Director of Operations

Key Responsibilities Client Implementation & Onboarding Lead end-to-end implementation of Conexem and Compdata platforms for enterprise healthcare clients, including multi-location deployments Develop and manage structured onboarding programs, timelines, and milestone frameworks Oversee concurrent implementations while ensuring quality, consistency, and adherence to best practices Serve as primary point of contact during implementation, managing communication, expectations, and escalations Coordinate with development and product teams for system configuration, data migration, and workflow customization Travel on-site as required for client onboarding and training Client Relationship Management Serve as the primary operational liaison and trusted advisor to client stakeholders Build and maintain strong relationships across all levels, including operational and executive leadership Conduct regular client business reviews and performance discussions Own client satisfaction metrics (e.g., NPS, CSAT) and drive continuous improvement Manage escalations with a proactive, resolution-focused approach Operational Leadership & Process Development Establish and maintain scalable operational workflows and standard operating procedures (SOPs) Develop and track key performance indicators (KPIs) and operational dashboards Identify process improvement opportunities and implement solutions to increase efficiency and scalability Partner with leadership to align operational execution with organizational goals Training & Documentation Design and deliver comprehensive client and internal training programs Develop and maintain training materials, including user guides, documentation, and digital learning content Ensure all materials remain current with product updates and workflow changes Implement scalable training solutions, including on-demand and knowledge-based resources Client Support Operations Oversee client-facing support processes, ensuring timely and effective issue resolution Establish and monitor Service Level Agreements (SLAs) and support performance metrics Manage ticket prioritization, escalation, and resolution workflows Build and enhance knowledge bases to support client self-service and reduce support volume Quality Assurance & Product Collaboration Oversee QA testing workflows to ensure product readiness prior to release Represent the client perspective in product development and enhancement discussions Communicate client feedback, feature requests, and system issues to development teams Collaborate on product improvements aligned with client needs and operational efficiencies Leadership & Team Development Provide leadership, coaching, and development for client operations staff Foster a culture of accountability, collaboration, and continuous improvement Conduct regular 1:1 meetings and performance reviews Build and scale the client operations team as the organization grows Qualifications Required Bachelor's degree in Business, Healthcare Administration, or related field (or equivalent experience) 7+ years of experience in client operations, implementation management, or client success within healthcare technology or SaaS environments Demonstrated experience managing enterprise-level clients and multi-location implementations Strong knowledge of practice management systems and healthcare workflows Proven ability to develop and implement operational processes, SOPs, and training programs Strong project management and organizational skills Excellent communication, presentation, and stakeholder management abilities Experience managing support operations and service-level performance metrics Ability to travel as required Preferred Experience in medical billing, revenue cycle management, or healthcare practice operations Experience with QA testing or product coordination in a software development environment Familiarity with EMR systems, patient portals, or healthcare workflow technologies Experience building or scaling operational functions in a growth-stage organization Core Competencies Customer Service Excellence Strategic & Operational Leadership Process Improvement & Scalability Communication & Influence Accountability & Ownership Cross-Functional Collaboration Performance Metrics (KPIs) Implementation timelines and successful go-live rates Client satisfaction (NPS/CSAT) Support SLA adherence and resolution times Client retention and expansion rates Training effectiveness and adoption Operational efficiency and process standardization Work Environment & Physical Requirements Remote and office-based work environment Prolonged periods of sitting and computer use Occasional travel required for client engagements and team collaboration Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional "Perks"! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.