ERAS Business Operations Manager

About the role

The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive and competitive benefits package designed to promote well-being, professional development, and work-life balance. Hybrid Work - Primarily remote roles with the ability to work across the U.S. Comprehensive Health & Wellness - Medical, dental, and vision coverage; wellness programs; and fitness reimbursement Generous Time Away - Paid time off, holidays, personal days, sick leave, paid parental leave and short‑ and long‑term disability benefits. Retirement & Financial Well-Being - 403(b) retirement plan with generous employer contributions and financial planning resources Family & Care Support - Backup care for children, elders, and pets, plus resources for families with specialized needs Learning & Purpose: Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission. Additional information can be found on our website . Why us, why now? The Business Operations Manager will champion operational excellence and deliver critical insights that shape ERAS strategies. This impactful role involves the strategic management and execution of vital business processes, ensuring efficient operations across ERAS. The ERAS Business Operations Manager drives the operational readiness, business governance, and stakeholder account lifecycle for the ERAS product suite. This role serves as the functional owner of operational compliance and business rule governance across applicants, medical schools, programs, and specialties. A successful candidate will seamlessly balance high-level business management responsibilities with a hands-on commitment to executing routine system administration and tactical tasks essential for ERAS operational success. How you will make an impact? Core Operational Governance & Continuous Improvement : Document and maintain Standard Operating Procedures (SOPs), business rules, and process workflows across all operational functions to ensure continuity and accuracy ahead of each application season. Establish governance and secure stakeholder buy-in on operational business rules across cross-functional teams, including Product, Operations, IT, and Relationship Management. Analyze operational friction points and recurring pain points to identify root causes, design optimized workflows and execute continuous improvement initiatives. Manage operational audit trails, approval workflows, exception-handling protocols, and the master annual business operations calendar. Ensure knowledge-base accuracy by partnering with the support center training teams to update internal and external documentation whenever business rules evolve. ERAS Business Operations : Manage the end-to-end onboarding, registration, and annual setup lifecycles for medical schools, programs, institutions, and specialties. Lead cycle readiness initiatives by establishing operational launch checklists, verifying profile configuration deadlines, resolving launch blockers, and communicating risks to leadership. Execute ongoing account and profile management, including updating institutional profiles, processing changes, executing cont r act modifications, and resolving escalated applicant account requests. Collaborate with Product, IT, Data Services, and Relationship Management teams to align and drive operational improvements . Monitor and report to internal stakeholders on account completion rates, user registration milestones, timelines, and compliance requirements. Coordinate targeted outreach in partnership with the Relationship Management and Communications teams to assist users with ERAS operations. Partner with the Data Services team to request and verify necessary reporting inputs for monthly financial reports. C oordinate the business-side execution of complex account transactions (e.g., standard billing adjustments and customer refunds). C ollaborate with the billing processor and Accounting to support internal tracking, validation, and administrative oversight. Escalation, Risk, & Compliance Management: Triage and investigate complex or high-severity customer escalations from the support center, developing resolution paths and distinguishing between standard and exception-based handling. Review and update product Terms and Conditions (T&Cs) annually to reflect shifting operational or business rules, coordinating legal approvals and archiving historic versions. Identify and document systemic issues originating from customer escalations to inform broader process optimizations or product updates. What you will bring to the

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