Customer Operations Launch Manager - 1 Year Contract

About PointClickCare

PointClickCare is a leading health technology company dedicated to empowering healthcare providers with innovative solutions. Privately held and founder-led, PointClickCare supports over 30,000 provider organizations through its advanced platform that integrates the largest long-term and post-acute care dataset with over 400 marketplace partners. The company reinvests heavily in research and development to create meaningful improvements in healthcare delivery. Recognized by Forbes as a top private cloud company and honored for its corporate culture, PointClickCare nurtures employee growth and flexibility.

Employees at PointClickCare embrace AI-enabled innovation to design smarter healthcare solutions, integrating artificial intelligence into everyday workflows to enhance collaboration and decision-making. The company invests in continuous employee training to foster creativity and impact.

Role Overview

Reporting to the Manager of Customer Care Launch, the Customer Operations Launch Manager will serve as the primary liaison within customer operations, leading multiple healthcare solution launches simultaneously. This role requires coordinating cross-functional teams to develop strategies, create tools, and implement programs that ensure successful product launches from early pilot phases through commercial availability. The position focuses on optimizing outcomes for the customer operations organization, accelerating customer time-to-value, and expediting company revenue generation via effective project management, SaaS product introduction experience, and strong business judgment.

Key Responsibilities

• Coordinate and execute multiple healthcare solution and service launches in partnership with cross-functional teams to maximize customer and business value.
• Collaborate with professional services, customer operations, and customer support teams to define and achieve launch objectives.
• Develop and manage detailed launch plans and implement scalable launch strategies.
• Lead efforts to set operational metrics for launch success and track progress against goals continually.
• Adjust activities dynamically based on launch performance to ensure success.
• Drive improvements in implementation efficiency, customer engagement, and determination of professional service fees.
• Provide transparent analysis on risks, issues, and project performance, modifying plans as necessary.
• Prioritize projects, allocate resources and budgets effectively, balancing business and technical constraints to support new offerings.
• Lead ongoing improvements in launch processes to accelerate time-to-value and revenue.
• Evaluate alternative solutions to complex challenges, achieving consensus on best approaches.
• Innovate by creating new frameworks and challenging the status quo to solve problems strategically.
• Communicate complex information clearly to teams and stakeholders.
• Provide coaching and mentoring to team members and colleagues.

Required Qualifications & Skills

• Proven experience in program, project, product management, consulting, corporate strategy, business operations, or strategic planning within a SaaS environment.
• Bachelor’s degree in Healthcare, Business, or Management, or minimum five years equivalent experience in project management or electronic health record (EHR) systems.
• Experience collaborating with Professional Services or Customer Support teams.
• Excellent verbal and written communication and presentation skills.
• Strong problem-solving, organizational, critical thinking, decision-making abilities.
• Ability to manage conflicts and drive effective decision-making.
• Expertise in planning and executing complex projects meeting business requirements within budget and deadlines.

Preferred Skills

• Background in healthcare systems such as EHR, EMR, or Pharmacy.
• Familiarity with product development lifecycle, customer journey mapping, and lead-to-cash processes.
• PMP certification is advantageous.
• Solid business acumen with experience partnering with senior leaders to lead initiatives.
• Experience employing data-driven approaches to process improvement.

Contract Information

This position is a one-year contract covering maternity leave from August 2026 to August 2027. The role is onsite in Mississauga, Ontario, Canada.

Compensation & Benefits

The hourly wage ranges from $41 to $45. Benefits and paid time off are not provided; however, an additional 4% per hour is paid to compensate for these exclusions.

Equal Opportunity & Additional Policies

PointClickCare commits to providing equal employment opportunities without discrimination on any legally protected basis. Applications from people with disabilities are encouraged, and accommodations during the hiring process are available upon request. The company uses AI-assisted tools to help with candidate screening but retains human oversight for final decisions. Data privacy is maintained in compliance with applicable policies, and employees must adhere to company information security protocols to protect sensitive information.