8-10 years of experience in consulting, investment banking, or tech, preferably with top firms like MBB or major banks
Strong product sense with direct customer exposure; product experience is a plus
Experience in building repeatable delivery or onboarding processes with supporting metrics
Proven leadership skills in hiring and managing teams during rapid growth
Analytical skills to define key metrics and present insights to senior leadership
Experience with AI solutions or using AI in systems and agents
Ownership mentality with a proactive approach to problem-solving
Comfortable navigating ambiguity and high-paced environments
Responsibilities
Lead and scale APM and ASM teams for Mid-Market customers, focusing on hiring and career development
Manage the Mid-Market launch process, including scoping and configuration
Oversee portfolio performance metrics like launch speed and agent performance
Model capacity for concurrent launches and manage demand effectively
Standardize processes based on recurring customer requests in collaboration with Product and Engineering
Collaborate with Sales on deal qualification and realistic timelines
Address at-risk launches personally and improve underlying processes
Benefits
Competitive compensation including salary and stock options
Annual budget for professional development and training opportunities
Office setup stipend for a comfortable workspace
Comprehensive health coverage including medical, dental, and vision
Flexible PTO to recharge as needed
Meals and snacks provided to fuel creativity
Fitness stipend for wellness support
Commuter benefits to ease transportation costs
401(k) plan for retirement savings
Full Job Description
What You'll Do
Lead and scale the APM and ASM teams serving Mid-Market customers, and own the hiring bar, team structure, and career development as volume grows.
Own the Mid-Market launch process: standard scoping, templates, configuration approach, and time-to-launch targets.
Own portfolio performance across many accounts, including launch speed, agent performance, abandonment, hold time, conversion, and staffing capacity, and build the reviews and dashboards that surface problems early.
Model capacity across many concurrent launches and make the call when demand exceeds what the team can take on.
Decide what gets standardized. When the same customer request keeps coming up, work with Product and Engineering to turn it into a standard capability.
Partner with Sales on qualification and handoffs so deals arrive with realistic scope and timelines.
Step into at-risk launches and escalations yourself, then fix the process that let them get there.
What We're Looking For
8 to 10 years across consulting, investment banking, or tech (ideally MBB, Goldman Sachs, JPMorgan, Morgan Stanley, Google, Amazon, or Meta), plus experience at a fast-growing tech company or startup.
Strong product sense combined with real customer exposure. Product experience is a plus for this role as long as you have worked closely with customers.
Experience building repeatable delivery or onboarding processes, along with the metrics and tooling behind them.
Proven people leadership. You have hired, developed, and managed teams through rapid growth.
Analytical rigor. You define which metrics matter, model capacity, and present portfolio-level insight to senior leadership.
Experience building or implementing AI solutions, or using AI to build agents and systems.
Ownership mentality and speed. You get things done without waiting for a process to exist.
Comfort with ambiguity. The pace is high and escalations are part of the job, and so is the chance to build a function while it scales.
Nice to Haves
STEM degree or advanced degree
Healthcare experience, ideally in patient access, scheduling, contact center, or digital front door
Experience implementing software inside Epic or other EHRs
Familiarity with contact center and VOIP platforms (Genesys, NICE, Five9, Cisco, RingCentral, Twilio)
Experience with AI governance, clinical safety, and responsible-AI review
Benefits & Perks for Assorties
Competitive Compensation - Including salary and employee stock options so you share in our success.
Lifelong Learning - Annual budget for professional development, plus training opportunities to help you grow.
Office Setup Stipend - We'll outfit your in-office workspace so comfy as it's productive.
Top-Tier Health Coverage - Medical, dental, and vision insurance, because your health comes first.
Flexible PTO - We trust you to take the time you need to recharge and come back ready to crush it.
🥗 Meals & Snacks - Lunch, dinner, and snack breaks that fuel great ideas.
Fitness Stipend - Your wellness matters. We reimburse monthly membership costs to support your health.
🚆 Commuter Benefits - We cover eligible transportation costs to make your trip to work easier.
