Manager, Customer Strategy & Operations

Job description

Duet — Customer Strategy & Operations Manager 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 passionate Customer Strategy & Operations Manager to join our growing Operations team. You’ll be the go-to partner for our NP practices, acting as a consultant and leading onboarding, ongoing growth, and ensuring each practice maximizes the value of the Duet platform during the customer lifecycle. NP’s come to Duet at various stages of their business, and this role advises and supports them to become a thriving practice. Equal parts relationship-builder, trusted advisor, quantitative problem-solver, and strategic operator, you'll guide practices through transformation and help them achieve clinical, financial, and operational success. This role is perfect for someone who thrives in fast-paced, early-stage environments, enjoys wearing many hats, and knows how to keep a smile while driving outcomes. You’re comfortable discussing finances, budgets and scenario-planning and delivering a strong POV. Key Responsibilities: - Analytics & Insight Generation: Dive into raw practice data to identify key drivers, trends, and anomalies. Move beyond dashboards to answer ambiguous financial and operational questions. Dive into practice data to surface trends and opportunities. - Financial & Operational Analysis: Structure and execute analyses across revenue, margins, capacity, and growth. Use your analytical chops to tell a story and drive smarter decision-making. - Customer Onboarding & Partnership: Be the face of Duet to new practices, guiding them through implementation and acting as their long-term strategic partner. - Practice Enablement & Growth: Understand each practice’s goals and pain points, delivering tailored strategies that improve performance, grow patient panels, and unlock platform value. Create financial models and forecasts to provide visibility into a practice’s financial and operational health. - Cross-functional Collaboration: Act as the voice of the customer, collaborating closely with Product, Billing, Clinical, and Engineering to advocate for customer needs and improve internal processes. - Customer Advocacy & Retention: Own practice happiness. Track NPS, drive renewals, and spark referrals by delivering consistent value and building authentic relationships. - Scalability & Best Practices: Partner with the Head of Customer Ops to build the playbook—developing templates, tools, and rituals that help us scale Customer Success with heart and efficiency. What you bring: - 3–5+ years in a client-facing consulting, strategy & operations, or business operations role—ideally in a startup, healthcare, or consulting - A proven ability to build trust quickly and manage relationships with warmth and clarity - Strong analytical skills—you’re comfortable in Excel/Sheets and not afraid of digging into data to find the story, including building and tweaking your own models and forecasts. SQL experience is a plus! - Experience working in small or early-stage companies where agility, ambiguity, and experimentation were part of the day-to-day - Bonus points for experience in primary care, value-based care, or tools like EHRs and billing systems - Excellent communication and project management skills - High EQ, low ego, and a bias toward action Who will thrive here: - Thoughtful relationship-builders who get energy from helping others succeed - Operational doers who love structure but can flex when the playbook’s still being written - Folks with a heart for healthcare and a head for business - Self-starters who love learning, growing, and wearing multiple hats - People who bring joy, humility, and hustle to their work This role is hybrid out of NYC. The salary for this role is $140,000 per year plus equity.