Head of Technical Operations
eMed · Miami, FL · 2 wk ago
On-siteEducationFull-time
What You'll Do
- Lead all customer implementations, onboarding, and operational delivery to ensure successful, on-time go-lives
- Build scalable implementation methodologies, project management standards, and customer onboarding frameworks
- Own the technical path to implementation by partnering with Product, Engineering, Clinical Operations, and Customer Support
- Develop and maintain standardized operating procedures (SOPs) across implementation, integrations, customer support, and service delivery
- Build and lead the Customer Success organization, driving customer adoption, satisfaction, retention, and long-term partnership growth
- Monitor customer health metrics, operational KPIs, and implementation performance while proactively addressing risks
- Establish scalable customer support processes that grow alongside the business
- Partner closely with the Head of GTM Operations to ensure seamless transitions from sales to implementation and ongoing customer success
- Drive continuous improvement initiatives across customer-facing operations to improve efficiency, quality, and scalability
- Build and mentor high-performing operational teams while fostering a culture of accountability, execution, and customer obsession
Qualifications
- 8+ years of leadership experience in operations, implementation, customer success, service delivery, or related functions
- Proven success leading customer-facing operational teams within high-growth organizations
- Strong experience building scalable operational processes, SOPs, and implementation frameworks from the ground up
- Demonstrated ability to lead complex cross-functional initiatives involving Product, Engineering, Clinical Operations, Commercial, and Customer Support
- Excellent project management, organizational, and executive communication skills
- Strong analytical mindset with experience using operational metrics to drive business decisions
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retail Plan (401(k) with Company Match)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Short-Term & Long-Term Disability
- Training & Development
- Catered Breakfast & Lunch Daily, Snacks
- Wellness Resources