SVP Operations

Overview
This senior leadership role is pivotal to our growth and success, with overall responsibility and accountability for the operational strategy within the Business Unit.

The Senior Vice President - Operations is responsible for developing and executing comprehensive operational plans, managing high-performing support and client success teams, and enabling business growth.

This position will oversee all areas of operational execution within our hospital client base, and seek continuous improvement in our clients’ outcomes.

You will also collaborate closely with Sales, Services, Solutions, and Development teams to define the future blueprint that supports the business unit's forward strategy, ensuring our solutions are scalable, efficiently deliverable, and competitive in the market.

Key Responsibilities


* Develop and execute a holistic client success strategy aligned with business unit goals and objectives; create a “concierge-like” client experience.


* Build and reinforce a client segmentation and action plan, with particular focus on “top 10” clients.

Create a strategic account executive governance mechanism to engage with our top clients.


* Drive operational excellence to support business unit profitability and ratio compliance to achieve EBITA targets.


* Participate in the creation and enhancement of cutting-edge products and solutions that meet client requirements and industry trends.


* Provide leadership oversight for the Support and Client Success teams, fostering a culture of innovation, accountability, and continuous improvement.


* Collaborate with Professional Services and R&D functions to ensure our clients feel engaged, informed, and enthusiastic about product initiatives, projects and deliverables, and regulatory readiness.


* Manage and mentor a high-performing team, setting clear goals, objectives, and quotas.


* Oversee budget planning and management within the operations teams, ensuring allocation aligns with strategic priorities and profitability.


* Identify and recruit internal and external talent to ensure an effective mix of competencies within budget.

Build financial acumen within each functional area, enabling each leader to run their teams like a business.


* Establish and monitor key performance indicators (KPIs) such as NPS, to assess the effectiveness and impact of our solutions, making data-driven decisions to optimize outcomes.


* Stay abreast of market trends, competitive intelligence, and emerging technologies to inform solution development and maintain a competitive edge.

Qualifications


* Experience:
+ 15+ years of relevant leadership experience, including responsibility for a subfunction within a business unit.
+ Required experience in the Healthcare IT industry.
+ Demonstrated senior/executive management experience.
+ Proven experience with financial and budget management.
+ Previous expe...