Vice President of Operations

• Support, lead, and grow the Professional Services and Customer Support teams.
• Implement processes and practices to achieve financial, employee, and client success measures
• Identify, report, and optimize KPIs with a focus on customer encounters
• Improve automation of internal tools such as ticket management and project management
• Strategic planning for operational growth
• Lead and manage all the metrics and trending required by the business
• Lead the Operational Excellence campaigns for the business
• Collaborate with the management team to develop and maintain process improvement policies
• Manage all billable and non-billable team activities to improve the billable utilization
• Monitor, challenge and implement methodologies to speed up the implementation processes
• Lead team to create additional/new billable services that resolve customer issues
• Manage the leadership team of Operations with meaningful objectives and conversations
• Lead with the Harris Core Values
• Manage all revenue streams associated with Operations
• Manage the deployment strategies with multiple applications – update based on the application

What are we looking for?

• 5+ years of management experience in client-centric business operations
• Experience leading customer service and implementation
• Experience in Project Management
• Experience in the implementation and support of decision support/healthcare software
• Experience in reviewing, understanding, developing, and implementing business processes

What would set you apart?

• Leadership experience in a software company
• Excellent communication skills – able to influence others on vision and goals
• Ability to manage multiple items in a fast-paced environment
• Finance experience – understanding EBITA, P&L, ARR/IRR
• Excellent organization skills and detail-oriented
• Ability to join two departments for more efficient outcomes
• Project Management, Professional Services, and Support Services experience
• Experience in Healthcare Operations and/or Clinical Operations (asset)