Job details

Vice President of Operations

Harris Affinity Decision Support is response to provide valuable financial and clinical information to our customers to provide results for financial decision making.

We are looking for someone to refine and execute our vision and strategic plan for the Entire Customer base, focusing on driving product adoption and design, leading a positive customer experience, and driving growth with positive customer engagements as well as growing customer relationships within the support area to minimize customer attrition, encourage upgrades and maintain a constant renewal process to include contract reviews. This person will coordinate with the entire Business Unit to ensure that all deliverables/commitments are being met to grow partnerships with our customers.

This will be a remote position within the USA or Canada.

Support, lead and grow the Professional Services and Customer Support teams.
Implement processes and practices to achieve financial, employee and client success measures
Identify, report, and optimize KPI’s with a focus on customer encounters
Improve automation of internal tools such as ticket management and project management
Strategic planning for operational growth
Lead and manage all the metrics and trending required by the business
Lead the Operational Excellence campaigns for the business
Collaborate with the management team to develop and maintain process improvement policies
Collaborate with the Customer Success and Product department to meet customer requirements and market needs
Manage all billable and non-billable team activities to improve the billable utilization
Monitor, challenge and implement methodologies to speed up the implementation processes
Lead team to create additional/new billable services that resolve customer issues
Manage the leadership team of Operations with meaningful objectives and conversations
Lead with the Harris Core Values
Manage all revenue streams associated with Operations
Manage the deployment strategies with multiple applications – update based on the application
Manage international clients with customer support, professional services, and customer success

What are we looking for?

5+ years of management experience in client-centric business operations
Experience leading customer service and implementation
Experience in Project Management
Experience in the implementation and support of decision support/healthcare software
Experience in reviewing, understanding, developing, and implementing business processes

What would set you apart?

Leadership experience in a software company
Excellent communication skills – able to influence others on vision and goals
Ability to manage multiple items in a fast-paced environment
Finance experience – understanding EBITDA, P&L, ARR/IRR
Excellent organization skills and detail oriented
Ability to join two departments for more efficient outcomes
Project Management, Professional Services and Support Services experience
Experience in Healthcare Operations and/or Clinical Operations (asset)

By Harris Computer

We are focused on: Financial performance and building an enduring organization Attracting quality talent and developing future business leaders We are driven by our customers and their purpose: Saving lives when seconds matter Funding local c...

23 jobs

MATCH

Calculating your matching score...

FUNDING

Private

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

10000+

LOCATION

Hybrid, based in Ottawa, Canada

DATE POSTED