Customer Strategy & Operations Associate

Job description

DUET — CUSTOMER STRATEGY & OPERATIONS ASSOCIATE ABOUT DUET Duet is proving that nurse-practitioner-led care isn't just more accessible, it's better. We help NPs build and scale independent practices in communities too often overlooked by the health system: rural towns, immigrant populations, LGBTQ+ patients, and more. Backed by AI-driven tools that give independent NPs the backing of a much bigger system, our network of 100+ practices covering 400,000 annual visits has driven a 30% increase in preventative visits and a 35% drop in hospitalizations, the clearest sign yet that localized NP-led care means better outcomes. We're a well-funded, early-stage company led by seasoned entrepreneurs and nurse practitioners, and backed by investors including Lerer Hippeau and Kairos. WHY DUET, WHY NOW Independent primary care is disappearing, swallowed by hospital systems and private equity roll-ups, often pulling out of the communities that need it most. But 31 states now support autonomous NP practice, and the results back up what we've long believed. We built the first value-based care contracts for NPs with major payors, taking on real financial risk for outcomes. In our anchor market in New Hampshire, our network outperformed the state on total cost of care by 19%, proof that a solo NP in an underserved area can outperform a system ten times their size and get rewarded for it. About the role: We're looking for a Customer Strategy & Operations Associate to join our growing Operations team. You'll be a trusted partner to our NP practices, supporting their onboarding, day-to-day success, and ongoing growth on the Duet platform. This is a relationship-first role — you'll be the friendly, reliable face that practices turn to with questions, challenges, and wins. You'll work closely with senior members of the team, learning our playbooks and applying them to help practices thrive. This is a great fit for someone early in their career who is energized by working directly with customers, has strong attention to detail, and wants to grow inside a fast-paced healthcare startup. Key Responsibilities: - Relationship Management: Serve as a primary day-to-day point of contact for a portfolio of NP practices. Build warm, trust-based relationships that make practices feel supported and set up for success. - Customer Onboarding Support: Guide new practices through the Duet onboarding process, following established workflows and ensuring a smooth, positive launch experience. - Practice Check-ins & Communication: Conduct regular check-ins with practices to track progress, surface concerns, and connect them to the right resources. Keep practices informed and engaged. - Account Growth: Partner with practices to drive adoption of Duet's platform features and identify opportunities for growth — whether that's expanding their patient panel, activating new services, or deepening engagement with their community. - Data & Reporting: Pull and organize practice data to support performance tracking and customer reviews. Assist in preparing materials for practice meetings and business reviews. - Issue Resolution: Triage and respond to practice questions and issues, escalating to senior team members when needed. Follow standard procedures to resolve routine problems quickly and accurately. - Internal Coordination: Work cross-functionally with Billing, Clinical, and Product teams to route customer needs and close open loops on behalf of practices. - Playbook Execution: Apply established templates, tools, and best practices developed by the broader Customer Strategy team to deliver consistent, high-quality customer experiences. What you bring: - 1–3 years of experience in a customer-facing role — customer success, account management, client services, or a related field. Healthcare or startup experience is a plus. - Genuine warmth and a service mindset — you get energy from helping people and making their day easier - Strong organizational skills and attention to detail; you can manage multiple relationships and follow through reliably - Comfort with data and basic analysis — you're at ease in Excel or Google Sheets and can work with reports and dashboards - Clear, thoughtful communicator — written and verbal - Eagerness to learn in a structured but evolving environment, with guidance from senior teammates - High EQ, low ego, and a bias toward action Who will thrive here: - People who genuinely enjoy building relationships and being a reliable partner to others - Detail-oriented doers who follow through and raise their hand when they need help - Folks with a heart for healthcare and curiosity about the business side of primary care - Early-career professionals who want to grow inside a mission-driven team This role is hybrid out of NYC. The salary range for this role is $90,000-$110,000 per year pus equity.