[Hiring] Manager, Customer Engagement @Aledade PBC

Role Description

The Manager, Customer Engagement serves as a central architect for product Go-To-Market (GTM) execution, bridging the gap between technical product development and clinical application to maximize time-to-value. Operating with minimal oversight under the general direction of their leaders, the Manager is responsible for quarterbacking the end-to-end launch lifecycle for assigned product and program portfolios (such as Quality, Affordability, or Care Programs). This role requires a consultative and solution-oriented professional with a deep sense of curiosity to navigate ambiguous environments and make the unknown known. The Manager will actively utilize proprietary AI-driven workflow tools to scale enablement content, resolve complex roadblocks with creativity, and coordinate cross-functional teams to ensure releases are completely field- and practice-ready.

Candidates should be comfortable working remotely from anywhere within the US, across all US time zones.

Primary Duties

• End-to-End Release Management & Coordination:
  • Fully quarterback the product launch lifecycle for assigned portfolio.
  • Coordinate cross-functionally across Product, Business, Legal, and Field teams to track technology releases.
  • Lead messaging development and align release importance to associated communication tiering.
• Multi-Channel Asset Development:
  • Build, write, and finalize the complete suite of enablement materials (including live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles).
  • Utilize internal AI tools to scale draft content production, ensuring all messaging aligns with organizational communication strategy and compliance and legal review protocols.
• Operations & Practice Recruitment:
  • Serve as the gatekeeper for early-phase product testing.
  • Formulate practice selection criteria, manage recruitment and eligibility, and launch new features/programs.
  • Coordinate qualitative feedback loops during beta testing to de-risk releases before General Availability.
• Project Tracking & Channel Socialization:
  • Maintain and optimize project tracking structures and communication channels to ensure cross-functional accountability.
  • Schedule, package, and socialize release communications across established field and practice channels (such as newsletters and webinars).
  • Ensure all customers understand and can leverage product and program releases to support VBC performance.

Qualifications

• Bachelor’s Degree with 5 or more years of experience in customer success, client solutions, professional services, or product operations.
• Prior experience at a healthcare services or healthcare technology company, with strong familiarity in primary care workflows and value-based care contracts.
• Proven ability to independently scope, map, and navigate complex or ambiguous projects, applying broad expertise to make the unknown known and propose creative solutions.

Requirements

• Highly consultative skillset with a strong sense of curiosity; possesses the initiative to take on ambiguous challenges and "make the unknown known".
• Must be willing to learn and actively utilize AI tooling as a necessary element of daily work to automate and scale workflows, including content development.
• Capable of leading existing or well-defined tasks with minimal guidance, applying extreme attention to detail across deliverables.

Preferred KSA's

• 5 years of relevant experience.
• Familiarity with AI prompt engineering or workflow automation.
• Experience with project and platform tools such as Monday.com, Pendo, Salesforce, or Zendesk.
• Capable of leading by influence in a matrixed environment to drive project execution across disparate stakeholder groups.
• Strong presentation skills with the ability to concisely explain complex technical and operational concepts to senior-level audiences.

Physical Requirements

• Sitting for prolonged periods of time.
• Extensive use of computers and keyboard.
• Willingness to travel 2-4 trips/year to headquarters or retreat locations.

Compensation

• Salary Range: $100,000 to $112,000 base + bonus + equity.
• Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience.