Position Overview:
The Operations Manager will direct and own the implementation and onboarding of our customers, from small, single-site projects with regional operators to large, multi-site / multi-state projects with national and executive stakeholders. In this role, you will also be responsible for defining playbooks and roadmaps to optimize ongoing performance management while simultaneously ensuring current customers successfully adopt our platform and achieve measurable outcomes. You will own projects that require working closely with our product and growth teams to evolve our platform to meet customers needs and support account expansion efforts. The ideal candidate will combine thoughtful optimization with focused execution, being detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization.
Key Responsibilities:
Implementation and Customer Success:
- Define playbooks for multi-site, simultaneous implementations for enterprise-level customers and drive their execution.
- Lead and optimize existing processes for implementations for new, single-site customers, ensuring smooth adoption and minimal disruption to operations.
- Define configurable success criteria for varied implementation types and establish standardized processes for baseline metrics extraction.
Ongoing Performance Management & Optimization:
- Enhance the tracking, monitoring, and communication of key performance metrics (e.g., agency use, overtime reduction, labor efficiency).
- Synthesize and translate key performance metrics into actionable strategies and initiatives that drive short-term improvement and long-term sustained success for clients.
- Own and grow key relationships with executive stakeholders across facility leadership and frontline staff.
- Partner and lead projects with the growth team, defining roadmaps for repeatable network and geographic expansion as In-House enters new markets.
Product Evolution:
- Extract and synthesize customer feedback to identify opportunities for product enhancements and then drive the process from ideation to deployment.
- Lead projects with the product team to influence roadmap priorities, translating customer requests into actionable product delivery plans.
- Develop best practices, playbooks, and case studies to standardize and scale successful implementations.
Qualifications:
- Bachelor’s degree in business, economics, engineering, or a related field.
- 5+ years of experience in a highly analytical, client-facing environment such as management consulting, strategy & operations, healthcare operations, enterprise customer success, or similar roles requiring structured problem-solving and executive communication.
- High executive presence and relationship management ability - comfortable partnering directly with C-suite, facility leadership, and frontline teams; capable of influencing stakeholders, navigating ambiguity, and driving alignment.
- Proven experience owning outcomes in fast-paced, high-accountability environments; thrives on both strategic planning and rolling up their sleeves to execute.
- Process-oriented with strong operational rigor - able to design, implement, and scale repeatable systems, playbooks, and best practices across customers.
- Exceptional analytical and strategic thinking skills - able to quickly make sense of complex operational environments, build data-driven insights, and translate them into clear recommendations and action plans.
- Bias toward action with high ownership, resourcefulness, and comfort operating in startup environments with evolving processes and priorities.
- Passion for improving healthcare delivery and for working directly with customers to drive measurable operational and financial outcomes.
