Customer Operations Launch Manager (Healthcare SaaS)

TL;DR

Customer Operations Launch Manager (Healthcare SaaS): Lead launches of new healthcare solutions and services from pilots to commercial availability with an accent on cross-functional mobilization, strategy definition, and execution. Focus on defining operational metrics, driving process improvements, and maximizing customer time-to-value and business time-to-revenue.

Location: Remote or Mississauga, across all Canadian locations

Salary: $84,800 - $94,200 CAD + bonus + benefits

Company

Leading SaaS provider of EHR solutions for healthcare organizations.

What you will do

• Plan, organize, and execute multiple solution launches in partnership with cross-functional teams to maximize customer value and business outcomes.
• Create and manage launch plans, set goals with professional services and customer support, and execute scalable strategies.
• Lead identification of operational metrics, monitor results, and adjust activities based on performance.
• Drive efficiency in implementation processes, customer engagement, and service fee models.
• Prioritize projects, resources, and budgets while balancing business needs and technical constraints.
• Provide analysis on risks and issues, coach team members, and foster continuous improvement in launch processes.

Requirements

• 5+ years in program/project/product management, consulting, or business operations in a SaaS company
• Bachelor’s degree in Healthcare, Business, Management, or equivalent experience in project management/EHR systems
• Experience working with Professional Services or Customer Support
• Exceptional presentation, communication, critical thinking, problem-solving, and decision-making skills
• Ability to manage complex projects within budget/deadlines and handle conflict

Nice to have

• Experience in healthcare systems (EHR, EMR, Pharmacy)
• Knowledge of PDLC, customer journey, lead-to-cash processes
• PMP Certification
• Business acumen for partnering with senior leaders
• Data-driven process improvement experience
• Work with Acute, Payer, and Practice Groups

Culture & Benefits

• Competitive total rewards package including base salary, bonus, and benefits
• Opportunities for professional growth through coaching and mentoring
• Focus on work-life balance and cross-functional collaboration