About the Role:
Our client is seeking a strategic and hands-on Director of Operations to lead and enhance client delivery and success functions within a growing healthcare technology services organization. This leadership role requires a unique blend of experience in healthcare technology and management consulting, enabling you to drive operational excellence, standardize client engagement processes, and foster high-performing teams.
In this role, you will oversee diverse teams responsible for client success, implementations, and configuration—ensuring measurable value delivery and strong client relationships. You will collaborate cross-functionally with sales, product, and engineering partners to optimize client outcomes and accelerate growth.
Key Responsibilities:
- Lead and develop client delivery teams, including Client Success Managers and Implementation Specialists, fostering talent and operational rigor.
- Standardize and optimize client engagement and implementation processes, improving predictability, quality, and client satisfaction.
- Drive renewal and expansion strategies, aiming for a gross renewal rate of 95% or higher and identifying new opportunities to enhance client value.
- Build and maintain capacity planning models, operational dashboards, and KPIs using CRM and business intelligence tools.
- Act as the voice of the client, translating feedback and insights into actionable recommendations for leadership and product teams.
- Increase client utilization metrics by at least 10% annually per record type, meeting or exceeding operational and ROI goals.
- Implement structured feedback loops and maintain strong client satisfaction metrics (e.g., NPS ≥ 40).
- Manage project timelines, scope, resources, and communication, introducing best practices in program management.
Success Milestones (6 to 12 Months):
- All client success and delivery processes are fully documented, standardized, and consistently executed.
- Clear strategic understanding of client success metrics is established, with data-driven tracking of progress.
- The operations team’s skills and performance have noticeably improved, aligned with organizational standards and values.
Ideal Candidate Profile:
- A lifelong learner, intellectually curious
- Diverse in thought, open to exploring different angles and perspectives
- Demonstrated experience at leading healthcare technology vendors (e.g., Epic, TriZetto, HealthEdge) combined with a strong background in management consulting or strategic advisory.
- Proven leadership managing cross-functional teams focused on client success, implementation, and operational delivery.
- Expertise in process improvement, capacity planning, operational reporting, and data-driven decision-making.
- Skilled collaborator with sales, product, and engineering teams to influence client outcomes and drive growth.
- Experienced managing renewal processes and working with multiple stakeholder levels to secure contract approvals.
- Excellent communicator who can translate client needs into actionable business insights and strategic initiatives.
Why This Opportunity?
This is a chance to lead operational transformation and client success within a fast-evolving healthcare technology services environment. You will have the autonomy to implement meaningful change, develop talent, and directly impact client satisfaction and company growth—all from a remote work setting.
If you are a strategic operator with healthcare technology and consulting experience looking to make a real difference, we want to hear from you. Diverse candidates strongly encouraged to apply. Apply today!