Top Operations & Support Jobs in New York City, NY

Leads the team responsible for post-launch health, maintenance, quality, and performance of customer operations automations, including Sierra. Owns operational readiness, monitoring, testing, issue resolution, change management, and retirement. Establishes AI evaluation and human-review systems, analyzes performance data, prioritizes improvements, and coordinates with continuous improvement and AI operations teams to deliver reliable, measurable customer and business outcomes.

Own the architecture and development of Grow’s GTM systems for physician referrals, EAP, and Provider Experience. Build HubSpot data models, integrations, automations, AI agents, referral workflows, attribution, governance, monitoring, and self-healing processes across multiple commercial motions. Establish technical standards and integration patterns, ensure scalable handoffs and data quality, and help shape the future GTM Systems team.

Leads commercial finance and revenue operations for provider recruitment and PCP/EAP businesses. Builds forecasting, pipeline management, data models, reporting infrastructure, dashboards, governance, and AI-enabled GTM workflows. Partners across Sales, Marketing, Customer Success, Finance, Product, and Operations to improve planning, territory allocation, capacity management, executive reporting, and scalable operating processes.

Build and own GTM systems for Primary Care, EAP, and Provider Experience motions. Design data models, integrations, automations, AI agents, governance standards, testing environments, monitoring, and self-healing workflows. Partner with GTM architecture and systems teams to scale commercial operations, improve referrals and provider growth, and reduce manual effort. Evaluate and evolve the GTM technology stack while measuring automation performance through experimentation.

Owns the Customer Operations knowledge lifecycle, creating and maintaining guides, SOPs, decision trees, job aids, macros, and Help Center content. Translates complex policies, product changes, compliance requirements, and workflows into actionable guidance. Partners with subject matter experts, Training, Quality, Product, and Operations leaders to validate content, manage updates, support launches, measure knowledge performance, and improve governance, findability, and AI-enabled knowledge retrieval.

Provides empathetic customer support through chat, messaging, and phone for technical, insurance, billing, and platform questions. Investigates issues, resolves cases accurately, documents interactions, meets service-level and productivity goals, escalates when needed, and identifies recurring problems for process improvement. Collaborates with Support, Product, and other teams while participating in coaching and training. Remote work requires dependable scheduling, adaptability, and clear communication.

Provides empathetic customer and provider support through chat, messaging, and phone. Resolves technical, insurance, billing, and platform questions; documents interactions; meets service, quality, response-time, and productivity expectations; escalates issues when needed; participates in coaching and training; identifies recurring problems; and collaborates with Product and internal teams to improve the support experience.