactive, high-touch customer experiences.
• Own the accuracy of customer records, access, and scope: Keep the exclusions registry accurate and reconciled (so we never work claims we shouldn't), lead how RCSMs apply exclusions, and own customer portal logins, passwords, and account-access management.
• Turn day-to-day into documented process: Drive the SOPs and product/workflow changes behind RCSM execution, and make sure our enterprise operating systems are actually followed in practice — so the team runs on repeatable process, not tribal knowledge.
• Run go-live coordination and enterprise custom-request intake: Own internal coordination for customer go-live milestones (30/60/90-day), and be the intake-and-translation point for ongoing enterprise requests for customized recovery plans — routing them to the Biller Operations Lead and productizing the common ones.
• Be the product voice for customer-impacting workflows: Represent the operational reality of the customer experience to Product (e.g., the Seven Starling custom credentialing workflow) so product changes make customers' and RCSMs' lives easier.

What success looks like

• In 30 days:
  • You've taken over and fully own customer invoicing — running accurately and on time
  • You own the post-sales tech stack (HubSpot, Dialpad, the platform) and are able to optimize and integrate where needed
  • Relationships established with Customer Success and the RCSM team, Billing Operations, the service-line leaders, and cross-functional partners in Engineering and Sales
  • A clear, prioritized point of view on what to optimize, build, or rip out first — and how you'll weigh competing requests from different teams
• In 60 days:
  • The customer onboarding flow is optimized — RCSMs have the systems, playbooks, and tooling to run implementations smoothly and consistently
  • You're independently intaking and triaging customer strategy and workflow requests — including custom and enterprise asks — routing them to the right owner and productizing the common ones
  • First automations shipped and saving the team meaningful time
  • The customizations for accounts and customer access/provisioning are running cleanly and accurately
• In 6 months:
  • The customer side of Ops runs on systems and automations you own and have optimized — onboarding, invoicing, access, and the CS tech stack all reliable, accurate, and measurable
  • Customer onboarding and invoicing scale without linear headcount growth
  • Every customer gets a consistent operational experience no matter which product line they're in
  • RCSMs and the service-line leaders are freed up to focus on customers and outcomes because the operational machine underneath just works
  • You're the trusted go-to for AI and automation across Ops — and your scope has grown as our product lines have

Requirements

• You're deeply aligned with Joyful Health's mission — You're motivated by fixing broken systems in healthcare and want to see your work show up in how practices actually run.
• You have 5+ years of experience in a systems-heavy role — Ideally at a startup, or in consulting or finance, where you've had to build process and tooling from scratch rather than inherit it.
• You're genuinely fluent with AI — and can prove it — you're already building with AI tools in your day-to-day, and can walk us through specific examples of how you've used them to change how work actually gets done. This is a requirement, not a nice-to-have.
• You're fluent in modern ops tooling — CRMs, ticketing, and BI/reporting (HubSpot and Dialpad ideal), and the automation layer that glues them together.
• You think in systems — You instinctively map workflows, spot where the friction is, and can design a clean path from messy inputs to reliable outputs.
• You bring rigor where errors matter — You're careful and controls-minded with money-adjacent and sensitive-data workflows like invoicing, customer access, and account records, and you build in checks before things break.
• You're excited to build from zero — You see a blank page as an opportunity, not a problem. You're comfortable making calls with incomplete information and iterating as you learn.
• You're low-ego and collaborative — You love partnering across functions, can prioritize and say no constructively when several teams want different things, take feedback well, and are willing to do whatever helps the company and its customers succeed.

Pay

$165,000 - $185,000 base + meaningful early-stage equity.

Benefits

• Meaningful Impact: You'll be tackling one of the most complex challenges in healthcare—helping practices thrive in a chaotic financial landscape. Your work will directly contribute to solving one of the most critical problems for providers, ensuring that they can focus on what they do best: caring for patients.
• Autonomy & Ownership: As an early team member, you'll have significant autonomy and the chance to shape our company from the ground up. You'll have ownership over your work and the freedom to challenge the status quo in an environment that values initiative and creativity.
• Growth & Learning: We're a small, ambitious team with big goals, which means you'll be constantly learning and growing. You'll take on new challenges, expand your skill set, and have direct access to experienced founders and advisors who are invested in your development. We also offer stipends for professional development courses & books (that we often will partake in together!) so we can all continuously grow.
• Competitive Compensation & Equity: We offer competitive compensation packages, strong equity, and the opportunity to share in the success of Joyful Health.
• Be Your Best Self: We provide the benefits you need to stay happy and healthy, including comprehensive healthcare benefits, unlimited PTO (with a minimum of 10 days off a year), and flexibility so you can take care of yourself. We also organize regular team off-sites and events to ensure that even as we tackle big problems we enjoy the journey.