Role Description The Vice President, Operations at HSO oversees operational activities across customer-facing functions, such as: - Software support - Customer onboarding - Data conversions - Customer training - Project management - Process excellence The Vice President, Operations is responsible for: - A customer-focused approach within the organization - Transforming the overall customer experience through technology (AI) - Focused leadership, strategic planning, and operational excellence to drive growth, efficiency, and performance across the organization Key Responsibilities: - Directs the strategic vision and day-to-day execution of customer software support, onboarding, data conversion, training teams, project management, and process teams. - Develops and maintains comprehensive customer journey maps, defining key milestones from initial engagement through ongoing service and renewal. - Focuses on improving costs and customer experience through technology and offshoring, and the deployment of A.I. agents. - Connects effectively with product and engineering teams to reduce causes of support calls, training hours, and barriers to adoption. - Drives ‘just-in-time' learning for customers, reducing training hours and practice closure. - Interfaces regularly with customers through outreach, satisfaction surveys, and feedback sessions to align operational priorities with customer needs. - Identifies recurring issues or bottlenecks; plans, promotes, and implements long-term solutions that drive operational efficiency and high satisfaction scores. - Designs and manages a real-time operations dashboard tracking critical metrics (e.g., ticket resolution times, onboarding completion rates, training satisfaction) and reports progress against KPIs. - Monitors and drives performance through data and coaches direct reports and management teams to deliver timely, high-quality service; makes process or resource changes based on data analysis. - Drives automation and process excellence through six sigma or similar methodologies to reduce time to onboard, hours of practice closure, and improve customer satisfaction. - Creates and organizes knowledge to optimize team and A.I. performance. - Establishes and enforces policies, procedures, and best practices that support the company’s strategic objectives and scalable growth. - Partners cross-functionally with Product, Engineering, Sales, and Marketing to ensure smooth handoffs and a cohesive customer experience. - Leads change management efforts by communicating company vision, mission, and operational priorities to all levels of the organization. - Stays current on industry best practices in operations management, customer success methodologies, and software delivery, and educates the executive team on emerging trends. - Member of the HSO executive team. Qualifications - In-depth knowledge of the company, competitive environment, technology, and economic or social implications of organization activities. - Experience in developing strategic plans and objectives for the organization in alignment with corporate strategy. - Ability to oversee direction and approve tactical administrative or operational policies and resource allocation decisions. Requirements - Executive responsible for multiple functions, departments, and/or geographic marketplaces. - Participates in the development of corporate methods, techniques, and evaluation criteria for projects, programs, and people. - Approves budgets and schedules to meet corporate requirements. Benefits - A great place to work with fantastic people. - A career in the healthcare technology industry, with the ability to grow and realize your full potential. - Competitive compensation. - Excellent benefits package, including: - Medical, Dental, and Vision Coverage - 401K Plan with Company Match - Paid Time Off (PTO) - Paid Parental Leave - Short Term Disability - Work Life Assistance Program - Health Savings and Flexible Spending Accounts - Education Benefits - Worldwide Scholarship Program - Volunteer Opportunities - And more. - *Benefits may vary by location or status.