Manager, Customer Engagement (Remote)

Who We Are: Aledade PBC, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.   What Does This Mean for You? At Aledade PBC, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.   In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:   Flexible work schedules and the ability to work remotely are available for many roles Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners Robust time-off plan (21 days of PTO in your first year) Two paid volunteer days and 11 paid holidays 12 weeks paid parental leave for all new parents Six weeks paid sabbatical after six years of service Educational Assistant Program and Clinical Employee Reimbursement Program 401(k) with up to 4% match Stock options And much more!   At Aledade PBC, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

Primary Duties

1. End-to-End Release Management & Coordination: Fully quarterback the product launch lifecycle for assigned portfolio. Coordinate cross-functionally across Product, Business, Legal, and Field teams to track technology releases, leading messaging development and aligning release importance to associated communication tiering.
2. Multi-Channel Asset Development: Build, write, and finalize the complete suite of enablement materials (including live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles, etc). Actively utilize the internal AI tools to scale draft content production, ensuring all messaging aligns with organizational communication strategy and compliance and legal review protocols.
3. Operations & Practice Recruitment: Serve as the gatekeeper for early-phase product testing. Formulate practice selection criteria, manage recruitment and eligibility and launch of new features/programs, and coordinate qualitative feedback loops during beta testing to de-risk releases before General Availability.
4. Project Tracking & Channel Socialization: Maintain and optimize project tracking structures and communication channels to ensure cross-functional accountability. Schedule, package, and socialize release communications across established field and practice channels (such as newsletters and webinars) to all customers understand and can leverage product and program releases to support VBC performance.

Minimum Qualifications:

Bachelor’s Degree with 5 or more years of experience in customer success, client solutions, professional services, or product operations.

Prior experience at a healthcare services or healthcare technology company, with strong familiarity in primary care workflows and value-based care contracts.

Proven ability to independently scope, map, and navigate complex or ambiguous projects, applying broad expertise to make the unknown known and propose creative solutions

Highly consultative skillset with a strong sense of curiosity; possesses the initiative to take on ambiguous challenges and "make the unknown known".

Must be willing to learn and actively utilize AI tooling as a necessary element of daily work to automate and scale workflows, including content development.

Capable of leading existing or well-defined tasks with minimal guidance, applying extreme attention to detail across deliverables.

Preferred KSA's:

5 years of relevant experience.

Familiarity with AI prompt engineering or workflow automation.

Experience with project and platform tools such as Monday.com, Pendo, Salesforce, or Zendesk.

Capable of leading by influence in a matrixed environment to drive project execution across disparate stakeholder groups.

Strong presentation skills with the ability to concisely explain complex technical and operational concepts to senior-level audiences.

Physical Requirements:

Sitting for prolonged periods of time.

Extensive use of computers and keyboard.

Willingness to travel 2-4 trips/year to headquarters or retreat locations.