(Canada) Customer Operations Launch Manager - 1 Year Contract

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.