Senior Associate, Product Management- Customer Engagement

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Summary athenahealth is seeking a Senior Associate, Product Operations – Customer Engagement to help define and evolve the Customer Engagement function as Product Operations continues to mature. This role sits at the intersection of process governance, customer engagement strategy, and operational excellence, supporting how information flows between product teams, internal partners, and customers throughout the product lifecycle. This is a hybrid role based in Belfast, ME, with regular in-office collaboration.

The Customer Engagement team acts as the infrastructure layer between athenahealth’s R&D organization and the outside world. The team builds and governs the processes, standards, and operational “pipes” that support customer engagement at critical stages of the product lifecycle, with a growing emphasis on AI-enabled workflows, governance, and continuous improvement.

Process governance and infrastructure Own and maintain the rules, standards, and SOPs that govern customer engagement across the product lifecycle. Monitor adherence to engagement standards across product owners and cross-functional partners. Coach product owners on customer engagement best practices and accountability. Partner with the Product Operations delivery team to ensure consistent and excellent customer engagement execution. Identify patterns and surface insights that drive systemic improvements across the function. Help extend the governance model beyond alpha and beta into releases, migrations, roadmap communication, service descriptions, and commercialization. Exception handling and complex scenario management Serve as the escalation point for engagement scenarios outside the standard path. Apply judgment to determine when coaching, intervention, or escalation is needed. Design and document exception-handling protocols to reduce ambiguity and improve future handling of edge cases. Partner with Product Owners, Customer Success Managers, and cross-functional stakeholders to resolve complex scenarios with minimal disruption. Translate complex customer and stakeholder needs into clear process guidance and operational action. AI governance, tooling, and automation Champion AI best practices within the Customer Engagement function. Establish standards for how AI tools are used in customer identification, recruitment, communication, and engagement analysis. Identify automation and AI-driven opportunities to reduce manual effort and improve consistency. Coach partners on responsible and effective AI use, including when human judgment must lead. Support readiness and release of AI-powered product features by applying best practices for validation, risk assessment, and customer enablement. Stay current on the AI landscape and bring forward-looking ideas into Product Operations. Data-driven decision-making and insights Use data and analytics to monitor engagement health, identify risks, and surface strategic insights. Deliver executive-level reporting on engagement metrics, participation trends, and program outcomes. Provide recommendations that shape customer engagement decisions and operating models. Partner with analytics and tooling teams to improve data infrastructure for customer pool management, participation tracking, and engagement analysis. Success in the First Year Product owners are executing standard customer engagement work independently with less dependency on Customer Engagement. Exception handling protocols are documented and reduce resolution time for complex scenarios. The role is recognized as a governance and process leadership function that informs strategy. AI best practices are modeled and adopted broadly across the function. Reporting shifts from activity metrics to meaningful business and customer impact. At least one cross-functional process improvement