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(US) Customer Operations Launch Manager - 1 Year Contract

2 weeks, 1 day ago
United States
Contract
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 61

Description

  • Plan, organize, and execute multiple solution or services launch projects in partnership with cross-functional teams.
  • Work with professional services, customer operations, and customer support teams to define and execute launch goals.
  • Create and manage launch plans and scalable launch strategies that support successful execution.
  • Lead customer operations in defining outcomes, operational performance metrics, and launch success measures.
  • Monitor launch results, adjust plans as needed, and track progress against goals.
  • Improve implementation processes, customer engagement experiences, effort models, and professional services fee determination.
  • Analyze risks, issues, team performance, and project performance, and communicate feedback transparently.
  • Prioritize projects, resources, and budget while balancing business needs, technical constraints, and organizational readiness.
  • Drive continuous improvement in launch processes to improve customer time-to-value and business time-to-revenue.
  • Communicate complex information clearly to team members and stakeholders, and provide coaching and mentoring to 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 all tasks needed 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.
  • Experience with data-driven process improvement is preferred.
  • Availability for in-office travel/events in Mississauga and/or Salt Lake City for remote roles, or commutable distance and regular office attendance for hybrid roles.
  • Contract role covering a maternity leave from 8/2026 to 8/2027.

Benefits

  • Hourly range of $44 to $49.
  • An additional 4% per hour to offset the lack of benefits and paid time off.
  • Opportunity to work with a leading health tech company serving over 30,000 provider organizations.
  • Flexibility for remote or hybrid work, depending on the role.
  • Access to in-office events and team meetings for collaboration.
  • Commitment to equal employment opportunity and accommodations for candidates with disabilities.
  • Use of AI tools to support a streamlined and equitable hiring experience.

Interested in this position?

Apply directly on the company website

Apply Now

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