Customer Operations Lead at Joyfulhealth

ABOUT JOYFUL HEALTH Building the financial operating system for healthcare, and bringing the joy back to healthcare by fixing the financial chaos behind it. The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks. Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product. We just announced our $22M Series A led by CRV and world-class investors including the founders of MongoDB & KAYAK. 🚀 We have an enormous opportunity in front of us. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive. If you're passionate about empowering medical practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you. THE ROLE WHY THIS ROLE EXISTS As Joyful Health continues to grow our Revenue Recovery service line, our post-sales operation is outgrowing the tools and workflows that got us here. We need someone who owns the connective tissue - the systems, automations, and reporting - that make customer ops actually run. The Customer Ops Lead builds and owns the automation and tooling infrastructure behind our post-sales operation. You'll partner closely with Operations leadership so they can stay focused on outcomes, customer account performance, forecasting, and our product — while you make sure the machine underneath runs beautifully. This is a builder role for someone who thinks in systems, gets excited about standing up process from scratch, and wants to become the go-to person for AI and automation across the entire ops org. This role is full-time. We're looking for someone NYC-based who is open to coming into the office 3 days a week. WHAT MAKES THIS DIFFERENT This isn't a traditional ops seat at a company with mature systems. Two principles shape how we think about this role: You own the connective tissue, not a single tool. Most ops hires inherit a stack and optimize within it. You'll be making the actual calls on how our CRM, ticketing, reporting, and automation layers fit together, and building the ones that don't exist yet! Your work shows up in how quickly the rest of the team can move. AI and automation are core to the job, not a side project. We're an AI-native team across every function. Over time, this role grows into Joyful Health's ops automation czar — the person bringing AI and automation into how we onboard, bill, support, and report on customers. WHAT YOU'LL DO… - Build out and own our post-sales CRM: Stand up a real system of record for customer operations so the team has one source of truth on every account. - Design our ticketing infrastructure: Own the email ticketing system and Airtable ticketing workflows, and shape how work flows through the team as we scale. - Build reporting and dashboards: Create the connective tissue between our ops data, our tooling, and how the team makes decisions. (Fair warning: reporting will live in a few different hands across ops — but you'll set the standard.) - Optimize workflows and tooling across ops: Be the unofficial ops automation czar — spotting friction, building automations, and continuously sharpening how the team operates. - Manage the systems behind onboarding and invoicing: Own the infrastructure that supports a smooth customer onboarding and billing experience. - Lead on AI and automation: Over time, become the person the rest of the ops org turns to for AI-powered workflows and automation. WHAT SUCCESS LOOKS LIKE In 30 days: - Owning management and optimization of post-sales CRM - Ticketing infrastructure (email + Airtable/Hubspot) designed and running cleanly - Relationships established with the S&O team, the RCM team, and cross-functional partners in Product, Finance, and Sales - A clear, prioritized point of view on what to fix, build, or rip out first In 60 days: - Deep understanding of every tool and workflow in our post-sales stack - First set of ops dashboards live and being used in weekly rhythms - First few automations shipped and saving the team meaningful time In 12 months: - The ops org runs on tooling and automations you built or own - Customer onboarding and invoicing workflows are reliable, measurable, and scale without linear headcount growth - You are the clear go-to person for AI and automation across ops - Simone (S&O lead) is fully freed up to focus on outcomes, forecasting, and product because the operational machine underneath just works WE'D LOVE TO HEAR FROM YOU IF… - You're deeply aligned with Joyful Health's mission — You're motivated by fixing broken systems in healthcare and want to see your work show up in how practices actually run. - You have 4+ years of experience in a systems-heavy role — Ideally at a startup, or in consulting or finance, where you've had to build process and tooling from scratch rather than inherit it. - You think in systems — You instinctively map workflows, spot where the friction is, and can design a clean path from messy inputs to reliable outputs. - You're fluent in modern ops tooling — CRMs, ticketing systems, Airtable, BI/reporting tools, and the automation layer that glues them together. Bonus points if you've already been building with AI tools. - You're excited to build from zero — You see a blank page as an opportunity, not a problem. You're comfortable making calls with incomplete information and iterating as you learn. - You're low-ego and collaborative — You love partnering across functions, take feedback well, and are willing to do whatever helps the company and its customers succeed. Compensation: $140,000–$160,000 base + meaningful early-stage equity. OUR VALUE PROP TO YOU At Joyful Health, we're on a mission to fix one of the most broken systems in healthcare. Joining us means having the opportunity to make a direct, meaningful impact on the lives of clinicians and the financial health of their practices. Here's what you can expect from working with us: 🚀 Meaningful Impact You'll be tackling one of the most complex challenges in healthcare—helping practices thrive in a chaotic financial landscape. Your work will directly contribute to solving one of the most hair on fire problems for providers, ensuring that they can focus on what they do best: caring for patients. 🔑 Autonomy & Ownership As an early team member, you'll have significant autonomy and the chance to shape our company from the ground up. You'll have ownership over your work and the freedom to challenge the status quo in an environment that values initiative and creativity. 📈 Growth & Learning We're a small, ambitious team with big goals, which means you'll be constantly learning and growing. You'll take on new challenges, expand your skill set, and have direct access to experienced founders and advisors who are invested in your development. We also offer stipends for professional development courses & books (that we often will partake in together!) so we can all continuously grow. 💰 Competitive Compensation & Equity We believe that our team is our most valuable asset. We offer competitive compensation packages, strong equity, and the opportunity to share in the success of Joyful Health. We want you to feel supported, both financially and professionally, as we grow together. ❤️ Be Your Best Self We provide the benefits you need to stay happy and healthy, including comprehensive healthcare benefits, unlimited PTO (with a minimum of 10 days off a year), and flexibility so you can take care of yourself. We also organize regular team off-sites and events to ensure that even as we tackle big problems we enjoy the journey. 💡 If you're passionate about empowering practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you. Please apply even if you don't meet 100% of the criteria. Nobody checks every box every time and we'd love to talk to you about how and why you can see yourself growing into this role. We're also very open to candidates with non-traditional experience.