Director of Operations

Key Responsibilities

Client Implementation & Onboarding

• Lead end-to-end implementation of Conexem and Compdata platforms for enterprise healthcare clients, including multi-location deployments
• Develop and manage structured onboarding programs, timelines, and milestone frameworks
• Oversee concurrent implementations while ensuring quality, consistency, and adherence to best practices
• Serve as primary point of contact during implementation, managing communication, expectations, and escalations
• Coordinate with development and product teams for system configuration, data migration, and workflow customization
• Travel on-site as required for client onboarding and training

Client Relationship Management

• Serve as the primary operational liaison and trusted advisor to client stakeholders
• Build and maintain strong relationships across all levels, including operational and executive leadership
• Conduct regular client business reviews and performance discussions
• Own client satisfaction metrics (e.g., NPS, CSAT) and drive continuous improvement
• Manage escalations with a proactive, resolution-focused approach

Operational Leadership & Process Development

• Establish and maintain scalable operational workflows and standard operating procedures (SOPs)
• Develop and track key performance indicators (KPIs) and operational dashboards
• Identify process improvement opportunities and implement solutions to increase efficiency and scalability
• Partner with leadership to align operational execution with organizational goals

Training & Documentation

• Design and deliver comprehensive client and internal training programs
• Develop and maintain training materials, including user guides, documentation, and digital learning content
• Ensure all materials remain current with product updates and workflow changes
• Implement scalable training solutions, including on-demand and knowledge-based resources

Client Support Operations

• Oversee client-facing support processes, ensuring timely and effective issue resolution
• Establish and monitor Service Level Agreements (SLAs) and support performance metrics
• Manage ticket prioritization, escalation, and resolution workflows
• Build and enhance knowledge bases to support client self-service and reduce support volume

Quality Assurance & Product Collaboration

• Oversee QA testing workflows to ensure product readiness prior to release
• Represent the client perspective in product development and enhancement discussions
• Communicate client feedback, feature requests, and system issues to development teams
• Collaborate on product improvements aligned with client needs and operational efficiencies

Leadership & Team Development

• Provide leadership, coaching, and development for client operations staff
• Foster a culture of accountability, collaboration, and continuous improvement
• Conduct regular 1:1 meetings and performance reviews
• Build and scale the client operations team as the organization grows

Qualifications

Required

• Bachelor’s degree in Business, Healthcare Administration, or related field (or equivalent experience)
• 7+ years of experience in client operations, implementation management, or client success within healthcare technology or SaaS environments
• Demonstrated experience managing enterprise-level clients and multi-location implementations
• Strong knowledge of practice management systems and healthcare workflows
• Proven ability to develop and implement operational processes, SOPs, and training programs
• Strong project management and organizational skills
• Excellent communication, presentation, and stakeholder management abilities
• Experience managing support operations and service-level performance metrics
• Ability to travel as required

Preferred

• Experience in medical billing, revenue cycle management, or healthcare practice operations
• Experience with QA testing or product coordination in a software development environment
• Familiarity with EMR systems, patient portals, or healthcare workflow technologies
• Experience building or scaling operational functions in a growth-stage organization

Core Competencies

• Customer Service Excellence
• Strategic & Operational Leadership
• Process Improvement & Scalability
• Communication & Influence
• Accountability & Ownership
• Cross-Functional Collaboration

Performance Metrics (KPIs)

• Implementation timelines and successful go-live rates
• Client satisfaction (NPS/CSAT)
• Support SLA adherence and resolution times
• Client retention and expansion rates
• Training effectiveness and adoption
• Operational efficiency and process standardization

Work Environment & Physical Requirements

• Remote and office-based work environment
• Prolonged periods of sitting and computer use
• Occasional travel required for client engagements and team collaboration