About this role.
PointClickCare, a leading health tech company, seeks a Customer Operations Launch Manager for a 1-year contract to cover maternity leave. This role involves leading multiple healthcare solution launches, mobilizing cross-functional teams, and managing projects from pilot to commercial availability. The ideal candidate will have SaaS new product introduction experience and strong project management skills. The position requires travel to offices in Mississauga or Salt Lake City for events. This is an opportunity to impact healthcare delivery while working in a flexible, innovative environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Operations Launch Manager position at PointClickCare. With over 5 years of experience in SaaS product launches and cross-functional project management, I have a proven track record of driving successful market entries. Your mission to transform healthcare aligns with my passion for leveraging technology to improve patient outcomes.
In my previous role at a health tech company, I led the launch of three major platform updates, coordinating with engineering, marketing, and support teams to ensure seamless go-to-market execution. I consistently met launch timelines and exceeded adoption targets by fostering strong stakeholder relationships and data-driven decision-making.
I am particularly drawn to PointClickCare’s commitment to innovation and employee growth. I am confident that my ability to manage ambiguity and drive results in fast-paced environments would make me a valuable asset to your team. I look forward to the opportunity to contribute to your impactful work.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I led the launch of a new analytics module. I coordinated with product, engineering, marketing, and support teams to establish a timeline and milestones. Regular stand-ups and a shared project tracker ensured alignment. We successfully launched on time and achieved 120% of adoption targets.
I start by gathering available information and identifying key stakeholders. I then facilitate workshops to define scope and priorities, using frameworks like RACI to clarify roles. For example, during a pilot program, we had unclear success metrics, so I proposed initial KPIs and iterated based on feedback.
I have managed SaaS launches for the past 4 years, including both new products and major feature releases. I focus on aligning customer success with internal readiness, such as creating training materials and documentation. I also use phased rollouts to mitigate risks.
Key metrics include time-to-value for customers, adoption rates, support ticket volume post-launch, and customer satisfaction scores. I also track internal efficiency, such as ramp-up time for support teams, to ensure scalability.
I would document all processes, status updates, and key contacts from day one. I maintain clear communication with the team and conduct regular reviews. Before contract end, I create a comprehensive handoff guide and schedule overlap time to ensure continuity.
Key Responsibilities
- Plan, organize, and execute on multiple solution or services introductions in partnership with the cross-functional team that maximizes the customer value and business outcomes.
- Work with a cross-functional team of professional services, customer operations, and customer support professionals to create and execute a set of launch goals.
- Create and manage a plan designed to achieve the launch goals and successfully execute a scalable launch strategy with the cross-functional team.
- Lead the customer operations team in identifying outcomes and operational performance metrics, defining operations launch goals, and monitoring and measuring launch results against goals.
- Ensure activities are planned, executed, and adjusted as needed based on launch results.
- Drive results to plan efficiency in implementation processes and practices, customer engagement/value experiences, effort models, and professional service fees determination.
- Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance, and adjust the plan accordingly.
- Prioritize projects, resources, and budget, balance business needs with technical constraints, and drive successful organizational readiness based on importance and urgency in support of the new solution or service offering.
- Lead continuous and measurable improvement in launch processes to accelerate customer time-to-value and business time-to-revenue.
- Systematically convey pros and cons of alternative solutions to complex issues and achieve consensus on launch approach.
- Generate new perspectives, frameworks, and innovative ideas which are strategically sound and challenge the status quo and enable problem resolution.
- Develop and execute communication of complex information to team members and stakeholder groups.
- Provide coaching, mentoring, and support to team members and peers.
Required Qualifications & Skills
- Experience in program management, project management, product management, consulting, corporate strategy, business operations or strategic planning in a SaaS Company.
- Bachelor’s degree in Health Care, Business, Management, or 5+ years equivalent experience in project management or EHR systems.
- Experience working closely with Professional Services or Customer Support.
- Exceptional presentation, oral and written communication skills.
- Strong critical thinking, problem solving, organizational, and decision-making skills.
- Ability to manage conflict and drive decisions.
- Ability to perform planning for complex projects, managing all tasks required to meet business needs within budget and deadlines.
Nice to Haves
- Experience in healthcare systems (EHR, EMR, Pharmacy)
- Knowledge of product development processes / PDLC, customer journey and lead to cash processes.
- Project Management Professional (PMP) Certification is a plus.
- Robust business acumen and ability to partner with senior business leaders to drive initiatives.
- Experience with data driven process improvement.
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