Customer Operations Launch Manager

Title: (US) Customer Operations Launch Manager - 1 Year Contract

Location: Remote, USA

Type: Contract

Workplace: remote

Category: Professional Services

Job Description:

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Reporting to the Manager, Customer Care Launch, you will act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. You will mobilize cross-functional efforts within customer operations to define strategies, develop tools and execute programs that drive the launch of world class solutions and services to its customers.  You will manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer operations organization, customer time-to-value, and company time to revenue. To accomplish this, you will leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships, influence the business and use organization skills to navigate ambiguity.  You will work in conjunction with product leaders and cross-functional teams.  

Contract Terms: This contract is to cover a maternity leave from 8/2026-8/2027

Key Responsibilities

• Plan, organize, and execute on multiple solution or services introductions in partnership with the cross-functional team that maximizes the customer value and business outcomes. 
• Work with a cross-functional team of professional services, customer operations, and customer support professionals to create and execute a set of launch goals. 
• Create and manage a plan designed to achieve the launch goals and successfully execute a scalable launch strategy with the cross-functional team. 
• Lead the customer operations team in identifying outcomes and operational performance metrics, defining operations launch goals, and monitoring and measuring launch results against goals.   
• Ensure activities are planned, executed, and adjusted as needed based on launch results. 
• Drive results to plan efficiency in implementation processes and practices, customer engagement/value experiences, effort models, and professional service fees determination.   
• Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance, and adjust the plan accordingly. 
• Prioritize projects, resources, and budget, balance business needs with technical constraints, and drive successful organizational readiness based on importance and urgency in support of the new solution or service offering. 
• Lead continuous and measurable improvement in launch processes to accelerate customer time-to-value and business time-to-revenue.  
• Systematically convey pros and cons of alternative solutions to complex issues and achieve consensus on launch approach.  
• Generate new perspectives, frameworks, and innovative ideas which are strategically sound and challenge the status quo and enable problem resolution.  
• Develop and execute communication of complex information to team members and stakeholder groups. 
• Provide coaching, mentoring, and support to team members and peers. 

Required Qualifications & Skills

• Experience in program management, project management, product management, consulting, corporate strategy, business operations or strategic planning in a SaaS Company.  
• Bachelor’s degree in Health Care, Business, Management, or 5+ years equivalent experience in project management or EHR systems.  
• Experience working closely with Professional Services or Customer Support. 
• Exceptional presentation, oral and written communication skills. 
• Strong critical thinking, problem solving, organizational, and decision-making skills. 
• Ability to manage conflict and drive decisions.  
• Ability to perform planning for complex projects, managing all tasks required to meet business needs within budget and deadlines. 

Nice to Haves

• Experience in healthcare systems (EHR, EMR, Pharmacy) 
• Knowledge of product development processes / PDLC, customer journey and lead to cash processes. 
• Project Management Professional (PMP) Certification is a plus. 
• Robust business acumen and ability to partner with senior business leaders to drive initiatives. 
• Experience with data driven process improvement. 

$44 - $49 an hour

The hourly range for this position is $44 - $49. You will not be eligible for benefits or paid time off, but we do provide an extra 4% per hour to pay you back for not receiving them. 

The hourly range for this position is $44 - $49. You will not be eligible for benefits or paid time off, but we do provide an extra 4% per hour to pay you back for not receiving them. 

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it.  If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com 

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.