Customer Relationships & Escalation Management: Serve as a trusted partner and escalation point for key customers, ensuring issues are resolved swiftly and relationships remain strong. Foster and own executive customer relationships during the implementation process.
Operational Enablement & Removing Blockers: Anticipate and remove obstacles that hinder delivery, equipping teams with the processes, tools, and support needed for success.
Cross-Functional Strategy & Initiatives: Partner with leaders across Product, Engineering, and Customer Success to align implementation strategy with organizational priorities and scalability goals.
Continuous Improvement & Unlocking Team Potential: Identify and drive opportunities to enhance people, process, and tools—unlocking team potential and improving implementation outcomes. Develop implementation metrics roadmap, capacity planning models and customer health KPIs during the implementation cycle.
Support people-leading initiatives through 1:1 coaching, modeling and demonstrating accountability as the team scales.

Bachelor’s degree in Business, Economics, Healthcare Administration or related field
8+ years of experience in implementation, customer success, project management or customer delivery or customer operations within healthcare technology, SaaS or enterprise software
4+ years in a leadership role managing implementation or delivery teams
Proven ability to lead teams through complex implementations while maintaining a positive, solutions-oriented mindset
Experience implementing healthcare workflow, clinical, or operational technology solutions strongly preferred.
Strong relationship management, communication, and problem-solving skills.
Demonstrated success in leading through influence and driving cross-functional alignment.
Consistent success in leading conversations with clarity and confidence at all levels, building connection and credibility with executive stakeholders and demonstrated leadership presence and polish
Willingness to travel as required (up to 25%).

Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes
Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL
Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued

Director of CX Operations

Key skills