Heidi
healthcare
CustomerOperationsLead
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Operations Lead at Heidi. Skills: operational visibility, customer workflows, leverage for customer-facing teams, cross-functional partnership, operational execution, systems and tooling improvement, scalable operating rhythms. Define and track the metrics that matter across the customer lifecycle.. Build dashboards and reporting that help teams focus on highest value work and leadership make better decisions.”
What You'll Achieve.
create operational clarity and leverage for the Customer Success organization; defining metrics; improving visibility; building dashboards; streamlining workflows; reducing operational friction; helping teams focus on the highest-value customer work; build the operating layer behind Customer Success; Define and track the metrics that matter across the customer lifecycle.; Build dashboards and reporting that help teams focus on highest value work and leadership make better decisions.; Ensure that customers are getting value at every stage and we're spending our time where it counts.; Identify operational inefficiencies and help reduce manual work through better workflows, automation, AI, reporting, and tooling improvements.; improve systems, customer visibility, operational insights, and execution across the customer journey.; Help move important operational initiatives forward across the customer organization, bringing structure, follow-through, and accountability to cross-functional work.; improve how tools like HubSpot, Intercom, reporting systems, and customer workflows support the customer experience.; Help establish clear operational standards, reporting cadences, playbooks, processes, and team workflows that improve consistency and scalability.
Industry & Context.
analytical skills; systems-thinking mindset with the ability to identify operational inefficiencies and simplify complexity; solve operational problems quickly; help turn ambiguity into practical systems and execution; willingness to solve problems and move quickly
What They're Looking For.
Must Have
Experience in Customer Operations, Customer Success Operations, RevOps, Consulting, Business Operations, or similar operational roles in SaaS or healthcare environments, analytical skills and comfort working with metrics, dashboards, reporting, and operational data, Experience improving workflows, processes, and operational execution in fast-moving environments, systems-thinking mindset with the ability to identify operational inefficiencies and simplify complexity, Ability to build relationships, influence, and get results cross-functionally, Practical and hands-on: willing to build, iterate, and execute directly, communicator who can bring structure and clarity to ambiguity, Bias for action and ownership, with a willingness to solve problems and move quickly
Nice to Have
Healthcare experience is highly valued but not required
What You'll Do.
Define and track the metrics that matter across the customer lifecycle.
Build dashboards and reporting that help teams focus on highest value work and leadership make better decisions.
Design and improve operational processes across onboarding
Ensure that customers are getting value at every stage and we're spending our time where it counts.
Identify operational inefficiencies and help reduce manual work through better workflows
and tooling improvements.
Work closely with Sales
and Support to improve systems
and execution across the customer journey.
Help move important operational initiatives forward across the customer organization
and accountability to cross-functional work.
Partner closely with Customer Systems and operational teams to improve how tools like HubSpot
and customer workflows support the customer experience.
Help establish clear operational standards
and team workflows that improve consistency and scalability.
solve operational problems quickly
and help turn ambiguity into practical systems and execution.
How You'll Work.
Team & Collaboration
Work closely with Customer Success, Sales, Support, RevOps, Product, Engineering, and Data to improve how customer-facing teams work day-to-day.; Partner cross-functionally with Sales, RevOps, Data, Product, Engineering, and Support to improve systems, customer visibility, operational insights, and execution across the customer journey.; Drive operational execution across the customer organization, bringing structure, follow-through, and accountability to cross-functional work.; Partner closely with Customer Systems and operational teams to improve how tools like HubSpot, Intercom, reporting systems, and customer workflows support the customer experience.
Communication Scope
communicator who can bring structure and clarity to ambiguity
Process & Methodology
driving projects forward, bringing structure, follow-through, and accountability to cross-functional work
Full Job Description
WHO ARE HEIDI? Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. THE ROLE We’re hiring a Customer Operations Lead to help scale how Customer Success operates at Heidi. This role sits at the intersection of operations, data, systems, and execution. You will work closely with Customer Success, Sales, Support, RevOps, Product, Engineering, and Data to improve how customer-facing teams work day-to-day. Your job is to create operational clarity and leverage for the Customer Success organization. That means defining metrics, improving visibility, building dashboards, streamlining workflows, reducing operational friction, and helping teams focus on the highest-value customer work. You will help build the operating layer behind Customer Success. This is a hands-on role. You won’t just recommend improvements — you’ll build dashboards, refine workflows, define processes, improve tooling, drive projects forward, and help operationalize how the team works as Heidi scales globally. WHAT YOU WILL DO BUILD OPERATIONAL VISIBILITY Define and track the metrics that matter across the customer lifecycle. Build dashboards and reporting that help teams focus on highest value work and leadership make better decisions. IMPROVE CUSTOMER WORKFLOWS Design and improve operational pro
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