(US) Customer Operation Launch Manager

PointClickCare is a company focused on healthcare solutions, and they are seeking a Customer Operation Launch Manager to lead the launch of new products within Professional Services and Customer Support. This role involves mobilizing cross-functional efforts, defining implementation strategies, and executing programs to drive successful product launches.

Responsibilities:

• Plan, organize, and execute on multiple solution or services introductions in partnership with the cross-functional team that maximizes the customer value and business outcomes
• Work with a cross-functional team of professional services, customer operations, and customer support professionals to create and execute a set of launch goals
• Create and manage a plan designed to achieve the launch goals and successfully execute a scalable launch strategy with the cross-functional team
• Lead the customer operations team in identifying outcomes and operational performance metrics, defining operations launch goals, and monitoring and measuring launch results against goals
• Ensure activities are planned, executed, and adjusted as needed based on launch results
• Drive results to plan efficiency in implementation processes and practices, customer engagement/value experiences, effort models, and professional service fees determination
• Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance, and adjust the plan accordingly
• Prioritize projects, resources, and budget, balance business needs with technical constraints, and drive successful organizational readiness based on importance and urgency in support of the new solution or service offering
• Lead continuous and measurable improvement in launch processes to accelerate customer time-to-value and business time-to-revenue
• Systematically convey pros and cons of alternative solutions to complex issues and achieve consensus on launch approach
• Generate new perspectives, frameworks, and innovative ideas which are strategically sound and challenge the status quo and enable problem resolution
• Develop and execute communication of complex information to team members and stakeholder groups
• Provide coaching, mentoring, and support to team members and peers

Requirements:

• Experience in program management, project management, product management, consulting, corporate strategy, business operations or strategic planning in a SaaS Company
• Bachelor's degree in Health Care, Business, Management, or 5+ years equivalent experience in project management or EHR systems
• Experience working closely with Professional Services or Customer Support
• Exceptional presentation, oral and written communication skills
• Strong critical thinking, problem solving, organizational, and decision-making skills
• Ability to manage conflict and drive decisions
• Ability to perform planning for complex projects, managing all tasks required to meet business needs within budget and deadlines
• Experience in healthcare systems (EHR, EMR, Pharmacy)
• Knowledge of product development processes / PDLC, customer journey and lead to cash processes
• Project Management Professional (PMP) Certification is a plus
• Robust business acumen and ability to partner with senior business leaders to drive initiatives
• Experience with data driven process improvement
• Experience working with Acute, Payer, and Practice Groups