Customer Operations Lead

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 scales its post-sales operation across a growing set of service lines, the customer side of our 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 makes our customer operation run seamlessly, both behind the scenes and in the experience customers feel. The Customer Operations Lead owns the customer operational experience end-to-end — the onboarding, invoicing, portal, and escalation workflows customers actually feel — plus the CRM, ticketing, reporting, and automation infrastructure underneath. You sit across Ops: partnering with Customer Success and service-line leaders, and reporting to the Head of Operations. Your job is to make sure that no matter which product line a customer is in, the operational experience just works — and that it scales without linear headcount growth. This is a builder role for someone who embraces and lives in AI automations, who thinks in systems, gets excited about standing up process from scratch, and wants to become the go-to person for 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 a persona, not a single team's tools. Most ops hires inherit one team's stack and optimize within it. You own the customer experience across every product line — making the actual calls on how onboarding, invoicing, our CRM, ticketing, reporting, and automation fit together, and building the pieces that don't exist yet. You'll serve multiple internal partners at once - working most closely with Revenue Cycle Success Managers and Engineers - and your work shows up in how consistent and reliable the customer experience is, and 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, and this role is where that shows up in how we onboard, bill, support, and report on customers. And the scope grows as we do — every product line we add and every stage of scale reshapes what the customer operation has to handle, so you're never optimizing a finished system. You're building one that keeps evolving as Joyful's products and customers do WHAT YOU'LL DO… - Own the customer onboarding system — the backbone that RCSMs run on: Build and own the systems, playbooks, and tooling underneath onboarding so th…