Product Operations, Senior Associate- Patient Experience

Job description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. athenahealth is seeking a Product Operations, Senior Associate- Patient Experience to help shape how Product Operations drives product delivery, decision-making, and operational consistency across the athenaOne portfolio, with a focus on patient experience offerings such as the patient mobile application, patient messaging, telehealth solutions, and related workflows. This role partners with product managers and cross-functional teams to support feature execution, strengthen governance, and improve how work moves through the product lifecycle. The position is based in Belfast, ME, with a minimum of one day per week in office. About the Team The Product Operations team supports product delivery by improving coordination, decision-making, and execution across the athenaOne product lifecycle. The team helps solution teams by providing platforms and tools that improve collaboration, reduce dependencies, and accelerate delivery. It partners closely with product management, product analytics, engineering, customer enablement, and release readiness teams, while also helping establish operating practices, measure outcomes, and support the use of AI tools in day-to-day work. Core Responsibilities Feature delivery and portfolio support Partner with product managers to support feature delivery from idea through general availability. Surface risks, trends, and portfolio insights to inform decision-making. Coordinate cross-team and portfolio dependencies. Support adherence to product development timelines and operating cadences. Alpha, beta, and release readiness Support alpha and beta planning by reviewing test design and challenging assumptions. Help ensure features are measured against clear success criteria. Support readiness and release activities for AI-enabled product features. Help validate use cases, assess risk, and prepare customer-facing materials. Data analysis and decision support Analyze portfolio data to identify risks, tradeoffs, and opportunities. Communicate recommendations that support product prioritization. Hold product managers and product analytics partners accountable for measuring business and user outcomes. AI-enabled productivity and execution Use AI tools to summarize information, draft analysis, and compare options more efficiently. Spend more time validating decisions and improving the quality of product execution. Support the use of AI tools in day-to-day Product Operations work. Continuous improvement and operating clarity Identify recurring issues and share insights that improve team processes. Provide consultative guidance that reduces ambiguity around roles, data, and decision rights. Support presentations, status updates, and decision materials for product and leadership stakeholders. Help document workflows, standards, and best practices for Product Operations. Assist with special projects that improve product operating practices or support broader priorities. Required Experience & Skills Bachelor’s degree or equivalent practical experience. 5+ years of professional experience. 1–2 years of experience in product management, product operations, or a related field. Experience with patient engagement workflows, scheduling management, digital patient communication, and patient-facing healthcare experiences preferred. Experience with AI tools such as Claude, GPT, Codex, or similar tools. Demonstrated ability to use AI and automation tools in daily work to improve productivity and decision-making. Strong understanding of the software development lifecycle and agile methodologies. Healthcare technology experience strongly preferred. Proven ability to influence partners across functions and levels without direct authority. Strong analytical and communication skills with the ability to translate complex information into clear actions. Comfortable working in ambiguous, fast-changing environments. Self-directed with strong follow-through and accountability. Why This Role Matters This role helps ensure patient experience work is delivered with consistency, clarity, and measurable impact. It combines product operations, analytics, governance, and AI-enabled execution to improve how athenahealth builds and launches patient-facing experiences. Expected Compensation $83,000 - $141,000 The 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,