Customer Operations Lead

The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks.

Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product.

We just announced our $22M Series A led by CRV and world-class investors including the founders of MongoDB & KAYAK.

This isn't a traditional ops seat at a company with mature systems. Two principles shape how we think about this role:

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  You've taken over and fully own customer invoicing — running accurately and on time

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  You own the post-sales tech stack (HubSpot, Dialpad, the platform) and are able to optimize and integrate where needed

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  Relationships established with Customer Success and the RCSM team, Billing Operations, the service-line leaders, and cross-functional partners in Engineering and Sales

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  A clear, prioritized point of view on what to optimize, build, or rip out first — and how you'll weigh competing requests from different teams

• The customer onboarding flow is optimized — RCSMs have the systems, playbooks, and tooling to run implementations smoothly and consistently

• You're independently intaking and triaging customer strategy and workflow requests — including custom and enterprise asks — routing them to the right owner and productizing the common ones

• First automations shipped and saving the team meaningful time

• The customizations for accounts and customer access/provisioning are running cleanly and accurately

• The customer side of Ops runs on systems and automations you own and have optimized — onboarding, invoicing, access, and the CS tech stack all reliable, accurate, and measurable

• Customer onboarding and invoicing scale without linear headcount growth

• Every customer gets a consistent operational experience no matter which product line they're in

• RCSMs and the service-line leaders are freed up to focus on customers and outcomes because the operational machine underneath just works

• You're the trusted go-to for AI and automation across Ops — and your scope has grown as our product lines have

You'll be tackling one of the most complex challenges in healthcare—helping practices thrive in a chaotic financial landscape. Your work will directly contribute to solving one of the most hair on fire problems for providers, ensuring that they can focus on what they do best: caring for patients.

As an early team member, you'll have significant autonomy and the chance to shape our company from the ground up. You'll have ownership over your work and the freedom to challenge the status quo in an environment that values initiative and creativity.

We're a small, ambitious team with big goals, which means you'll be constantly learning and growing. You'll take on new challenges, expand your skill set, and have direct access to experienced founders and advisors who are invested in your development. We also offer stipends for professional development courses & books (that we often will partake in together!) so we can all continuously grow.

We provide the benefits you need to stay happy and healthy, including comprehensive healthcare benefits, unlimited PTO (with a minimum of 10 days off a year), and flexibility so you can take care of yourself. We also organize regular team off-sites and events to ensure that even as we tackle big problems we enjoy the journey.

💡 If you're passionate about empowering practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you.

Please apply even if you don't meet 100% of the criteria. Nobody checks every box every time and we'd love to talk to you about how and why you can see yourself growing into this role. We're also very open to candidates with non-traditional experience.