Head of Technical Operations

eMed•Miami, FL

7h•Onsite

About The Position

eMed is transforming healthcare through technology, diagnostics, and enterprise wellness solutions. As we continue to scale nationally, we're looking for an operational leader who thrives on building systems, creating structure, and delivering exceptional customer experiences. As the Head of Technical Operations, you'll own the operational journey after the sale—leading customer implementations, technical operations, onboarding, service delivery, and long-term customer success. You'll partner closely with our commercial, product, engineering, and clinical teams to build scalable processes that ensure every customer launches successfully and continues to realize value throughout their partnership with eMed. This is a highly cross-functional executive leadership role focused on operational excellence, customer satisfaction, and building the infrastructure needed to support eMed's next stage of growth.

Requirements

8+ years of leadership experience in operations, implementation, customer success, service delivery, or related functions
Proven success leading customer-facing operational teams within high-growth organizations
Strong experience building scalable operational processes, SOPs, and implementation frameworks from the ground up
Demonstrated ability to lead complex cross-functional initiatives involving Product, Engineering, Clinical Operations, Commercial, and Customer Support
Excellent project management, organizational, and executive communication skills
Strong analytical mindset with experience using operational metrics to drive business decisions

Nice To Haves

Experience in healthcare, digital health, diagnostics, or enterprise SaaS environments
Familiarity with customer success platforms, implementation project management tools, and CRM systems
Experience working alongside GTM Operations, Revenue Operations, or Commercial leadership in a high-growth organization
Proven track record scaling operations through periods of rapid company growth

Responsibilities

Lead all customer implementations, onboarding, and operational delivery to ensure successful, on-time go-lives
Build scalable implementation methodologies, project management standards, and customer onboarding frameworks
Own the technical path to implementation by partnering with Product, Engineering, Clinical Operations, and Customer Support
Develop and maintain standardized operating procedures (SOPs) across implementation, integrations, customer support, and service delivery
Build and lead the Customer Success organization, driving customer adoption, satisfaction, retention, and long-term partnership growth
Monitor customer health metrics, operational KPIs, and implementation performance while proactively addressing risks
Establish scalable customer support processes that grow alongside the business
Partner closely with the Head of GTM Operations to ensure seamless transitions from sales to implementation and ongoing customer success
Drive continuous improvement initiatives across customer-facing operations to improve efficiency, quality, and scalability
Build and mentor high-performing operational teams while fostering a culture of accountability, execution, and customer obsession