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(Canada) Customer Operation Launch Manager

2 weeks ago
Canada
Full-time
Senior
Program Manager
Project and Program Management
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 48

Description

  • Plan, organize, and execute multiple solution and services introductions in partnership with cross-functional teams.
  • Lead launch efforts across Professional Services, Customer Operations, and Customer Support from early access pilots through commercial availability.
  • Define launch goals, operational performance metrics, and scalable launch strategies for new offerings.
  • Monitor launch results, adjust plans as needed, and ensure execution stays aligned to goals.
  • Drive improvements in implementation processes, customer engagement, effort models, and professional service fee determination.
  • Assess risks and issues, provide transparent analysis and feedback, and adapt plans accordingly.
  • Prioritize projects, resources, and budget while balancing business needs, technical constraints, and organizational readiness.
  • Lead continuous improvement in launch processes to improve customer time-to-value and company time-to-revenue.
  • Communicate complex information to team members and stakeholder groups and drive consensus on launch approaches.
  • Coach, mentor, and support team members and peers.

Requirements

  • 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, or Management, or 5+ years of equivalent experience in project management or EHR systems.
  • Experience working closely with Professional Services or Customer Support.
  • Exceptional presentation, oral communication, and written communication skills.
  • Strong critical thinking, problem-solving, organizational, and decision-making skills.
  • Ability to manage conflict and drive decisions.
  • Ability to plan complex projects and manage tasks to meet business needs within budget and deadlines.
  • Experience in healthcare systems such as EHR, EMR, or Pharmacy is preferred.
  • Knowledge of product development processes / PDLC, customer journey, and lead-to-cash processes is preferred.
  • Project Management Professional (PMP) certification is a plus.
  • Robust business acumen and ability to partner with senior business leaders is preferred.
  • Experience with data-driven process improvement is preferred.
  • Experience working with Acute, Payer, and Practice Groups is preferred.

Benefits

  • Canadian base salary range of $84,800 to $94,200 per year.
  • Bonus eligibility.
  • Benefits package.
  • Remote work option, with the role also available in Mississauga.
  • Total rewards package that includes compensation determined by job-related skills, experience, and work location.

Interested in this position?

Apply directly on the company website

Apply Now

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