Vice President, Operations

Are you ready to lead in a business that delivers results, celebrates wins, and drives innovation? Join a fast-paced, high-performing team honored with the 2025 Harris Healthcare Perseverance Award-a recognition of our grit, adaptability, and consistent success in a rapidly evolving market.

As the Vice President of Operations, you'll play a critical role in sustaining our momentum. This senior leadership position blends focused financial forecast ownership, the strategic influence of a client-facing executive, and the mentorship of a seasoned, high-impact team.

You'll lead a team that champions customer success as a core business driver while overseeing the operational engine that powers revenue, retention, and long-term client value. This is an ideal opportunity for a leader who thrives at the intersection of vision and execution-and wants to be part of a team that doesn't just hit targets, but consistently outperforms them.

Key Responsibilities

• Operational Ownership

• Own operational financial forecasts for the business unit, ensuring both financial performance and strategic alignment. Accountable for the overall profitability of the business.

• Develop and maintain a 12-month rolling forecast of revenues and expenses, with high attention to detail and accuracy expected.

• Lead operational reviews, including monthly Business Unit Review Calls and long-term strategic planning.

• Customer Success Leadership

• Cultivate trusted, strategic relationships with large-scale healthcare clients and third-party vendors, including C-suite stakeholders.

• Develop partner relationships and serve as an escalation point for high-priority customer concerns.

• Act as an internal champion for customer needs across departments, ensuring innovation strategies meet those needs and impact client retention.

• Drive retention, expansion, and satisfaction strategies across existing customer accounts.

• Own and manage internal bookings forecasts, customer health metrics, and B2B upsell initiatives.

• Partner with R&D team to align product direction with client needs and industry trends.

• Champion customer success as a core business driver across the organization.

• Team & Talent Development

• Lead and develop a high-performing, multi-disciplinary team including Customer Success, Program Management, and Operations leaders.

• Provide coaching, mentorship, and clear development paths for team members, fostering talent growth and internal succession.

• Hire, retain, and nurture top talent in customer-facing and operational roles.

Required Qualifications

• Bachelor's degree in Business, Computer Science, or a related field.
• Minimum of 5 years in a Senior-level Operations leadership role within a healthcare or vertical software environment.
• Deep understanding of healthcare software and ambulatory workflows preferred.
• Demonstrated experience managing large enterprise accounts and driving retention, upsell, and revenue growth.
• Experience leading cross-functional teams of at least 30 individuals, including managers and directors.
• Proven success in managing detailed financial forecasts and reconciling actuals.
• Strong communication and executive presence with a customer-first mindset.

Competencies

• Business Acumen
• Forecasting & Financial Management
• Strategic Thinking & Planning
• Customer Focus & Advocacy
• Building Effective Teams
• Talent Development & Mentorship
• Organizational Agility
• Managerial Courage
• Interpersonal Savvy

Supervisory Responsibility

This role manages a multi-functional team within the Business Unit and is responsible for hiring, coaching, performance management, and career development of direct and indirect reports.

Working Environment

This position operates in a professional office or remote home office environment. Standard office equipment is used routinely. Travel is limited (expected not to exceed 20%) but may increase based on strategic initiatives or client needs. Travel is primarily for high-impact client engagements, leadership planning, or executive meetings.