Manager, Platform Operations

About the role

The Platform Operations team supports customers by managing issues and helping ensure reliable support for platform products and services. The team works closely with Product, Engineering, Support, Customer Success, Operations, and external partners to resolve issues and improve workflows. Team members use tools such as Salesforce, JIRA, dashboards, spreadsheets, and reporting systems to track work, monitor trends, and support operational decisions. The team's focus is to build scalable support processes that help customers and internal partners move work forward efficiently. Essential Job Responsibilities: Lead, coach, and develop Platform Operations associates through 1:1 meetings, team meetings, performance goals, development planning, and reviews. Manage team resourcing, prioritization, and work distribution across daily support, escalations, process improvement, and project work. Oversee complex platform issue management, including case triage, troubleshooting, stakeholder communication, customer call support, and timely resolution. Serve as an escalation point for high-severity or ambiguous issues, helping clarify root cause, align next steps, and support the customer experience. Partner with internal and external stakeholders, including Product, Engineering, Support, Customer Success, Operations, and partner teams, to resolve issues and improve support readiness. Ensure Salesforce cases, JIRA tickets, and related work items are clear, actionable, well-documented, and managed through the appropriate resolution workflows. Develop and improve SOPs, knowledge articles, escalation guides, acceptance criteria, and process documentation. Build dashboards, trackers, KPIs, and reporting to monitor team performance, issue trends, backlog health, and operational outcomes. Use AI tools and automation thoughtfully to organize information, spot patterns, summarize work, and support analysis that improves troubleshooting and team efficiency. QA team deliverables and resolutions, coaching on quality, documentation, technical investigation, and customer impact. Additional Job Responsibilities: Support launch, incubation, and transition planning for new or evolving Platform Services so workflows are ready to scale and ownership is clear. Contribute to process reviews and operational planning to identify opportunities for better service delivery. Assist with training and onboarding activities for new team members as needed. Support ad hoc reporting and analysis requests from internal partners and leadership. Participate in cross-functional discussions to improve operating rhythms and service consistency. Expected Education & Experience: Bachelor's degree or equivalent experience required. 8+ years of professional experience in operations, support, issue management, product operations, technical services, or an equivalent combination of education and experience. 3+ years of people management experience preferred, including coaching, performance management, and developing direct reports. Experience managing complex customer issues, escalations, customer calls, support workflows, or operational processes using Salesforce, JIRA, Confluence, or similar tools. Working knowledge of data analysis and querying, including SQL, Snowflake, BI dashboards, spreadsheets, or similar platforms. Ability to understand, write, validate, or guide queries, including responsible use of AI-assisted query generation and analysis. Familiarity with APIs, data services, platform products, AI tools, and automation opportunities. Strong process design and documentation skills, including SOPs, knowledge articles, escalation paths, user stories, tickets, and acceptance criteria. Experience establishing metrics, dashboards, SLAs, KPIs, or operational reporting to improve team performance and stakeholder visibility. Excellent verbal and written communication skills, with the ability to tailor messages for technical teams, customer-facing teams, external stakeholders, Product leaders, and executive audiences. Proven ability to build relationships across functional teams, lead in a matrixed environment, and influence outcomes without direct authority. Strong facilitation skills, including the ability to guide customer or stakeholder calls, clarify ambi

Benefits

Additional Information

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: The Platform Operations Manager leads day-to-day support delivery and continuous improvement for Platform Services, including APIs, Data View, athenaPayer, Coordinator Core, and related platform products and partnerships. This role manages a team responsible for case triage, troubleshooting, escalations, customer call support, Salesforce and JIRA issue management, and operational process improvement. Based in Belfast, Maine, this position follows a hybrid work model. This role reports to the Platform Operations Director.

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