Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Role Summary:

Help build the operational foundation that enables Customer Marketing to scale and drive measurable customer value. The Customer Marketing Operations Manager is responsible for establishing the processes, governance, visibility, and operational capabilities that support customer engagement across the lifecycle.

This role serves as the operational engine for the Customer Marketing organization, enabling teams to deliver coordinated, data-driven, and scalable customer experiences. The Customer Marketing Operations Manager will lead customer marketing governance, channel strategy, communications orchestration, performance measurement, and operational excellence initiatives that improve visibility and prioritization, reduce customer communication fatigue, and strengthen customer engagement outcomes. This role partners closely with Customer Marketing, Customer Communications, Marketing Operations, Customer Success, Product, Data & Analytics, and other cross-functional stakeholders to improve operational effectiveness and customer experience.

About the Team

The Customer Marketing team is responsible for helping customers realize value from their relationship with athenahealth throughout each stage of the customer lifecycle. The team leads customer engagement strategy and develops scalable programs, communications, and experiences that support onboarding, adoption, engagement, advocacy, loyalty, community participation, and long-term customer success.

The Customer Marketing Operations function provides the operational infrastructure that enables Customer Marketing teams to execute effectively at scale. The team partners closely with Marketing Operations, Customer Success, Product, Customer Communications, Data & Analytics, and other stakeholders to improve planning, governance, measurement, workflow management, and customer engagement effectiveness.

Essential Job Responsibilities

Customer Marketing Operations & Governance

• Establish and manage the operating model, governance framework, and cross-functional processes that enable Customer Marketing programs and initiatives.
• Create visibility into customer-facing communications, campaigns, and programs to improve alignment, prioritization, and resource utilization across Marketing, Customer Success, Product, and Sales teams.
• Define intake, planning, prioritization, and workflow processes that balance business objectives, customer experience considerations, and organizational capacity.
• Support budget planning, vendor management, forecasting, spend optimization, contract oversight, and business case development for Customer Marketing investments.

• Develop operational standards, documentation, and governance practices that support organizational effectiveness and scalability.

Channel Strategy & Optimization

• Own channel governance, performance measurement, and optimization strategies across customer engagement channels, including email, in-product messaging, customer communities, webinars, mobile channels, and emerging engagement platforms.
• Develop channel guidelines, communication standards, and measurement frameworks that support customer lifecycle objectives.
• Evaluate channel performance and customer engagement trends to identify opportunities for optimization and continuous improvement.

Customer Communication Orchestration

• Develop and maintain a centralized view of customer-facing communications across the organization.
• Monitor communication volume, frequency, audience overlap, and messaging alignment to reduce customer fatigue and improve customer experience.
• Recommend prioritization, sequencing, and communication cadence adjustments that support both customer needs and business objectives.
• Partner with Customer Communications and Marketing Operations teams to improve communication governance and visibility.

Performance Analytics & Continuous Improvement

• Build and maintain reporting frameworks, dashboards, and operational metrics that measure customer engagement, channel effectiveness, operational efficiency, and business impact.
• Establish and automate KPI tracking processes that support organizational scorecards, monthly operating reviews, and quarterly business reviews.
• Deliver actionable insights and recommendations that improve program effectiveness, operational efficiency, and customer outcomes.
• Lead continuous improvement initiatives that leverage automation, process optimization, and data-driven decision-making.

Additional Job Responsibilities

Operational Innovation & AI Enablement

• Identify opportunities to improve scale, efficiency, and effectiveness through automation, AI-enabled workflows, and emerging technologies.
• Partner with Marketing Operations to evaluate and optimize customer marketing technology capabilities and operational processes.
• Support the adoption of tools and technologies that improve reporting, workflow management, customer engagement, and organizational effectiveness.
• Travel as needed to support team meetings, planning sessions, customer events, and business priorities.

Expected Education & Experience

• Bachelor's degree in Marketing, Business, Communications, Analytics, or a related field, or equivalent combination of education and experience.
• 5–8 years of experience in marketing operations, customer marketing operations, lifecycle marketing, CRM strategy, customer engagement operations, or related disciplines.
• Demonstrated success building scalable processes, governance frameworks, operating models, and cross-functional workflows.
• Expertise supporting multi-channel customer engagement strategies across email, in-product messaging, customer communities, webinars, websites, mobile channels, and other digital engagement platforms.
• Strong understanding of customer segmentation, audience targeting, personalization, customer journey management, and data-driven marketing practices.
• Demonstrated ability to leverage automation, AI-enabled tools, and emerging technologies to improve operational efficiency and marketing effectiveness.
• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights and recommendations.
• Excellent communication, project management, organizational, prioritization, and stakeholder management skills.
• Experience working within complex matrixed organizations and influencing stakeholders without direct authority.