Director of Operations
About The Position
The Director of Operations will lead end-to-end implementation of Conexem and Compdata platforms for enterprise healthcare clients, developing and managing structured onboarding programs, timelines, and milestone frameworks. This role involves overseeing concurrent implementations while ensuring quality, consistency, and adherence to best practices. The Director will serve as the primary point of contact during implementation, managing communication, expectations, and escalations, and coordinating with development and product teams for system configuration, data migration, and workflow customization. Travel on-site may be required for client onboarding and training. Additionally, the Director will serve as the primary operational liaison and trusted advisor to client stakeholders, building and maintaining strong relationships across all levels, conducting regular client business reviews, and owning client satisfaction metrics. This role also involves establishing and maintaining scalable operational workflows and SOPs, developing and tracking KPIs and operational dashboards, identifying process improvement opportunities, and partnering with leadership to align operational execution with organizational goals. The Director will also design and deliver comprehensive client and internal training programs, develop and maintain training materials, and oversee client-facing support processes, ensuring timely and effective issue resolution and SLA adherence. Collaboration with product teams on QA testing and representing the client perspective in product development is also a key aspect. Finally, the Director will provide leadership, coaching, and development for client operations staff, fostering a culture of accountability, collaboration, and continuous improvement, and building and scaling the client operations team as the organization grows.
Requirements
- Bachelor’s degree in Business, Healthcare Administration, or related field (or equivalent experience)
- 7+ years of experience in client operations, implementation management, or client success within healthcare technology or SaaS environments
- Demonstrated experience managing enterprise-level clients and multi-location implementations
- Strong knowledge of practice management systems and healthcare workflows
- Proven ability to develop and implement operational processes, SOPs, and training programs
- Strong project management and organizational skills
- Excellent communication, presentation, and stakeholder management abilities
- Experience managing support operations and service-level performance metrics
- Ability to travel as required
Nice To Haves
- Experience in medical billing, revenue cycle management, or healthcare practice operations
- Experience with QA testing or product coordination in a software development environment
- Familiarity with EMR systems, patient portals, or healthcare workflow technologies
- Experience building or scaling operational functions in a growth-stage organization
Responsibilities
- Lead end-to-end implementation of Conexem and Compdata platforms for enterprise healthcare clients, including multi-location deployments
- Develop and manage structured onboarding programs, timelines, and milestone frameworks
- Oversee concurrent implementations while ensuring quality, consistency, and adherence to best practices
- Serve as primary point of contact during implementation, managing communication, expectations, and escalations
- Coordinate with development and product teams for system configuration, data migration, and workflow customization
- Travel on-site as required for client onboarding and training
- Serve as the primary operational liaison and trusted advisor to client stakeholders
- Build and maintain strong relationships across all levels, including operational and executive leadership
- Conduct regular client business reviews and performance discussions
- Own client satisfaction metrics (e.g., NPS, CSAT) and drive continuous improvement
- Manage escalations with a proactive, resolution-focused approach
- Establish and maintain scalable operational workflows and standard operating procedures (SOPs)
- Develop and track key performance indicators (KPIs) and operational dashboards
- Identify process improvement opportunities and implement solutions to increase efficiency and scalability
- Partner with leadership to align operational execution with organizational goals
- Design and deliver comprehensive client and internal training programs
- Develop and maintain training materials, including user guides, documentation, and digital learning content
- Ensure all materials remain current with product updates and workflow changes
- Implement scalable training solutions, including on-demand and knowledge-based resources
- Oversee client-facing support processes, ensuring timely and effective issue resolution
- Establish and monitor Service Level Agreements (SLAs) and support performance metrics
- Manage ticket prioritization, escalation, and resolution workflows
- Build and enhance knowledge bases to support client self-service and reduce support volume
- Oversee QA testing workflows to ensure product readiness prior to release
- Represent the client perspective in product development and enhancement discussions
- Communicate client feedback, feature requests, and system issues to development teams
- Collaborate on product improvements aligned with client needs and operational efficiencies
- Provide leadership, coaching, and development for client operations staff
- Foster a culture of accountability, collaboration, and continuous improvement
- Conduct regular 1:1 meetings and performance reviews
- Build and scale the client operations team as the organization grows
Benefits
- Comprehensive benefit package
- Additional "Perks"
- Casual work environment
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What This Job Offers
Job Type
Full-time
Career Level
Director
