Head of Business Operations - Remote

The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all.

Hybrid Work – Primarily remote roles with the ability to work across the U.Comprehensive Health & Wellness – Medical, dental, and vision coverage; and fitness reimbursement

Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave and short and long-term disability benefits.

Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources

Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs

Learning & Purpose – Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission.

Additional information can be found on our website.

The Business Operations Manager will champion operational excellence and deliver critical insights that shape ERAS strategies. This impactful role involves the strategic management and execution of vital business processes, ensuring efficient operations across ERAS. The ERAS Business Operations Manager drives the operational readiness, business governance, and stakeholder account lifecycle for the ERAS product suite. This role serves as the functional owner of operational compliance and business rule governance across applicants, medical schools, programs, and specialties. A successful candidate will seamlessly balance high-level business management responsibilities with a hands‑on commitment to executing routine system administration and tactical tasks essential for ERAS operational success.

Core Operational Governance & Continuous Improvement

Document and maintain Standard Operating Procedures (SOPs), business rules, and process workflows across all operational functions to ensure continuity and accuracy ahead of each application season.

Establish governance and secure stakeholder buy-in on operational business rules across cross‑functional teams, including Product, Operations, IT, and Relationship Management.

Analyze operational friction points and recurring pain points to identify root causes, design optimized workflows and execute continuous improvement initiatives.

Manage operational audit trails, approval workflows, exception‑handling protocols, and the master annual business operations calendar.

Ensure knowledge‑base accuracy by partnering with the support center training teams to update internal and external documentation whenever business rules evolve.

ERAS Business Operations

Manage the end‑to‑end onboarding, registration, and annual setup lifecycles for medical schools, programs, institutions, and specialties.

Lead cycle readiness initiatives by establishing operational launch checklists, verifying profile configuration deadlines, resolving launch blockers, and communicating risks to leadership.

Execute ongoing account and profile management, including updating institutional profiles, processing changes, executing contract modifications, and resolving escalated applicant account requests.

Collaborate with Product, IT, Data Services, and Relationship Management teams to align and drive operational improvements.

Monitor and report to internal stakeholders on account completion rates, user registration milestones, timelines, and compliance requirements.

Coordinate targeted outreach in partnership with the Relationship Management and Communications teams to assist users with ERAS operations.

Partner with the Data Services team to request and verify necessary reporting inputs for monthly financial reports.

Coordinate the business‑side execution of complex account transactions (e.g., standard billing adjustments and customer refunds).

Collaborate with the billing processor and Accounting to support internal tracking, validation, and administrative oversight.

Escalation, Risk, & Compliance Management

Triage and investigate complex or high‑severity customer escalations from the support center, developing resolution paths and distinguishing between standard and exception‑based handling.

Review and update product Terms and Conditions (T&Cs) annually to reflect shifting operational or business rules, coordinating legal approvals and archiving historic versions.

Identify and document systemic issues originating from customer escalations to inform broader process optimizations or product updates.

Bachelor's Degree

Master’s degree (MBA, MS in Operations Management, etc.)

8‑10 years of related work experience

Significant progressive experience in business operations roles with increasing levels of responsibility.

Proven experience in process improvement methodologies and their practical application.

Experience utilizing operational data and system outputs to drive workflow improvements and decision‑making.

Experience supporting administrative aspects of financial reporting and transaction reconciliation.

Experience with internal business tools and systems, and ideally involvement in their implementation or management.

Experience managing customer escalations and collaborating with help desk, product, and account management teams to resolve escalations.

Experience in high‑volume operational environments, such as managing seasonal application cycles, large‑scale customer registrations, or time‑sensitive account onboarding pipelines.

Proven track record of independently managing operational calendars and shifting priorities with minimal day‑to‑day oversight.

Remote Work Eligibility

This position is eligible for remote work in the contiguous U.Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, as well as internal equity, market, and business considerations.

If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college coursework at an accredited institution is equivalent to one year of related work experience.

The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team.

Please attach a resume as part of the application process. Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

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