Operations Manager, Patient Experience

About the Role

Every year, hundreds of millions of patients call, message, and navigate the largest health systems in the country and increasingly, they're interacting with Commure's AI. Our Patient Experience suite (AI Call Center, Orchestrator, and Care Pathways) is one of the fastest-growing products in the company, and it sits at the messy, high-stakes intersection of healthcare access and administrative reality.

This role is for someone who wants to live inside that. You'll be the operational owner for some of our customers, embedding with their teams, driving deployments live, and then relentlessly making them better. It's part launch, part customer success, part product builder. You don't need to be an Engineer today, but you should be hungry to build, comfortable with AI tooling, and the kind of person who'd rather prototype the fix than write a ticket about it.

What You'll Do

• Own product launches and adoption as the person customer leadership calls when something matters
• Build to unblock: When a customer is stuck, you prototype the workflow, process or feature
• Develop real relationships with customer stakeholders, from frontline operators to executives, and translate their world into what our product needs to do
• Turn customer reality into product direction by synthesizing what you see on the ground into clear, high-signal feedback for Product and Engineering
• Spend time on-site on a regular basis. The most valuable work happens in the room
• Manage escalations in ways that strengthen the relationship
• Help customers unlock the full potential of Commure’s AI
• Contribute to internal process and documentation — identifying gaps, proposing improvements, and owning initiatives through to completion

Who you are

• 3-4 years of experience in GTM Operations, Product Operations, CS or similar SaaS Operations role
• Fluent with numbers; you reason from data by default
• You like to build, and you've used LLMs to prototype something real
• You've run complex projects with stakeholders who don't all agree
• You bring order to ambiguity instead of waiting for a plan

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com, @commure.com or @augmedix.com. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.