Operations Project Manager

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

We are seeking an experienced and highly motivated Operations Project Manager to join our Strategic Operations Team. This role is crucial to ensuring the seamless delivery of high-quality service to our customers, with a strong focus on managing customer retention and churn, driving customer engagement, and improving the overall service experience. The Operations Project Manager will be responsible for managing customer retention, analyzing churn trends, addressing customer concerns, building dashboards in Retool, and working cross-functionally with the Customer Success Management (CSM), Engineering, Product, and Customer Support teams to enhance customer satisfaction and retention.

What You'll Do

• Customer Churn Management & Analysis:

  • Monitor and manage customer churn metrics on a weekly basis, conducting thorough churn analysis to identify trends and areas of concern.

  • Create post-mortem analyses for churned customers, outlining key learnings and actionable insights to reduce future churn.

• Customer Engagement & Outreach:

  • Own the customer engagement process, ensuring proactive outreach and consistent communication to build strong, lasting relationships.

  • Develop strategies to improve customer engagement and service satisfaction.

• Customer Concerns & Service Experience:

  • Address customer concerns and ensure high-quality service delivery.

  • Monitor note quality, connectivity, and overall service experience, identifying any areas of improvement and implementing corrective actions when necessary.

• Value-Driven Service Delivery:

  • Identify opportunities to deliver more value to customers by suggesting additional services or deliverables that may enhance their overall experience.

  • Work closely with the CSM team to ensure customers are aware of all potential value-added services available to them.

• Escalation & Collaboration:

  • Identify and escalate potential customer churn risks to the CSM team, collaborating with them to mitigate any issues and proactively retain at-risk customers.

  • Collaborate with the operations, CSM, and engineering teams to address customer concerns, including identifying and resolving potential product or service issues.

• Competitor & Market Analysis:

  • Work with the CSM team to identify competitor presence and threats, assessing potential impact on customer retention and service strategies.

• Product Switch Management:

  • Manage customer product switches, ensuring smooth transitions and minimal disruption to customer experience.

• Bug Fix Identification & Coordination:

  • Identify and report potential bug fixes or app-related issues impacting the customer experience, working closely with engineering and product teams to resolve technical concerns.

• Retool Proficiency is a must:

  • Proficient in developing dashboards in Retool for Strategic Operations, providing insights into key metrics such as month-over-month churn, quarterly churn, open projects, and days to project closure, among others.

What You Have

• Proven experience in operations management, customer success, or strategic operations, with a focus on customer retention and engagement.

• Strong analytical skills, with the ability to interpret data, perform churn analysis, and implement corrective actions.

• Excellent communication skills (both written and verbal), with the ability to interact effectively with internal teams and customers.

• High level of organizational skills and attention to detail, ensuring all tasks are completed efficiently and accurately.

• Ability to meet deadlines and manage multiple priorities in a fast-paced environment.

• Strong problem-solving skills and resourcefulness in addressing customer issues and finding effective solutions.

• Collaborative mindset, with the ability to work cross-functionally with diverse teams such as CSM, Engineering, Product, and Customer Support.

Key Attributes:

• Excellent time management and organizational skills.

• Reliable, resourceful, and self-driven, with a keen ability to handle various tasks simultaneously.

• Proactive and customer-centric mindset, with a commitment to improving the customer experience at every touchpoint.

• A collaborative team player with the ability to work across different teams and functions to solve complex problems.

• Must consistently demonstrate punctuality and arrive on time for all meetings

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Flexible PTO (pending specific geographical locations) , medical, dental, vision, maternity and paternity leave. Note that benefits are subject to change and may vary based on jurisdiction.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com, @commure.com or @augmedix.com.Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.