Emerging Product Services, People Manager
Maine
- Healthcare
- Full-time
- healthcare product management
- people manager
- team leadership
The Emerging Product Services, People Manager leads and develops a team responsible for supporting and scaling new healthcare products and services by collaborating with stakeholders and improving operational workflows. This role focuses on coaching staff, managing escalations, and driving process improvements to enhance customer and stakeholder experiences. The position requires strong leadership, problem-solving skills, and experience in product support within a dynamic, fast-paced healthcare technology environment.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We are seeking an Emerging Product Services, People Manager to join our Emerging Product Services team within the Product Optimization organization at athenahealth. Your job will be to lead, teach, support, and motivate a team of athenistas who are passionate about providing support for our emerging products and services, including responding to internal and external stakeholders, troubleshooting complex issues, executing on defined SOPs and product deliverables, and providing timely resolutions.
You enjoy developing people and growing teams to drive results, elevate individual skillsets, and introduce tooling and technology to drive efficiencies and insights. You prefer to roll up your sleeves, learn by doing, identify enhancements to best practices, and then zoom out to develop strategies and deploy recommendations to scale the team. The ideal candidate will demonstrate excellent attention to detail and thrive in a fast-paced environment where the support needs are continuously evolving.
The Team: The Emerging Product Services (EPS) team incubates new products, services, and partners by designing optimal enablement pathways, providing customer support, developing training collateral, and surfacing gaps to Product, ensuring that enablement workflows are optimized and scaled. The focus of this people manager role will be leading the “Product Delivery” function of EPS, which provides Product-imbedded operations support, including PEX messaging campaign builds (pseudo-code deployment of messaging templates to engage patients), athenaPatient and portal app support (triaging and theming all patient feedback responses and reporting top issues to Product), as well as other operational projects to scale new products and bridge readiness gaps
Job Responsibilities
Collaborate with Product and Support leaders across the company to advance strategic initiatives, align on shared vision, and develop optimal and efficient solutions to enable products
Partner with stakeholders to identify process improvement opportunities, wick work away from other teams, and develop scalable solutions to overcome product gaps and customer issues
Initiate best practice and SOP improvement opportunities and ensure team resources are effectively distributed
Partner with direct reports to improve the customer and stakeholder experience, and increase the efficiency and impact of the team
Ensure all escalated issues are quickly and effectively triaged and communicated, lead stakeholder calls to deescalate
Responsible for professional development of direct reports, including identifying training needs and providing development opportunities
Conduct 1:1s and team meetings with direct reports to motivate and guide them in their work
Set and monitor annual performance goals and objectives, including performance coaching and delivering reviews
Build, maintain, and deliver team KPIs and reporting to support day-to-day operational rigor and leadership insight
QA the team’s deliverables and resolutions, coaching on improvement opportunities, as needed
Typical Qualifications
Bachelor’s Degree or equivalent experience required
10+ years of professional experience or equivalent combination of experience/education, preferably including 3-4 years supporting athenaOne application in Product or Support function
3-5+ years of people management experience preferred
Excellent verbal and written communication skills with the ability to tailor communication based on audience, including translating and liaising between customer-facing teams, Developers, and Product Owners
Proven experience optimizing best practices and driving problem solving that demonstrate a willingness to take risks and drive outcomes
Strong organizational and time management skills, ability to balance multiple competing priorities
Expected Compensation
$84,000 - $142,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
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