Job Overview
We are looking for a proactive and results-driven Operations Manager to oversee and optimize daily operations, manage a high-performing team, and ensure smooth workflow across the organization. The ideal candidate will combine leadership skills with operational expertise to drive efficiency and deliver exceptional results.
Key Responsibilities
- Lead day-to-day operations to ensure reliable, scalable delivery of ERP SaaS and marketplace services to healthcare clients.
- Translate product roadmaps into practical operational plans, including release management, service level agreements, capacity planning, and incident response.
- Manage cross-functional teams (Product, Engineering, Customer Success, Sales, Compliance, Security) to optimize efficiency, reduce cycle times, and improve customer satisfaction.
- Build and monitor KPIs and dashboards; own data-informed decision making to drive revenue growth, cost optimization, and operational resilience.
- Oversee onboarding, implementation, and ongoing success programs for healthcare customers, ensuring HIPAA/SOC 2-aligned security and privacy practices.
- Establish and manage vendor, partner, and third-party risk programs; negotiate contracts and service levels as needed.
- Develop scalable processes for change management, incident management, problem management, and continuous improvement initiatives.
- Manage budget, forecasting, and resource planning; identify efficiency opportunities and lead cost optimization efforts.
- Champion a customer-centric culture with strong governance, quality assurance, and compliance to healthcare industry standards.
Requirements
- Bachelor’s degree in Operations, Business Administration, Computer Science, or a related field (MBA a plus).
- 5+ years of progressive operations management experience in technology, SaaS, or marketplace environments; healthcare domain experience is highly preferred.
- Demonstrated track record delivering large-scale ERP/SaaS implementations and marketplace operations.
- Strong knowledge of healthcare compliance (HIPAA), data privacy, and security considerations; familiarity with SOC 2 and related frameworks is a plus.
- Excellent leadership and people management skills; proven ability to lead cross-functional teams and influence without authority.
- Analytical mindset with proficiency in operational analytics, BI tools, project management, and process improvement methodologies.
- Exceptional communication, negotiation, and stakeholder-management abilities; customer-centric mindset with a focus on outcomes.
- Experience with SaaS operations, cloud infrastructure, SaaS metrics (churn, expansion, ARR), and platform reliability.
Nice-to-have
- Experience in healthcare IT ecosystems, EHR integrations, or clinical workflow optimization.
- Knowledge of ERP modules (finance, supply chain, human resources) and marketplace platform mechanics.
- PMP, Lean Six Sigma, or similar certifications.
