Operations Project Manager, Athelas
Augmedix
$80-120k
+ Equity
Office located in Mountain View, CA
Remote patient monitoring platform
Be an early applicant
Remote patient monitoring platform
201-500 employees
Be an early applicant
$80-120k
+ Equity
Office located in Mountain View, CA
201-500 employees
Company mission
Athelas' mission is to bring simple, life-changing healthcare products to people around the globe to provide remote patient monitoring systems to the healthcare sector.
Role
Who you are
- Proven experience in operations management, customer success, or strategic operations, with a focus on customer retention and engagement
- Strong analytical skills, with the ability to interpret data, perform churn analysis, and implement corrective actions
- Excellent communication skills (both written and verbal), with the ability to interact effectively with internal teams and customers
- High level of organizational skills and attention to detail, ensuring all tasks are completed efficiently and accurately
- Ability to meet deadlines and manage multiple priorities in a fast-paced environment
- Strong problem-solving skills and resourcefulness in addressing customer issues and finding effective solutions
- Collaborative mindset, with the ability to work cross-functionally with diverse teams such as CSM, Engineering, Product, and Customer Support
- Excellent time management and organizational skills
- Reliable, resourceful, and self-driven, with a keen ability to handle various tasks simultaneously
- Proactive and customer-centric mindset, with a commitment to improving the customer experience at every touchpoint
- A collaborative team player with the ability to work across different teams and functions to solve complex problems
- Must consistently demonstrate punctuality and arrive on time for all meetings
What the job involves
- We are seeking an experienced and highly motivated Operations Project Manager to join our Strategic Operations Team
- This role is crucial to ensuring the seamless delivery of high-quality service to our customers, with a strong focus on managing customer retention and churn, driving customer engagement, and improving the overall service experience
- The Operations Project Manager will be responsible for managing customer retention, analyzing churn trends, addressing customer concerns, building dashboards in Retool, and working cross-functionally with the Customer Success Management (CSM), Engineering, Product, and Customer Support teams to enhance customer satisfaction and retention
- Monitor and manage customer churn metrics on a weekly basis, conducting thorough churn analysis to identify trends and areas of concern
- Create post-mortem analyses for churned customers, outlining key learnings and actionable insights to reduce future churn
- Own the customer engagement process, ensuring proactive outreach and consistent communication to build strong, lasting relationships
- Develop strategies to improve customer engagement and service satisfaction
- Address customer concerns and ensure high-quality service delivery
- Monitor note quality, connectivity, and overall service experience, identifying any areas of improvement and implementing corrective actions when necessary
- Identify opportunities to deliver more value to customers by suggesting additional services or deliverables that may enhance their overall experience
- Work closely with the CSM team to ensure customers are aware of all potential value-added services available to them
- Identify and escalate potential customer churn risks to the CSM team, collaborating with them to mitigate any issues and proactively retain at-risk customers
- Collaborate with the operations, CSM, and engineering teams to address customer concerns, including identifying and resolving potential product or service issues
- Work with the CSM team to identify competitor presence and threats, assessing potential impact on customer retention and service strategies
- Manage customer product switches, ensuring smooth transitions and minimal disruption to customer experience
- Identify and report potential bug fixes or app-related issues impacting the customer experience, working closely with engineering and product teams to resolve technical concerns
- Proficient in developing dashboards in Retool for Strategic Operations, providing insights into key metrics such as month-over-month churn, quarterly churn, open projects, and days to project closure, among others
Our take
Gathering data on patients is vital to provide healthcare workers with the information that they need to reduce repeat hospitalizations, but retrieving such data requires patient monitoring through expensive medical equipment. This ultimately reduces spaces in hospitals and clinics when patients could otherwise be cared for from home, presenting an increased demand for remote patient monitoring (RPM) technology.
Athelas develops RPM hardware and software platforms, helping the healthcare industry monitor the health data of patients without the need for them to be present in hospitals or clinics. The company's solutions include remote devices for blood diagnostics, sensor-driven pillboxes, and glucometers, which connect through software applications for doctors, EHR integrations, and a unified RPM platform.
Whilst the company faces competition from other RPM platforms, Athelas stands out by providing a comprehensive range of hardware monitoring devices and software applications, ultimately contributing toward an all-in-one RPM ecosystem. The company reports that its solutions have resulted in a 30% increase in patient engagement and a 20% reduction in hospitalizations and ER visits. A merger with fellow healthcare infrastructure unicorn Commure in 2023 will combine both companies' fast-growing revenue lines and promise a lucrative future Athelas.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2022
$60m
SERIES B
Aug 2021
$72m
SERIES B
Total funding: $156.2m
Company HQ
Jackson Park, Mountain View, CA
Leadership
Tanay Tandon
(CEO)Experience as Software Developer and Engineer for Trringg Systems, Clipped.me and Wit.ai. Researcher for the AI Department of Stanford University from 2013 to 2016.
Deepika Bodapati
(Co-founder)Experience as Researcher for the NASA Ames Research Center. Researcher at the Multimodality Molecular Imaging Lab (MMIL) of Stanford University from 2010 to 2015.
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