Senior Operations Associate, Implementation

What You'll Do

• Drive activation projects for new strategic clients, from kickoff to go-live and steady state
• Define and standardize implementation methodologies and best practices across the organization
• Develop and execute comprehensive implementation plans aligned with client objectives and timelines
• Coordinate cross-functional teams including IT, clinical staff, and administrative personnel during the implementation
• Configure and customize Commure solutions to meet specific client requirements and workflows
• Design and build custom operational tools and dashboards using Retool to support client implementations and track metrics
• Create and maintain data pipelines and analytics workflows to monitor implementation progress
• Develop SQL queries and scripts to analyze client usage patterns and adoption metrics
• Design and deliver training programs for various user groups (providers, staff, administrators)
• Establish and track key performance indicators (KPIs) to measure implementation success
• Build automated reporting solutions to track implementation progress and success metrics
• Own and nurture C-level relationships during the activation phase, ensuring high satisfaction and adoption
• Create and maintain implementation documentation, best practices, and process improvements
• Collaborate with Product and Engineering teams to resolve technical issues during implementation
• Drive continuous improvement of implementation processes based on metrics and feedback

What You Have

• Bachelor's degree in Healthcare Administration, Business, Computer Science, or related technical field
• 3+ years of experience in SaaS technology, healthcare technology or a similar role
• Technical aptitude with basic data analysis capabilities i.e. SQL and experience with data visualization tools (Looker, Tableau)
• Excellent project management skills with the ability to manage multiple strategic implementations simultaneously
• Superior communication and presentation skills, particularly with stakeholders
• Experience with change management and stakeholder engagement at enterprise scale
• Ability to travel 25% of time (upwards of 50% based on site/client) for on-site client engagement

Nice to Have

• Experience with AI/ML technologies in healthcare
• Strong understanding of healthcare workflows and EHR systems (especially Epic)
• Experience with low-code platforms (Retool preferred) for creating operational dashboards and tools
• Ability to write and understand basic JavaScript/SQL for customizing implementations
• Background in clinical documentation or medical scribing