(US) Customer Operations Launch Manager - 1 Year Contract
About The Position
At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower our employees to innovate and shape the future of healthcare. With a vast dataset and a Marketplace of integrated partners, our platform serves numerous provider organizations, impacting millions of lives. We reinvest significantly in research and development, providing employees with resources to innovate and make a lasting impact. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. This role reports to the Manager, Customer Care Launch. The Customer Operations Launch Manager acts as the customer operations liaison to lead multiple market-ready healthcare solutions and services launch projects simultaneously. This involves mobilizing 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 customers. The role manages the launch through early access pilots to commercial availability, maximizing outcomes for the customer operations organization, customer time-to-value, and company time to revenue. This is achieved by leveraging SaaS new product introduction experience, project management skills, and business acumen to build effective cross-functional partnerships, influence the business, and use organizational skills to navigate ambiguity. The role works in conjunction with product leaders and cross-functional teams. This is a 1-year contract position to cover a maternity leave from 8/2026-8/2027.
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.
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.
Benefits
- An extra 4% per hour to compensate for not receiving benefits or paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
