(US) Customer Operation Launch Manager

PointClickCare

About The Position

Reporting to the Manager, Customer Care Launch, you will act as the primary internal liaison to lead the launch of new products within Professional Services and Customer Support. This role will be responsible for mobilizing cross-functional efforts, defining implementation and support strategies, developing tools and executing programs that will drive the launch of world class products to its customers. This role demands a strong project manager with an excellent track record of managing multiple projects and leading with authority. You will act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. You will mobilize cross-functional efforts within customer operations to define strategies, develop tools and execute programs that drive the launch of world class solutions and services to its customers. You will manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer operations organization, customer time-to-value, and company time to revenue. To accomplish this, you will leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships, influence the business and use organization skills to navigate ambiguity. You will work in conjunction with product leaders and cross-functional teams.

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.

Nice To Haves

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.

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.