(US) Customer Operations Launch Manager - 1 Year Contract

About the role

To lead multiple market ready health care solutions and services launch projects simultaneously, you will act as the customer operations liaison.

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.
• 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.

Skills

• 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.

Benefits

Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more!

Pay

The hourly range for this position is $44 - $49. You will not be eligible for benefits or paid time off, but we do provide an extra 4% per hour to pay you back for not receiving them.

Schedule

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