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.

🚀 We have an enormous opportunity in front of us. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive.

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

As Joyful Health continues to grow our Revenue Recovery service line, our post-sales operation is outgrowing the tools and workflows that got us here. We need someone who owns the connective tissue - the systems, automations, and reporting - that make customer ops actually run.

The Customer Ops Lead builds and owns the automation and tooling infrastructure behind our post-sales operation. You'll partner closely with Operations leadership so they can stay focused on outcomes, customer account performance, forecasting, and our product — while you make sure the machine underneath runs beautifully.

This is a builder role for someone who thinks in systems, gets excited about standing up process from scratch, and wants to become the go-to person for AI and automation across the entire ops org.

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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  Owning management and optimization of post-sales CRM

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  Ticketing infrastructure (email + Airtable/Hubspot) designed and running cleanly

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  Relationships established with the S&O team, the RCM team, and cross-functional partners in Product, Finance, and Sales

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  A clear, prioritized point of view on what to fix, build, or rip out first

• Deep understanding of every tool and workflow in our post-sales stack

• First set of ops dashboards live and being used in weekly rhythms

• First few automations shipped and saving the team meaningful time

• The ops org runs on tooling and automations you built or own

• Customer onboarding and invoicing workflows are reliable, measurable, and scale without linear headcount growth

• You are the clear go-to person for AI and automation across ops

• Simone (S&O lead) is fully freed up to focus on outcomes, forecasting, and product because the operational machine underneath just works

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.