Partner Operations Director

About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

The Role

As a Partner Experience Operations Director, you will be an essential part of the commercial team, directly reporting to the Director of Strategy and Operations. Your primary responsibility will be to manage operations and enablement for the Partner Experience team. You will enable the team to achieve and exceed goals and deliver an exceptional partner experience. You will play a lead role in ensuring operational excellence across the team to enable a high-performing team at scale and ensuring the team has the tools and resources needed to be successful.

As a leader on the team, you will be responsible for ensuring high quality output, and providing direction to other team members, but will also roll up your sleeves to move things forward with the rest of the team. You will serve as a peer to the managers across the Partner Experience team and cross-functionally to understand business needs and help implement new processes and tools effectively and efficiently.

Required Travel

• 10%
  
  

What You’ll Do

• Project Prioritization and Leadership
• Play a lead role in team enablement
• Own the prioritization of project, asset, and tool requests through Asana, ensuring that the items prioritized reflect the gaps and priorities of the broader partner experience team
• Delegate to ops team and cross-functional partners in alignment with team and business goals
• Partner with leaders across other departments to understand their priorities, ensure teams are in sync, and establish strong and efficient communication pathways
• Ensure Ops team meets SLAs for project requests
• Team Enablement and Process Development
• Lead and maintain processes that are utilized across the team, such as the partner health process and escalation process
• Accountable for internal communications within the PX team (newsletters, team meetings, and other ad hoc updates & direction)
• Oversee PX Onboarding and partner with leaders on the team to ensure we are delivering a consistent experience to our partners across the team
• Analytics and Insights
• Lead the monitoring, reporting, and presentations related to team KPIs and insights
• Drive execution of and visibility related to goal attainment
• Own and manage reporting around team OKRs and performance in partnership with team leaders
• Tools and Frameworks
• Develop and manage core tools, platforms, and frameworks to support all operationally functions and team needs
• Ensure clear role actions are developed and maintained across teams
• Partners with Revenue Ops and Analytics to instrument tools to proactively identify risks and provide visibility into engagement
  

Who You Are

• 5+ years of experience in project or program management, management consulting, or strategic operations, preferably within the healthcare or enterprise health systems sector
• Minimum 3 years of experience managing and leading teams
• Strong understanding of the healthcare ecosystem, including the challenges faced by clinicians and healthcare organizations
• Exceptional communication and interpersonal skills, with a proven ability to build trust and rapport
• Ability to make decisions independently on behalf of the partner experience org, in line with the partner experience culture, values, and mission
• Technical aptitude with a quick learning ability for complex software solutions
• Demonstrated problem-solving skills, with a proactive, results-oriented approach
• Familiarity with CRM software,customer success tools and project management software
  
  

Bonus Points If…

• Customer Success and/or Implementation background with experience on a client-facing team
• Familiarity with Epic
  
  

Why work at Abridge?

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.
• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA.
• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.
• 401k and Matching: Contribution matching to help invest in your future.
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.
• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.
• Compensation and Equity: Competitive compensation and equity grants for full time employees.
• ... and much more!
  
  

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.

Compensation Range: $153.5K - $170.5K