Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Senior Manager — Membership Operations (R&D)
Position Summary: Lead the strategy and operational delivery for the membership program to increase acquisition, conversion, retention, and revenue. Translate executive priorities into multi-quarter roadmaps, coordinate cross-functional teams to deliver experiments and features, and remove operational friction across product, engineering, analytics, and commercial partners. This role is based in Boston, MA and follows a hybrid work model. This role reports to the Director of Membership Operations.
About the Team: The Membership Operations team focuses on growing lifetime value and retention through product-led programs and data-driven experimentation. The team partners closely with Product, Engineering, Design, Analytics, Marketing, and Revenue teams to run experiments, measure outcomes, and scale successful initiatives. The team uses modern product and analytics tools to manage roadmaps, measure membership economics, and continuously improve operational processes.
Essential Job Responsibilities:
- Define membership KPIs (acquisition, conversion, churn, LTV) and translate business priorities into a measurable multi-quarter roadmap.
- Lead cross-functional program delivery by coordinating Product, Engineering, Design, Analytics, Marketing, and Operations to launch features and experiments on schedule.
- Identify and resolve inter-team dependencies and program risks; establish escalation paths and contingency plans.
- Manage allocation of resources and oversee third-party vendor relationships, contracts, and SLAs to ensure timely, cost-effective delivery.
- Communicate program status, risks, and business impact to senior leadership through concise updates and presentations.
- Establish and maintain repeatable operational processes (release cadence, change control, post-mortems) to ensure quality and scalability.
- Use data and experiment results to prioritize initiatives and iterate on membership product and acquisition strategies.
- Coach and influence cross-functional partners to ensure alignment and clear ownership of program outcomes.
- Integrate AI tools into program workflows to improve efficiency and decision-making—for example, using AI-assisted analytics to summarize experiment results, prioritize hypotheses, and streamline routine operational tasks; evaluate new AI tools for fit and share best practices with the team.
Additional Job Responsibilities:
- Support creation of business cases and ROI analysis for membership initiatives.
- Partner with Analytics to design and interpret A/B tests and feature experiments.
- Drive vendor selection and onboarding for membership-related integrations.
- Lead post-launch reviews and identify operational improvements.
- Represent membership program needs in cross-product planning and roadmap forums.
Expected Education & Experience:
- 7+ years of program or project management experience, preferably with digital products, subscriptions, or monetization programs.
- Demonstrated experience leading cross-functional programs that moved subscription or membership KPIs.
- Experience managing external vendors and overseeing complex integrations.
- Strong analytical skills; comfortable defining KPIs, interpreting A/B tests, and using data to make prioritization decisions.
- Excellent written and verbal communication with experience engaging senior stakeholders and aligning teams.
- Proven experience in risk and issue management, with strong organizational and problem-solving skills.
- Familiarity with membership/subscription economics (LTV, CAC, retention curves) — required.
- Experience with product development lifecycles, Agile methodologies, and experiment-driven roadmaps — preferred.
- Comfortable evaluating and adopting new tools and platforms to improve workflow efficiency and measurement.
- Bachelor’s degree in a related field, or equivalent practical experience.
Expected Compensation
$147,000 - $249,000The 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.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
