Job Description

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

Join our Customer Success team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays. In this role, you will serve as the main point of contact for a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

WHAT YOU'LL DO

Delivery Management: Oversee a portfolio of iQueue for Inpatient Flow customer implementations, ensuring delivery aligns with quarterly and annual forecasts while meeting quality, timeline, and revenue commitments

Team Leadership: Lead, develop, and scale a team of delivery professionals - including Project Managers, Workflow Specialists, Data, and Configuration resources to deliver a consistent, high-quality onboarding experience while mentoring the next generation of leadership within the team.

Executive Partnership: Build and maintain strong relationships with executive stakeholders, defining success criteria for both initial implementations and long-term customer partnerships

Executive Escalation: Operate as the senior-level escalation point for all stakeholders, showing deep knowledge and problem solving capabilities ranging from Clinical and operational Workflows to data design including EHRs, workforce management systems, and data integration.

Sales Handoff & Strategic Alignment: Partner closely with Sales during late-stage deals and handoffs to ensure clear alignment on customer goals, scope, and delivery strategy from the outset - including product demonstrations/discussions, scoping, proposal / SOW development.

Project Strategy & Execution: Provide strategic oversight across engagements, ensuring delivery standards, resource planning, and execution approaches drive successful outcomes

Delivery Innovation: Continuously evolve delivery methodologies, frameworks, and tools to improve quality, scalability, and time-to-value

Cross-Functional Collaboration: Partner with Customer Success, Product, Sales, and Engineering to ensure seamless transitions, strong customer outcomes, and be the voice of the customer as it pertains to delivering world-class implementation capabilities.

Operational & Financial Management: Drive forecasting accuracy, resource planning, utilization, and backlog management to support predictable revenue realization and efficient delivery operations

WHAT YOU'LL BRING

Bachelor's degree or equivalent years of related experience

8+ years of experience in SaaS implementation, customer delivery, or professional services in healthcare environments

5+ years of people management experience leading cross-functional teams (Project Management, Implementation, Workflow/Consulting, Data/Integration) through growth, change, and ambiguity. Skilled at giving feedback, developing talent, and building a culture of accountability and collaboration

Proven track record of successfully delivering complex, enterprise-level implementations

Exceptional stakeholder management and executive communication skills, with the ability to navigate complex customer environments

Demonstrated ability to manage risk, resolve escalations, and drive accountability across teams

A customer-centric mindset with a focus on time-to-value, outcomes, and long-term success

Data-driven approach to decision-making, with experience using KPIs and metrics to drive continuous improvement

Ability to influence change within complex organizations by using data, problem solving and change management strategies.

Background and expertise in building out new service capabilities to accommodate growth, scale and reach

Willingness to travel up to 50% of the time

BONUS POINT IF YOU HAVE

Advanced degree such as an MBA, MHA, or related field, particularly with a focus on healthcare, operations, or strategy

Deep experience in healthcare technology, including EHR/EMR platforms, clinical workflows, or payer/provider systems

Experience deploying patient flow and/or workforce management systems in large health system environments

Background in a top-tier consulting or advisory firm or leading a professional services function within a SaaS organization

Relevant certifications such as PMP, PgMP, Lean Six Sigma, or similar operational excellence frameworks

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!

Competitive compensation package that includes base salary, target bonus, and stock options

401(k) Match

Comprehensive healthcare benefits

Generous Paid Time Off and Parental Leave

Monthly reimbursement for Skill Building

Monthly reimbursement for Wellness, Transportation, and/or Home Office

Education Reimbursement for select courses/programs

Director, Product Implementation for Inpatient Flow - LeanTaaS

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