Director of Product Operations (Customer-Facing)

About the CompanyManta is building the operational backbone for prior authorization in specialty practices, one of the most broken and manual workflows in healthcare.Director of Product Operations (Customer-Facing)About the roleWe’re a Healthcare AI company looking for a Director of Product Operations (Customer-Facing) to own and scale how work gets done across our platform, from onboarding through ongoing customer management. This is not a traditional billing or operations role. You’ll operate at the intersection of operations, product, and customer success, turning complex, manual healthcare workflows into scalable, technology-enabled systems. You’ll work directly with the founders to transform a high-touch process into a repeatable, efficient operation that improves customer outcomes while driving margin.What you’ll doYou’ll take full ownership of the operations function, diagnosing where the system breaks, introducing structure, and building toward a scalable model.Build a deep understanding of the systemAudit the end-to-end onboarding and customer lifecycle to identify key sources of friction, delay, and manual workLead customer implementations to understand real-world product performance and customer pain pointsMap complex healthcare workflows into clear, logic-based systems that Product and Engineering can use to automate manual stepsEstablish baseline performance by defining and aligning on core metrics (e.g., time-to-value, implementation accuracy, cost-to-serve etc.)Turn operations into a product feedback engineTranslate customer issues and edge cases into structured product requirements and automation opportunitiesIdentify where the “AI-to-human” handoff is breaking down using data and internal toolingPartner closely with Product and Engineering to prioritize improvements that reduce manual work and improve reliabilityBuild tight feedback loops between customers, operations, and product developmentIntroduce structure, consistency, and scalabilityDesign and roll out standardized onboarding and account management playbooksTrain the team to execute against these workflows with consistency and accountabilityEstablish a clear operating cadence, including customer health reporting and internal performance reviewsEvaluate and improve tooling, systems, and dashboards to support the next phase of scaleOwn customer outcomes and relationshipsLead executive-level conversations with customers, focusing on business impact rather than task completionDrive faster time-to-value by shortening the path from contract signature to successful automationIdentify opportunities to expand product usage and increase customer value over timeServe as the escalation point for high-stakes implementations, bringing structure and calm to complex situationsBuild and lead a high-performing teamHire and develop the operations and billing team, defining clear roles, expectations, and career pathsAct as a player-coach, leading from the front while building toward a scalable team structureEstablish a culture of accountability around speed, accuracy, and customer impactDesign a repeatable hiring and onboarding process as the team growsDrive operational performance and efficiencyBuild and own dashboards that track efficiency (cost per authorization), quality (error rates), and velocity (turnaround time)Develop capacity models that predict hiring needs based on growth and pipelineImprove gross margins by reducing manual work and increasing automation leverageCreate a “plug-and-play” onboarding model that reduces reliance on founder and engineering involvementWhat success looks likeOnboarding and operations are no longer ad hoc, they are repeatable, scalable systemsCustomers reach value faster, with fewer errors and less manual interventionProduct and Engineering have a clear pipeline of high-quality, structured feedback from operationsThe team operates with clarity, accountability, and strong performance standardsLeadership has visibility into capacity, performance, and operational healthOperations becomes a driver of efficiency, customer outcomes, and margin improvement , not just a support functionYou may be a good fit if youThink in systems and workflows, not just tasks, you naturally break complex processes into scalable components and have deployed AI tools where it delivers valueAre comfortable operating at the intersection of operations, product, and customer successHave a track record of turning ambiguity into structure and executionCan move between executive conversations and hands-on problem solving seamlesslyUse data to drive decisions, not just intuitionHave experience managing offshore or distributed operations teamsDeep ownership mindset, problems are simply “things to solve”Thrive in environments where you are building the function, not inheriting itCalm under pressure and confident making judgment callsWhy this role mattersHealthcare operations are still largely manual, fragmented, and inefficient. This role is about changing that — building a system that delivers faster, more reliable outcomes for customers while leveraging AI to fundamentally improve how the work gets done.Pay range and compensation package$125,000- $175,000 + Equity + Health BenefitsWe believe great ideas come from diverse teams and lived experiences. We’re committed to building a workplace where people from all backgrounds feel welcome and can do their best work.We are an equal opportunity employer and consider all qualified applicants regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected status.