(Canada) 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. We have the largest long-term and post-acute care dataset and a Marketplace of over 400 integrated partners, serving over 30,000 provider organizations. We reinvest a significant percentage of our revenue into research and development. PointClickCare is recognized by Forbes as a top private cloud company and one of Canada's Most Admired Corporate Cultures, offering 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 decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. Join us in redefining healthcare.
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
