Senior Operations Manager, Air (EHR)

Partner with Product and Engineering to validate feasibility, clarify requirements, and prioritize specs in the development backlog.

Project Leadership & Stakeholder Coordination: Develop and maintain detailed implementation plans, timelines, and resource allocations for each customer launch. Lead cross-functional launch teams through weekly status calls, playbook adherence, and risk-mitigation workflows. Act as the primary operations liaison among Sales, Customer Success, Product, Engineering, Professional Services, and Support. Align on deliverables, dependencies, and hand-offs; flag and escalate critical-path issues early.

Develop and maintain detailed implementation plans, timelines, and resource allocations for each customer launch.

Lead cross-functional launch teams through weekly status calls, playbook adherence, and risk-mitigation workflows.

Act as the primary operations liaison among Sales, Customer Success, Product, Engineering, Professional Services, and Support.

Align on deliverables, dependencies, and hand-offs; flag and escalate critical-path issues early.

Process Design, Optimization & Tooling: Create and evolve scalable, standardized launch playbooks and templates for data migration, build-out, training, and go-live support. Identify bottlenecks and implement continuous improvements to reduce time-to-launch and increase launch quality. Build and maintain internal Retool applications to streamline operational workflows and empower non-technical stakeholders to create custom dashboards, reports, and tools without code.

Create and evolve scalable, standardized launch playbooks and templates for data migration, build-out, training, and go-live support.

Identify bottlenecks and implement continuous improvements to reduce time-to-launch and increase launch quality.

Build and maintain internal Retool applications to streamline operational workflows and empower non-technical stakeholders to create custom dashboards, reports, and tools without code.

Go-Live Support & Adoption: Facilitate hypercare support during and immediately after go-live; track issue-resolution SLAs. Monitor and report on key adoption metrics (e.g., login rates, documentation volume, billing task completion).

Facilitate hypercare support during and immediately after go-live; track issue-resolution SLAs.

Monitor and report on key adoption metrics (e.g., login rates, documentation volume, billing task completion).