Professional Services Operations Manager

Heartflow

2d•$110,000 - $165,000

About The Position

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide. The Professional Services Operations Manager is a strategic leadership role focused on driving efficiency and quality in customer-facing project management and service delivery, specifically for customer onboarding and implementation. This role owns the process design to ensure a fast, compliant, and seamless client transition, serving as a critical link between Sales, Clinical, and Customer Support.

Requirements

Experience: 7+ years in project management, Professional Services leadership, or process improvement, with a focus on customer-facing projects.
Industry Focus: Hands-on experience managing complex implementation projects for medical device, diagnostic, or health technology solutions within health system environments.
Certifications (REQUIRED): Project Management Professional (PMP) Certification is required.
Tool Proficiency: Hands-on experience building and optimizing Project Management/CRM tooling (Certinia, TaskRay, Salesforce).

Nice To Haves

Management (PREFERRED): Proven experience leading and mentoring a team of Project Managers or Professional Services staff.
Lean Six Sigma or ITIL certification is strongly preferred.

Responsibilities

Conduct in-depth analysis and mapping of the entire customer onboarding journey to identify and eliminate pain points and inconsistencies.
Design, document, and implement future-state business processes, workflows, and governance models for project management.
Introduce and tailor industry best practices (e.g., Lean principles) to standardize templates, communication, and decision-making for customer projects.
Define requirements and assist in configuring and validating Project Management (e.g. Certinia, TaskRay, etc.) and CRM (e.g. Salesforce, etc.) tools to enforce process standards and manage project phases.
Define and report on key performance indicators (KPIs) for onboarding health, including deployment cycle time and customer satisfaction.
Establish checkpoints to ensure all customer deployments and associated documentation meet required regulatory and security compliance standards (e.g., medical device requirements, HIPAA, etc.).
Create clear process maps, policies, and training materials for Implementation teams
Manage the continuous process auditing and feedback loop, using performance data to propose and implement iterative improvements to the customer onboarding methodology.
Serve as the Subject Matter Expert (SME) for all customer-facing project management methodologies and tools.
Provide expert guidance and mentorship to Implementation Managers