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(US) Customer Operation Launch Manager

1 hour, 48 minutes ago
United States
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 57

Description

  • Plan, organize, and execute multiple solution or services launches in partnership with cross-functional teams.
  • Act as the primary internal liaison for launch activities across Professional Services, Customer Operations, and Customer Support.
  • Define launch goals, implementation strategies, and support strategies for new offerings.
  • Develop tools, programs, and scalable launch plans that support product introduction from early access pilots through commercial availability.
  • Lead the customer operations team in identifying outcomes, operational performance metrics, and launch success measures.
  • Monitor launch results, adjust plans as needed, and drive continuous improvement in launch processes.
  • Manage priorities, resources, and budget while balancing business needs and technical constraints.
  • Analyze risks and issues, provide transparent feedback, and support decision-making and consensus across stakeholders.
  • Communicate complex information clearly to team members and stakeholder groups.
  • 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, 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 all 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.
  • PMP certification is a plus.
  • Experience with data-driven process improvement is preferred.
  • Experience working with Acute, Payer, and Practice Groups is preferred.

Benefits

  • US base salary range of $91,800 to $102,000 per year.
  • Bonus eligibility.
  • Benefits package.
  • Remote work in the USA.

Interested in this position?

Apply directly on the company website

Apply Now

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