Customer Operations Lead
On-siteNew York City, New York, United States
Job Summary
Build and own the customer onboarding system, invoicing infrastructure, and post-sales tech stack (HubSpot, Dialpad) to ensure seamless revenue cycle operations. Optimize automation workflows and manage customer access controls while driving SOPs for consistent execution across all product lines. Coordinate go-live milestones, intake enterprise custom requests, and represent operational realities to Product teams. Own the end-to-end customer operational experience, scaling onboarding and billing without linear headcount growth. Report to the Head of Operations and partner closely with Customer Success, Revenue Cycle Success Managers, and Engineering.
Required Qualifications
- 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
- You're already building with AI tools in your day-to-day
- You 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
- Fluency with modern ops tooling
- CRMs, ticketing, and BI/reporting
- HubSpot
- Dialpad
- The automation layer that glues them together
- Thinking in systems
- Ability to instinctively map workflows
- Ability to spot where the friction is
- Ability to design a clean path from messy inputs to reliable outputs
- Bringing rigor where errors matter
- Being careful and controls-minded with money-adjacent and sensitive-data workflows
- Building in checks before things break
- Being excited to build from zero
- Seeing a blank page as an opportunity
- Being comfortable making calls with incomplete information
- Being willing to iterate as you learn
- Being low-ego and collaborative
- Loving partnering across functions
- Ability to prioritize and say no constructively when several teams want different things
- Taking feedback well
- Being willing to do whatever helps the company and its customers succeed
- NYC-based
- Open to coming into the office 3 days a week
Desired Qualifications
- Deep alignment with Joyful Health's mission
- Being motivated by fixing broken systems in healthcare
- Wanting to see your work show up in how practices actually run
- Being fluent in modern ops tooling
- CRMs, ticketing, and BI/reporting
- HubSpot and Dialpad ideal
- The automation layer that glues them together
- Thinking in systems
- Instinctively mapping workflows
- Spotting where the friction is
- Designing a clean path from messy inputs to reliable outputs
- Bringing rigor where errors matter
- Being careful and controls-minded with money-adjacent and sensitive-data workflows
- Building in checks before things break
- Being excited to build from zero
- Seeing a blank page as an opportunity
- Being comfortable making calls with incomplete information
- Iterating as you learn
- Being low-ego and collaborative
- Loving partnering across functions
- Prioritizing and saying no constructively when several teams want different things
- Taking feedback well
- Being willing to do whatever helps the company and its customers succeed
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