Customer Operations Launch Manager - 1 Year Contract (US)

About PointClickCare

PointClickCare is dedicated to enabling providers to deliver outstanding healthcare. As a founder-led, privately owned health technology company, it fosters innovation, empowers employees, and plays a significant role in transforming healthcare with the largest long-term and post-acute care dataset and a Marketplace of over 400 integrated partners. Serving more than 30,000 provider organizations, the company reinvests a substantial portion of revenue into research and development. It is recognized as a top private cloud company by Forbes and acclaimed for its corporate culture in Canada. Employees experience growth, flexibility, and meaningful contributions, including integrating AI to enhance creativity, productivity, and decision-making.

Role Overview

Reporting to the Manager of Customer Care Launch, the Customer Operations Launch Manager will serve as the key liaison for customer operations, leading multiple launches of healthcare solutions and services concurrently. The role involves strategizing, developing tools, and executing programs aimed at delivering high-quality, efficient launches that enhance customer value, operational performance, and company revenue timelines. Collaboration with product leaders and cross-functional teams is essential. This contract covers a maternity leave from August 2026 to August 2027.

Key Responsibilities

• Plan, coordinate, and manage multiple simultaneous launches of solutions or services, ensuring alignment with customer value and business goals.
• Collaborate with professional services, customer operations, and support teams to set and achieve launch objectives.
• Develop and implement scalable launch strategies and detailed plans to accomplish launch goals.
• Identify outcome measures and operational metrics for launches; monitor and evaluate results against set objectives.
• Adapt launch activities as needed based on ongoing results and feedback.
• Optimize implementation efficiency, customer engagement, and cost structures.
• Provide transparent communication regarding risks, issues, and team performance to stakeholders, adjusting plans when necessary.
• Prioritize resources, projects, and budgets to support readiness and success of new offerings.
• Champion continuous improvements in launch processes to drive faster customer value realization and revenue generation.
• Analyze complex issues, present alternative approaches, and gain consensus on launch methods.
• Innovate by offering new perspectives and challenging standard approaches to problem solving.
• Effectively communicate complex information to team members and stakeholders.
• Offer mentorship, coaching, and support to colleagues and peers.

Required Qualifications & Skills

• Experience in SaaS-related functions such as program management, project management, product management, consulting, corporate strategy, or business operations.
• Bachelor’s degree in Health Care, Business, Management, or a minimum of 5 years equivalent experience in project management or electronic health records (EHR) systems.
• Proven collaboration with professional services or customer support departments.
• Outstanding verbal, written, and presentation communication capabilities.
• Strong analytical, organizational, critical thinking, and decision-making skills.
• Conflict management adeptness and ability to facilitate decision-making.
• Proficiency in managing complex projects within budget and deadlines.

Preferred Skills

• Background in healthcare systems such as EHR, EMR, or pharmacy systems.
• Understanding of product development lifecycle, customer experience journey, and sales-to-cash processes.
• Project Management Professional (PMP) certification is an advantage.
• Strong business acumen linking initiatives with senior leadership goals.
• Experience in data-driven enhancements of processes.

Compensation and Benefits

This contract position offers an hourly pay rate between $44 and $49. While benefits and paid time off are not provided, an additional 4% hourly premium is paid to compensate for this.

PointClickCare does provide several benefits starting day one in other roles, including retirement plan matching, flexible paid leave, wellness support, parental and caregiver leave, fertility and adoption assistance, continuous development programs, employee assistance programs, and inclusive community initiatives.

Additional Information

The role is remote with required travel to company offices in Mississauga and/or Salt Lake City for onboarding, team events, and periodic meetings. Equal employment opportunity is assured, with accommodations available upon request during the hiring process. The company utilizes AI tools to enhance recruitment decisions but ensures final hiring decisions remain human-led. Commitment to information security policies is mandatory upon hire.