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 continu...