Director of Operations at Harris Computer in California

Director of Operations Location: California, United States 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