Customer Experience Manager

athenahealth is a company focused on creating accessible, high-quality, and sustainable healthcare solutions. The Customer Experience Manager will lead projects aimed at improving customer care processes and operational efficiency, leveraging AI-enabled solutions and collaborating with various stakeholders to ensure alignment with business goals.

Responsibilities:

• Lead program and stakeholder management across Customer Care to identify, prioritize, and implement process, policy, and procedure improvements that increase operational efficiency and effectiveness, including the evaluation and operationalization of AI-enabled solutions
• Partner with Care Leadership, athenaIT, and cross-functional stakeholders to define problems, capture user personas/stories and requirements, map business processes, and support solution delivery — from scoping AI/ML use cases and data requirements through model validation, UAT, and release
• Serve as the primary coordinator supporting the Director across the Issue Management continuum—balancing competing stakeholder needs, influencing cross-division decisions, and ensuring AI-driven and manual solutions are scalable, equitable, and aligned to business priorities
• Monitor current-state performance and AI model outputs, conduct ROI and impact analyses (including model efficacy, bias, and drift assessments), and translate data into actionable recommendations to improve outcomes and reduce operational work
• Lead change management, governance, and adoption for both traditional and AI-enabled process changes: present key results and risk/benefit assessments to stakeholders from project teams to executive leadership, and drive training and controls to ensure responsible, explainable use of AI
• Drive calibration amongst teammates and geographies to drive accuracy and consistency within team processes that are daily, weekly, monthly, and quarterly, ensuring tasks are executed upon in a timely and complete manner including but not limited to:
• Work cross-organizationally to ensure SPIES is considering global impacts of process changes and factoring in the needs of other business areas
• Leverage dashboards to perform data analysis for inflow inspection and trending when needed
• Mentor and support junior level teammates as needed
• Complete professional development self-led trainings
• Administrative tasks & meetings

Requirements:

• Bachelor's degree or equivalent experience
• Deep knowledge of athenahealth products and platform capabilities
• Proven customer obsession — consistently delights both external and internal customers
• Track record of owning and independently delivering complex projects end-to-end
• Strong analytical, problem-solving and data-driven decision-making skills
• Demonstrated leadership and influencing skills to drive outcomes across teams
• Excellent written and verbal communication; comfortable presenting to SLT and broad stakeholder groups
• Skilled with CRM, WFM, telephony tools and Microsoft Office/Teams (Outlook, Word, Excel, PowerPoint)
• Exceptional organizational skills — manages multiple, detail intensive, time sensitive priorities with accuracy
• Adaptability and eagerness for change — thrives in fast-paced, transformation-focused environments