Director of Product Operations (Customer-Facing)

About the Company

Manta 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 role

We’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 do

You’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 system

• Audit the end-to-end onboarding and customer lifecycle to identify key sources of friction, delay, and manual work
• Lead customer implementations to understand real-world product performance and customer pain points
• Map complex healthcare workflows into clear, logic-based systems that Product and Engineering can use to automate manual steps
• Establish 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 engine

• Translate customer issues and edge cases into structured product requirements and automation opportunities
• Identify where the “AI-to-human” handoff is breaking down using data and internal tooling
• Partner closely with Product and Engineering to prioritize improvements that reduce manual work and improve reliability
• Build tight feedback loops between customers, operations, and product development

Introduce structure, consistency, and scalability

• Design and roll out standardized onboarding and account management playbooks
• Train the team to execute against these workflows with consistency and accountability
• Establish a clear operating cadence, including customer health reporting and internal performance reviews
• Evaluate and improve tooling, systems, and dashboards to support the next phase of scale

Own customer outcomes and relationships

• Lead executive-level conversations with customers, focusing on business impact rather than task completion
• Drive faster time-to-value by shortening the path from contract signature to successful automation
• Identify opportunities to expand product usage and increase customer value over time
• Serve as the escalation point for high-stakes implementations, bringing structure and calm to complex situations

Build and lead a high-performing team

• Hire and develop the operations and billing team, defining clear roles, expectations, and career paths
• Act as a player-coach, leading from the front while building toward a scalable team structure
• Establish a culture of accountability around speed, accuracy, and customer impact
• Design a repeatable hiring and onboarding process as the team grows

Drive operational performance and efficiency

• Build 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 pipeline
• Improve gross margins by reducing manual work and increasing automation leverage
• Create a “plug-and-play” onboarding model that reduces reliance on founder and engineering involvement

What success looks like

• Onboarding and operations are no longer ad hoc, they are repeatable, scalable systems
• Customers reach value faster, with fewer errors and less manual intervention
• Product and Engineering have a clear pipeline of high-quality, structured feedback from operations
• The team operates with clarity, accountability, and strong performance standards
• Leadership has visibility into capacity, performance, and operational health
• Operations becomes a driver of efficiency, customer outcomes, and margin improvement , not just a support function

You may be a good fit if you

• Think in systems and workflows, not just tasks, you naturally break complex processes into scalable components and have deployed AI tools where it delivers value
• Are comfortable operating at the intersection of operations, product, and customer success
• Have a track record of turning ambiguity into structure and execution
• Can move between executive conversations and hands-on problem solving seamlessly
• Use data to drive decisions, not just intuition
• Have experience managing offshore or distributed operations teams
• Deep ownership mindset, problems are simply “things to solve”
• Thrive in environments where you are building the function, not inheriting it
• Calm under pressure and confident making judgment calls

Why this role matters

Healthcare 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 Benefits

We 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.