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Joyful Health is building an AI-powered financial operating system for healthcare practices, addressing the $125 billion in annual uncollected revenue lost to fragmented financial data and manual workflows. The company recently closed a $22M Series A led by CRV with backing from MongoDB and KAYAK founders.
As Customer Operations Lead, you will own the end-to-end customer operational experience, serving as the connective tissue between customer-facing teams and backend systems. You report to the Head of Operations and partner closely with Customer Success and service-line leaders.
Key responsibilities include:
- Owning the customer onboarding system that Revenue Cycle Success Managers (RCSMs) depend on, building playbooks, tooling, and workflows to enable seamless implementations across all customers.
- Managing the invoicing infrastructure and controls to ensure accurate, timely billing with appropriate healthcare-data safeguards.
- Optimizing the post-sales tech stack (HubSpot CRM, Dialpad, platform integrations) by layering in AI automation to enable proactive, high-touch customer experiences.
- Maintaining accuracy of customer records, access controls, and exclusions registry to ensure compliance and prevent unauthorized claim processing.
- Documenting processes and SOPs to transition from tribal knowledge to repeatable, scalable operations.
- Coordinating customer go-live milestones (30/60/90-day checkpoints) and managing enterprise custom-request intake.
- Serving as the operational voice to Product, ensuring customer-impacting workflow changes enhance both customer and RCSM experience.
This is a builder role for someone who thinks in systems, embraces AI automation, and can stand up processes from scratch. You'll work across multiple internal partners and your impact will be visible in consistent customer experience and team velocity. The role requires NYC presence 3 days per week.
