Partner Success ManagerFull-Time | Tempe, AZ
About the RoleThe Partner Success Manager leads the Operations unit within Basata's Partner Success Department. The department has three units - Operations, Growth Partner, and Partner Integration - all reporting to the Director of Partner Success. Each unit plays a distinct role in the partner's lifecycle; together, they succeed or fall short as one team.
The Operations unit is the connective tissue of the department. It bridges Partner Integration (who onboards and launches new partners) and the Growth Partner unit (who owns the ongoing partner relationship) - ensuring nothing is lost between phases. It also runs the BPO and Medical Assistant teams that support daily operations across the portfolio, and serves as the Director's operational right-hand on process, infrastructure, and team performance.
This is a people-management and operations role as much as it is an implementation role. The right person is someone who keeps multiple teams coordinated, holds high standards for quality and accountability, and can translate between the technical and the relational sides of the business.
What You'll Do- Serve as the operational connector between the Partner Integration Team and the Growth Partner unit - ensuring nothing falls through the cracks as a partner account moves from launch into steady-state.
- Own the day-to-day management of the BPO partner agent team, who operate as Basata's white-label AI Agents across partner accounts.
- Own the day-to-day management of the Medical Assistant team, ensuring they are scheduled, performing to standard, and properly integrated into each client workflow.
- Manage MA scheduling across accounts: coverage planning, rotation, and capacity alignment with active and post-go-live practices
- Run QA review for MA work: monitor task completion, accuracy, and adherence to practice-specific protocols
- Ensure MAs are onboarded and trained on each client account's specific workflows, EMR environment, and escalation protocols before assignment
- Track MA performance metrics and surface any patterns, gaps, or capacity concerns to the Director proactively
- Own and maintain the operational backbone of the Partner Success Department - the documents, workflows, and systems that keep all three units consistent and scalable.
- Build and refine SOPs for the BPO and MA teams; standardize how quality reviews, scheduling, and escalations are handled
- Maintain the Partner Portfolio Tracker and Team Workload Tracker; ensure they reflect real-time status across the full partner portfolio
- Surface process gaps and propose solutions proactively - do not wait for problems to recur
- Operate as the Director's operational right hand - keeping visibility high, escalations clean, and execution tight across all teams.
What We're Looking For- 5+ years of experience in healthcare operations, client success, or implementation management - ideally in a SaaS, health tech, or BPO-adjacent environment
- Demonstrated experience managing BPO or vendor teams, including scheduling, QA, and performance accountability
- Experience managing or coordinating clinical support staff
- Familiarity with EMR systems (e.g., Epic, Athena, Modernizing Medicine, Nextech, or equivalent) and the workflow context of specialty medical practices
- Prior involvement in healthcare technology implementations or go-live coordination, including handoff management between technical and relationship-facing teams
- HIPAA compliance working knowledge; prior experience with BAA requirements and healthcare vendor management is strongly preferred
- Cross-functional coordination. Comfortable operating as a connector between technical and client- facing teams; able to translate between operational detail and strategic context without losing either
- Process ownership. Builds and maintains operational infrastructure that actually gets used - playbooks, trackers, SOPs - and keeps them current as the business evolves
- QA and operational rigor. Systematic approach to quality review - able to track performance by agent, account, and metric, and act on what the data shows
- Healthcare and clinical workflow literacy. Understands how specialty medical practices operate - referral flows, fax-based intake, EMR documentation standards, and the downstream impact of operational errors
- Written and verbal communication. Produces clear, professional internal documentation; communicates status and risk concisely to leadership and peers alike
- Comfort with AI-enabled workflows. Able to quickly learn and operationalize AI-driven products (voice AI, intelligent fax routing, automated call routing) and support partners in adopting them effectively
Nice to Have- Background in specialty medical practice operations (urology, cardiology, gastroenterology, ENT, or ophthalmology)
- Experience at an early- or growth-stage healthcare technology company
- Familiarity with project management tools (e.g., Linear, Asana, Jira) and cross-platform communication workflows (Slack, Google Workspace)
- Professional credentials such PMP, LSSGB or equivalent healthcare or operations certifications
- Excellent communication skills. You can adjust your style whether you're in a room with a practice manager, a call center rep, or a CEO
