Position Summary:The Platform Operations Manager leads day-to-day support delivery and continuous improvement for Platform Services, including APIs, Data View, athenaPayer, Coordinator Core, and related platform products and partnerships. This role manages a team responsible for case triage, troubleshooting, escalations, customer call support, Salesforce and JIRA issue management, and operational process improvement. Based in Belfast, Maine, this position follows a hybrid work model. This role reports to the
Platform Operations Director.Essential Job Responsibilities:- Lead, coach, and develop Platform Operations associates through 1:1 meetings, team meetings, performance goals, development planning, and reviews.
- Manage team resourcing, prioritization, and work distribution across daily support, escalations, process improvement, and project work.
- Oversee complex platform issue management, including case triage, troubleshooting, stakeholder communication, customer call support, and timely resolution.
- Serve as an escalation point for high-severity or ambiguous issues, helping clarify root cause, align next steps, and support the customer experience.
- Partner with internal and external stakeholders, including Product, Engineering, Support, Customer Success, Operations, and partner teams, to resolve issues and improve support readiness.
- Ensure Salesforce cases, JIRA tickets, and related work items are clear, actionable, well-documented, and managed through the appropriate resolution workflows.
- Develop and improve SOPs, knowledge articles, escalation guides, acceptance criteria, and process documentation.
- Build dashboards, trackers, KPIs, and reporting to monitor team performance, issue trends, backlog health, and operational outcomes.
- Use AI tools and automation thoughtfully to organize information, spot patterns, summarize work, and support analysis that improves troubleshooting and team efficiency.
- QA team deliverables and resolutions, coaching on quality, documentation, technical investigation, and customer impact.
Additional Job Responsibilities:- Support launch, incubation, and transition planning for new or evolving Platform Services so workflows are ready to scale and ownership is clear.
- Contribute to process reviews and operational planning to identify opportunities for better service delivery.
- Assist with training and onboarding activities for new team members as needed.
- Support ad hoc reporting and analysis requests from internal partners and leadership.
- Participate in cross-functional discussions to improve operating rhythms and service consistency.
Expected Education & Experience:- Bachelor's degree or equivalent experience required.
- 8+ years of professional experience in operations, support, issue management, product operations, technical services, or an equivalent combination of education and experience.
- 3+ years of people management experience preferred, including coaching, performance management, and developing direct reports.
- Experience managing complex customer issues, escalations, customer calls, support workflows, or operational processes using Salesforce, JIRA, Confluence, or similar tools.
- Working knowledge of data analysis and querying, including SQL, Snowflake, BI dashboards, spreadsheets, or similar platforms.
- Ability to understand, write, validate, or guide queries, including responsible use of AI-assisted query generation and analysis.
- Familiarity with APIs, data services, platform products, AI tools, and automation opportunities.
- Strong process design and documentation skills, including SOPs, knowledge articles, escalation paths, user stories, tickets, and acceptance criteria.
- Experience establishing metrics, dashboards, SLAs, KPIs, or operational reporting to improve team performance and stakeholder visibility.
- Excellent verbal and written communication skills, with the ability to tailor messages for technical teams, customer-facing teams, external stakeholders, Product leaders, and executive audiences.
- Proven ability to build relationships across functional teams, lead in a matrixed environment, and influence outcomes without direct authority.
- Strong facilitation skills, including the ability to guide customer or stakeholder calls, clarify ambiguous problems, and align teams on decisions and next steps.
- Comfortable conducting difficult conversations, de-escalating issues, and representing team priorities with sound judgment.
- Analytical and structured approach to problem solving, including root-cause analysis, workflow assessment, hypothesis framing, query-based investigation, KPI definition, and baseline and target setting.
- Proven experience optimizing best practices and driving process improvements that improve customer experience, operational quality, and team efficiency.
- Strong organizational and time management skills, with the ability to balance multiple competing priorities in a dynamic environment.
- Commitment to quality, accuracy, and completeness in team deliverables, documentation, and stakeholder communication.
- Willingness to learn by doing, apply AI and automation thoughtfully, test new approaches, and scale what works.
- Healthcare, health IT, athenaOne, or Platform Services experience is a plus.
Expected Compensation$84,000 - $142,000
The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
