Customer Operations Manager

Bamboo Health is the leader in Real-Time Care Intelligence solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country's largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments!

Summary:

The Customer Operations Manager plays a key role in supporting the seamless delivery of post-sale customer operational needs. This role collaborates across Commercial, Enterprise Support, Accounting, and other cross-functional teams to ensure that customer requests are fulfilled accurately, efficiently, and in a way that upholds the customer experience and contractual integrity. This position helps mitigate customer risk, drives internal alignment, and ensures operational excellence in supporting Bamboo Health's customers.

What You'll Do:

* Partner with Commercial and Enterprise Support teams to analyze customer contracts and advise on customer-request fulfillment (e.g., licenses, covered lives, facility changes).

* Manage large/complex operational customer requests (e.g., email domain transitions, roster overhauls) to minimize disruption to platform usage.

* Coordinate with Accounting to resolve invoicing discrepancies and respond to customer billing inquiries, including accounts payable documentation such as W-9s and ACH forms.

* Conduct network list analyses to support Commercial team efforts to expand or refine customer networks.

* Maintain working knowledge of market-specific HIE contractual requirements, such as data-sharing amendments.

* Facilitate responses to customer security reviews and questionnaires by coordinating with internal stakeholders.

* Support Quarterly Business Review (QBR) preparation by gathering data and generating customer value insights.

What Success Looks Like...

In 3 months...

* You have built working relationships with Commercial, Enterprise Support, Accounting, and other key internal partners.

* You have learned Bamboo Health's contract structures and operational processes.

* You are actively assisting with customer requests with guidance from team members.

In 6 months...

* You are independently managing standard customer operations requests.

* You are successfully coordinating cross-functional responses to customer billing or security review needs.

* You contribute to QBR preparation and execution for strategic customer accounts.

In 12 months...

* You are recognized as a go-to resource for complex customer operational needs.

* You are proactively identifying process improvements to enhance the customer and internal team experience.

* You are helping shape best practices and documentation for customer operations workflows.

What You Need:

* 5+ years' experience supporting customer-facing teams in a healthcare, technology, or service delivery environment.

* Strong analytical and problem-solving skills, with the ability to translate customer needs into actionable steps.

* Excellent organizational and coordination skills with high attention to detail.

* Ability to manage multiple priorities and navigate cross-functional collaboration.

* Strong verbal and written communication skills, with professionalism in customer-facing interactions.

* Familiarity with healthcare data privacy and security standards (preferred but not required).

* Demonstrated ability to thrive in fast-paced, high-growth, and rapidly evolving environments.

* Ability to work effectively in a remote-first environment with high-quality virtual interactions and minimal distractions.

* Willingness to travel periodically if needed.

What You Get:

* Join one of the most innovative healthcare technology companies in the country.

* Have the autonomy to build something with an enthusiastically supportive team.

* Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.

* Receive competitive compensation including health, dental, vision and other benefits.

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our Real-Time Care Intelligence solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time - regardless of physical, behavioral or social barriers.

We're a great place to work because we care. We continually seek to learn about our differences and ensure the unique perspectives and contributions of all employees are welcome, valued and celebrated.

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams and cultivating a sense of belonging.

Bamboo Health is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.

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