Customer Operations Manager

About Us

At AirPay, we are on a mission to improve the consumer experience for dental patients. We are growing rapidly, partnering with top dental provider groups and insurance carriers. Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Operations Manager to join our team and help us maintain our high standards of customer care.

About the Role

As a Customer Operations Manager, you will become an expert in and create enablement materials for new products and features. In this role, you will collaborate cross functionally with the Customer Success team, Engineering, Support, and Integrations team to define, build, and train on new product and feature functionality. You will build playbooks & enablement materials, become a product expert on our evolving feature set as we continue to optimize our product for dental practices, and continually optimize & adapt our approach. Your expertise will directly impact customer satisfaction, retention, and product adoption. You will own additional AirPay responsibilities to build, refine and enable cross functional team members to successfully support our customers at scale.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

• Collaborate with Engineering & Customer Success Managers to understand new products & features and roadmap
• Create and maintain clear and concise documentation & playbooks for product and/or feature enhancement set-up for new implementations & existing customers
• Partner with Customer Success team to work with dental customers directly to configure and support new customer implementations
• Integrate guidance and materials into Support & Integration workflows
• Project management development of new materials, evolution of content, and partner cross functionally to identify ways to accelerate internal product learning as we scale
• Identify and own high impact cross functional projects that enable the team to work with customers to maximize the value of the platform
• Identify and execute on quick wins to continually improve the customer experience

Skills & Qualifications

• 4+ years in a cross-functional operations and/or consulting role
• Strong project management & prioritization skills as this role works across multiple internal teams and impacts new and existing customers
• Technically savvy with a strong understanding of data flow between systems
• Strong written and verbal communication skills; ability to explain complex ideas in simple terms and with brevity
• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
• Strong work ethic. We are committed to excellence, so we work harder and smarter.
• Strong critical thinking skills and bias to action
• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.

Please note that you must be legally authorized to work in the U.S. for this position.

Compensation:

$90k – $130k + equity

How to Apply:

Interested candidates are encouraged to submit their resume via LinkedIn and a brief cover letter outlining why they are a good fit for the role. We look forward to hearing from you!