Description
Are you ready to lead in a business that delivers results, celebrates wins, and drives innovation? Join a fast-paced, high-performing team honored with the 2025 Harris Healthcare Perseverance Award—a recognition of our grit, adaptability, and consistent success in a rapidly evolving market.
As the Vice President of Operations, you'll play a critical role in sustaining our momentum. This senior leadership position blends focused financial forecast ownership, the strategic influence of a client-facing executive, and the mentorship of a seasoned, high-impact team.
You'll lead a team that champions customer success as a core business driver while overseeing the operational engine that powers revenue, retention, and long-term client value. This is an ideal opportunity for a leader who thrives at the intersection of vision and execution—and wants to be part of a team that doesn't just hit targets, but consistently outperforms them.
Key Responsibilities
- Operational Ownership
- Own operational financial forecasts for the business unit, ensuring both financial performance and strategic alignment. Accountable for the overall profitability of the business.
- Develop and maintain a 12-month rolling forecast of revenues and expenses, with high attention to detail and accuracy expected.
- Lead operational reviews, including monthly Business Unit Review Calls and long-term strategic planning.
- Customer Success Leadership
- Cultivate trusted, strategic relationships with large-scale healthcare clients and third-party vendors, including C-suite stakeholders.
- Develop partner relationships and serve as an escalation point for high-priority customer concerns.
- Act as an internal champion for customer needs across departments, ensuring innovation strategies meet those needs and impact client retention.
- Drive retention, expansion, and satisfaction strategies across existing customer accounts.
- Own and manage internal bookings forecasts, customer health metrics, and B2B upsell initiatives.
- Partner with R&D team to align product direction with client needs and industry trends.
- Champion customer success as a core business driver across the organization.
- Team & Talent Development
- Lead and develop a high-performing, multi-disciplinary team including Customer Success, Program Management, and Operations leaders.
- Provide coaching, mentorship, and clear development paths for team members, fostering talent growth and internal succession.
- Hire, retain, and nurture top talent in customer-facing and operational roles.
Required Qualifications
- Bachelor's degree in Business, Computer Science, or a related field.
- Minimum of 5 years in a Senior-level Operations leadership role within a healthcare or vertical software environment.
- Deep understanding of healthcare software and ambulatory workflows preferred.
- Demonstrated experience managing large enterprise accounts and driving retention, upsell, and revenue growth.
- Experience leading cross-functional teams of at least 30 individuals, including managers and directors.
- Proven success in managing detailed financial forecasts and reconciling actuals.
- Strong communication and executive presence with a customer-first mindset.
Competencies
- Business Acumen
- Forecasting & Financial Management
- Strategic Thinking & Planning
- Customer Focus & Advocacy
- Building Effective Teams
- Talent Development & Mentorship
- Organizational Agility
- Managerial Courage
- Interpersonal Savvy
Supervisory Responsibility
This role manages a multi-functional team within the Business Unit and is responsible for hiring, coaching, performance management, and career development of direct and indirect reports.
Working Environment
This position operates in a professional office or remote home office environment. Standard office equipment is used routinely. Travel is limited (expected not to exceed 20%) but may increase based on strategic initiatives or client needs. Travel is primarily for high-impact client engagements, leadership planning, or executive meetings.
