Account Operations Manager, Healthcare

OVERVIEW

When it comes to the connection between health and nutrition, the data tells an eye-opening story. Today, more than one in 10 Americans doesn’t have reliable access to nutritious food, and more than 100 million people in the United States suffer from diet-related disease. Further, 85 percent of U.S. healthcare costs come from treating chronic diseases, like diabetes and hypertension, that can be caused or made worse by diets that lack key nutrients. It’s one reason why America spends more than any other country on healthcare but has lower life expectancy than other wealthy countries. 

While these trends are sobering, we see them as a clear call to action. 

As the leading online grocery technology company in North America, we’ve not only become a staple in millions of households, we’re already naturally playing a major role in people’s health. We’ve seen firsthand via independent and partner research studies that online grocery delivery helps people get access to fresh food, adopt healthier eating habits, save time, manage their budgets, and eliminate transportation and mobility barriers to nutrition. As a company at the center of people’s relationship with what they eat, we have an opportunity – and a responsibility – to do more.

ABOUT THE JOB

As an Account Operations Manager, you will draw on your customer-facing abilities, process optimization skills, and strong attention to technical details to help healthcare payers, providers, and nonprofits get successfully onboarded to Instacart Health’s products and ensure their programs run seamlessly. 

You will partner with Business Development teams to effectively support Instacart Health partners and you will lead all operational and technical conversations associated with program set up, troubleshooting, and reporting. This responsibility also includes developing a strong partnership across Customer Support, Product, Engineering, Sales and many other cross-functional partners. In this role, you will:

• Work directly with partners to set up new Instacart Health programs, gathering technical requirements, managing setup within internal tools, and leading all pre-launch QA
• Monitor partner performance, providing reporting and diagnosing any issues
• Become an expert on Instacart Health products and serve as the expert on technical questions for both partners and internal teams (Sales, Customer Support, etc)
• Work cross-functionally to document workflows and streamline processes to drive efficiency 
• Ensure all client operational documentation is created and complete 
• Develop a reusable library of process, resource, and best practice documentation to support client implementation
• Lead identification of project interrelationships that will affect program decisions.

ABOUT YOU

• 3+ years of experience working in Technical Account Management or Sales Operations roles
• High attention to detail and experience onboarding partners to new technical products
• Creative problem-solving skills and experience troubleshooting client-facing technical issues
• Exceptional process improvement skills with experience implementing new workflows and building new playbooks
• Strong written & verbal communication with the ability to express complex topics clearly & easily
• Ability to independently manage multiple projects simultaneously and prioritize responsibilities
• Ability to work cross-functionally with many teams and multi-tasks with a sense of urgency
• Nice to have: Experience working in Salesforce & DataDog (or comparable reporting tools)

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