Business Operations Associate

We're looking for a business operations generalist to own and scale the internal systems and infrastructure that powers Assured’s customer-facing support experience. This is a non-traditional, hands-on role with real ownership across business operations, customer experience, and toolings.This role is based in-person out of our headquarters in NYC (Nomad).

You’ll think in systems, solve for root causes over one-off fixes, and build in a modern toolset including tools like Pylon, Linear, and Notion. You’ll work cross-functionally to ensure operational requests are resolved efficiently and systems scale with momentum. The ideal candidate is equally comfortable solving for customers and architecting the workflows behind the scenes, operating with high autonomy in a fast-moving environment where the playbook is still being written.

Customer Support & Systems Ownership

• Own and manage frontline ticketing and service workflows in Pylon with speed, accuracy, and professionalism

• Build and maintain ticket workflows, routing logic, and reporting to support internal operations

• Become the cross-functional communication bridge between all internal teams, including surfacing status updates, relaying details on in-flight work, and conveying Product-related timelines to maintain a high level of customer satisfaction.

• Communicate progress, risks, and recommendations clearly on customer escalations and continually introduce best practices to resolve escalations and drive adoption

Continuous Improvement & Feedback Management

• Identify recurring customer pain points and operational gaps and surface them in a structured, actionable manner.

• Create and maintain knowledge base articles and guides that enable self-service for customers and reduce repetitive inbound volume.

Required Experience

• 1-4 years of experience in operations, BizOps, technical support, or a related role.

• Experience with Pylon, Intercom, Linear, Zendesk, JIRA, or similar platforms, and demonstrated ability to own the support function and build up a scalable solution, not just support it

• Strong problem-solving skills and comfortable building in ambiguous environments

• High ownership with a proactive approach, ability to prioritize effectively and follow through independently

Core Skills

• Systems thinker who naturally connect individual issues to broader operational enhancements and solve for root causes

• Strong written and verbal communication skills and ability to engage operational and non-technical audiences with equal clarity

• Detail-oriented with strong organizational and prioritization skills across multiple workstreams

• Comfortable learning and configuring new tools and adapt quickly

Nice to Haves

• Experience working in healthcare operations or startup environment

• Experience with healthcare payor enrollment, credentialing, or provider networks

Impact & Ownership

• True ownership: Define the vision & direction for Assured's Implementations function from the ground up

• Be at the cutting edge: Contribute to Assured's mission to eliminate providers' administrative burdens by combining human & AI expertise

• Meaningful scale: Help support our next phase of growth as we expand our customer base significantly

Team & Growth

• Strong, collaborative team: Join a dedicated, mission-driven team aiming to transform provider operations

• Rapid growth: Directly support our growing portfolio of clients with backing from top healthcare investors

• Competitive compensation: Including salary and equity participation so you share in our success

Benefits & Culture

• People-first benefits: Comprehensive health coverage (medical, dental, vision) and flexible PTO that supports your wellbeing

• Professional development: Annual budget for learning and growth opportunities

• Work environment: Office setup support and wellness benefits to help you perform your best