Customer Operations Launch Manager

Key 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.

Required Qualifications & Skills

• 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.