PointClickCare

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.

• We’re looking for creative thinkers with hands-on experience in Agentforce, AI agent development, and intelligent process automation, who thrive in a collaborative, fast-paced environment. • As a Senior Application Engineer specializing in Salesforce Agentforce AI at PointClickCare, you’ll architect and deliver state-of-the-art AI agents and automations that transform system workflows. • You’ll be empowered to experiment, prototype, and deliver solutions that directly shape the future of our technology landscape, gain exposure to the latest AI technologies and dedicated time for professional development and certifications as you create AI Agents using Agentforce and other AI tools. • You bring hands-on experience building Agentforce AI Agents and over 5 years of experience and knowledge designing, developing, and maintaining configuration and custom applications that integrate with Salesforce or other connected apps. • Build intelligent process automations, test automations, and debug standard to complex issues related with Apex code, JavaScript, Python or code from other programming languages as it relates to the applications you are developing for. • Develop technical documentation, be part of our DevOps maintenance crew and peer review builds developed by other team members and vendors. • Provide training and consultation related to the systems and processes developed by the team to our business partners and support both transformational projects, high priority enhancements and resolve standard to high complexity incidents to quickly deliver value to the business.

• Work at the forefront of AI-driven Salesforce solutions and build AI Agents using Agentforce, and other AI platforms like Microsoft Studio for CoPilot Agents. • Pioneer intelligent automations in enterprise environments using IPA tools like Power Automate, Alteryx, and others. • Build test automations to improve QA efficiencies in QA for Salesforce and other applications. • Collaborate with product designers, end-users, and other team members to refine and understand outcomes and AI use cases. • Collaborate with other team members to brainstorm ideas for prototyping to test and solution for use cases identified and prioritized. • Execute standard to complex tasks in the application development life cycle using languages like Apex, JavaScript, Python, etc., relevant to the core applications and connected or integrated apps. • Perform unit tests for your builds and collaborate with Product Designers and other team members to create accurate and quality test scripts for automated and manual testing. • Analyze, troubleshoot, and debug systems for standard issues. • Be an AI change agent in your team to gain team buy-in for adopting use of AI agents to save time, reduce waste and improve efficiency to deliver value to customers faster. • Create and maintain technical documentation for all builds and AI Agents produced. • Onboard, mentor and coach Junior - Intermediate application engineers and your peers – including peer reviewing their work, providing feedback, approving pull requests and providing guidance as needed.

• Act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. • 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. • 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. • 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. • Work in conjunction with product leaders and cross-functional teams.

Role Description We believe technology is the key to solving healthcare challenges. We are committed to transforming care in order to make a meaningful impact on the lives of millions. The Sr. Partner Manager, Strategic Partnerships (Senior Care) will be the primary person looking after software and technology vendors that have embedded, or desire to embed, their solutions into the PointClickCare platform sold to Skilled Nursing Facilities and Senior Living Facilities. The Sr. Partner Manager, Strategic Partnerships will support Senior Leaders to identify and drive partnership opportunities from ideation to deal close. This role will also work closely with Marketing and Go-To-Market teams to support partner-centric product launches and growth initiatives in the Senior Care space. You will identify, analyze, recommend, and close material partnerships that will grow the business and contribute to measured improvements in this healthcare industry. Most importantly, you will lead investigations, business proposals, development, negotiation, and be the subject matter expert for new business lines. We are seeking a candidate who is passionate about learning how our solutions serve our customers’ needs and enjoys working cross-functionally. Additionally, you will have experience working with multiple partners and be comfortable in an entrepreneurial type of environment. This role will report directly to the Vice President, Strategic Partnerships and Marketplace. The ideal candidate will be a self-starter who is comfortable in a rapidly changing environment and takes a strategic approach to partner management. You must have the ability to bridge short-term goals with longer-term strategy and the capability to create a well-ordered framework of action. Key Responsibilities - Partner with Product, Corporate Development, Corporate Strategy, and Go-To-Market leadership to scope and structure ambiguous business questions into actionable partner-powered projects. - Lead cross-functional project teams to structure and execute analyses required to develop large-scale new business recommendations. Communicate findings to executive management clearly and concisely. - Bring partnerships from initial identification through deal close and product launch including a Build/Buy/Partner level of sophistication that considers resourcing, investment, and strategic/critical thinking. - Create business cases, financial models, work plans, market research, and competitive evaluations. - Interview vendors, customers, industry, and market leaders to grow and maintain thought leadership and subject matter expertise. - Identify, create, negotiate, and implement effective business development agreements that drive measurable results. - Represent the partnership organization in meetings with executives from partner companies. - Maintain all partnership records, including interactions, meetings, and materials, in Salesforce. Qualifications - Mandatory Education – B.S. or B.A. from a university or college. - Preferred Education – M.B.A. - Significant experience (5+ years) in business strategy and/or partnership management at a leading SaaS or software company, or a strategy consulting firm. - Sound business judgment and ability to prioritize and triage partner-related issues. - Comfort with a fast-paced, always-on environment. - Detail-oriented and highly organized. - Experienced in leading cross-functional teams to orchestrate, collaborate, and successfully seize opportunities. - Skilled at navigating, understanding, and enforcing contracts. - Strong technical competence or tech-curious and motivated to learn. - Strong interpersonal skills. - Experience in acute care is a strong plus. Requirements - $174,000 - $193,000 a year. - At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $174,000 - $193,000 + bonus + benefits, non-overtime eligible. - Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. - Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Benefits - Benefits starting from Day 1! - Retirement Plan Matching. - Flexible Paid Time Off. - Wellness Support Programs and Resources. - Parental & Caregiver Leaves. - Fertility & Adoption Support. - Continuous Development Support Program. - Employee Assistance Program. - Allyship and Inclusion Communities. - Employee Recognition … and more!

• Define and own the Senior Living segment strategy, including distinct go-to-market approaches for diversified operators and pure-play Senior Living organizations. • Serve as the primary executive sponsor and relationship owner for key Senior Living customers and prospects, spending substantial time in market to deepen industry credibility and customer trust. • Represent PointClickCare at senior industry forums, conferences, and customer advisory boards, shaping market perception and competitive positioning. • Collaborate with the CRO and the broader executive team on annual planning, resource allocation, and investment priorities for the Senior Living vertical. • Own the P&L for the Senior Living business unit, including revenue, gross margin, and operating expense accountability across all SL market segments. • Drive net new ARR growth, net revenue retention, and expansion revenue targets, maintaining rigorous pipeline discipline and forecast accuracy. • Develop and execute segment-specific investment theses, ensuring resource allocation reflects the distinct dynamics of independent living, assisted living, memory care, and continuing care retirement communities. • Identify and pursue inorganic growth opportunities, including partnerships and adjacent market expansion, in coordination with Strategy, Partnerships, and Corporate Development. • Drive the full go-to-market motion for all Senior Living Products across all segments. • Hold direct line management responsibility for all customer-facing functions within the Senior Living vertical, including Sales, Customer Success, Professional Services, and Support leadership. • Recruit, develop, and retain top talent, building a high-performance team capable of executing against aggressive growth targets while delivering an outstanding customer experience. • Operate, manage, and lead a cross functional team of direct reports and matrixed resources to achieve jointly established business objectives. • Establish clear performance standards, accountability frameworks, and career development pathways across the customer-facing organization. • Ensure appropriate staffing levels and skills to support current and planned Senior Living investments, proactively identifying and closing talent gaps. • Exercise matrixed leadership over Marketing, Product Management, and Engineering resources aligned to the Senior Living vertical, aligning roadmaps and campaigns to segment priorities. • Act as the primary voice of the Senior Living customer into the product organization, ensuring feature prioritization reflects validated market needs and competitive gaps. • Partner with Marketing to develop Senior Living-specific demand generation strategies, content, and brand positioning that resonate with operator buyers. • Collaborate closely with Finance, Legal, and People & Culture to align operational execution with corporate standards and requirements.

• Build and maintain in-house financial and profitability models that evaluate the revenue and margin implications of strategic decisions. • Run scenario and sensitivity analyses on packaging, pricing changes, and investment trade-offs. • Apply AI/ML tools to accelerate modelling, scenario generation, and reporting. • Evaluate pricing changes through quantitative modelling of customer, revenue, and margin impact across segments and geographies. • Deliver regular profitability and commercial performance reporting to ELT and GTM leadership. • Translate complex analysis into clear, actionable recommendations for leadership.

• Lead, coach, and develop a team of Software Implementation Consultants by providing performance management, mentoring, hiring, onboarding, career development, and operational leadership to ensure successful delivery and high employee engagement. • Own consulting delivery performance by overseeing customer engagements, ensuring quality execution throughout implementation lifecycles, managing delivery risks, and supporting customer escalations to achieve successful outcomes and high satisfaction. • Establish, monitor, and improve operational performance through KPIs, OKRs, utilization management, capacity planning, forecasting, and continuous assessment of team performance against strategic objectives. • Drive process improvement, implementation methodology enhancements, governance, and best practices that improve efficiency, consistency, scalability, compliance, and customer experience. • Partner cross-functionally with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, strategic initiatives, customer growth opportunities, and delivery excellence. • Identify and operationalize AI-enabled opportunities within the consulting team's workflows — building simple business cases, ensuring compliance with PCC's AI governance guardrails, and driving team adoption of AI tools to reduce cycle time and manual effort.

Role Description As an Associate Product Manager at PointClickCare, you’ll join our Senior Care Advanced Insights team to support data, analytics, and AI-powered products that help care teams deliver exceptional outcomes. The Advanced Insights module provides business intelligence reporting tailored to Skilled Nursing and Senior Care organizations, enabling data-driven decision-making across clinical and operational workflows. In this role, you will work closely with Engineering, Data, and Product teams to deliver new reporting features, enhance existing insights, and ensure a seamless experience for customers. You will contribute to backlog management, roadmap development, and tactical execution while partnering with senior product leaders for guidance. You bring curiosity, a growth mindset, and a strong interest in leveraging data and AI to improve healthcare outcomes. In this role, you will partner with Product Managers to obtain guidance and mentorship as needed. You approach your work with natural curiosity and use your growth mindset to maximize the value in your delivery of various PointClickCare Products. Key Responsibilities - Understand company strategy and how it connects to Product strategy and assigned scope. - Become the product expert for the Advanced Insights module, including its reporting capabilities, data sources, and the value it delivers to Skilled Nursing and Senior Care customers. - Work directly on business intelligence reports, delivering new features and enhancements that improve usability, insight generation, and customer outcomes. - Support and evolve existing reporting (e.g., rehospitalization metrics, quality measures, and outcomes-focused reports) to help facilities deliver high-quality care. - Update and expand reporting with new datasets, including state-based reimbursement reporting and enhancements driven by evolving regulatory and customer needs. - Collaborate on the adoption and integration of new visualization tools and technologies to improve reporting experiences. - Serve as the voice of the customer to a scrum team inclusive of engineering and UX, partnering with engineering leads to manage ceremonies associated with product delivery. - Maintain a prioritized backlog, leveraging tools such as JIRA and Aha! to develop detailed user stories, acceptance criteria, and requirements for engineering teams. - Contribute to product roadmap development using Aha!, supporting feature definition, prioritization, and alignment with business goals. - Partner closely with Insights Engineering teams (including application and data modeling functions) to deliver high-quality, end-to-end product experiences. - Work with engineering, data, and AI platform teams to ensure seamless data flow across reporting and analytics pipelines. - Leverage AI tools (e.g., Claude) to support JIRA and Aha! workflows, create internal and external presentation materials, and conduct research to inform product decisions. - Work with customers and internal stakeholders to validate product-market fit and continuously assess opportunities to improve products and services. - Identify, communicate, and bring the right people together to manage risks in a timely and effective manner. Qualifications - Bachelor’s degree in business, computer science, or a healthcare-related field of study. - 1–3 years of experience working in product management or a related discipline, preferably within a health tech SaaS environment. - Familiarity with Agile methodologies and tools such as JIRA and Aha! for backlog management, story creation, and roadmap planning. - Experience or exposure to business intelligence and data visualization tools such as Power BI, Tableau, or React-based reporting frameworks. - Nice to have: experience with GoodData, Power BI, Tableau or similar analytics platforms. - Understanding of healthcare data, including quality programs, reimbursement models, or clinical/operational reporting. - Exposure to data-driven product development, including working with datasets, reporting pipelines, and analytics workflows. - Foundational understanding of AI tools and their application in product workflows, research, and content creation. - Data-driven mindset with experience managing and delivering insights and reports to diverse stakeholders. - Strong collaboration skills with the ability to work cross-functionally across Product, Engineering, Data, and Operations teams. - Demonstrated ability to take initiative, adapt in a fast-paced environment, and execute against defined goals. - Strong communication skills, with the ability to tailor messaging for both technical and non-technical audiences. Requirements - Base salary range for this position is $87,900 - $97,700 + bonus + benefits, non-overtime eligible. Benefits - Benefits starting from Day 1 - Retirement Plan Matching (RRSP & 401K) - Flexible Paid Time Off - Lifestyle/Wellness Spending Account - Parental & Caregiver Leaves - Fertility & Adoption Support - Continuous Development Support Program - Employee Assistance Program - Learning Programs & Resources - Employee Recognition … and more!

• Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency. • Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows. • Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering. • Drive continuous optimization of AI programs based on performance data and customer feedback. • Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers. • Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware. • Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes. • Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance. • Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality. • Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements. • Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.