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