Partner Operations Director

As a Partner Experience  Operations Director, you will be an essential part of the commercial team, directly reporting to the Director of Strategy and Operations. Your primary responsibility will be to manage operations and enablement for the Partner Experience team. You will enable the team to achieve and exceed goals and deliver an exceptional partner experience. You will play a lead role in ensuring operational excellence across the team to enable a high-performing team at scale and ensuring the team has the tools and resources needed to be successful.

As a leader on the team, you will be responsible for ensuring high quality output,  and providing direction to other team members, but will also roll up your sleeves to move things forward with the rest of the team. You will serve as a peer to the managers across the Partner Experience  team and cross-functionally to understand business needs and help implement new processes and tools effectively and efficiently.

What You’ll Do

1. Project Prioritization and Leadership
   • Play a lead role in team enablement
   • Own the prioritization of project, asset, and tool requests through Asana, ensuring that the items prioritized reflect the gaps and priorities of the broader partner experience team
   • Delegate to ops team and cross-functional partners in alignment with team and business goals
   • Partner with leaders across other departments to understand their priorities, ensure teams are in sync, and establish strong and efficient communication pathways
   • Ensure Ops team meets SLAs for project requests
2. Team Enablement and Process Development
   • Lead and maintain processes that are utilized across the team, such as the partner health process and escalation process
   • Accountable for internal communications within the PX team (newsletters, team meetings, and other ad hoc updates & direction)
   • Oversee PX Onboarding and partner with leaders on the team to ensure we are delivering a consistent experience to our partners across the team
3. Analytics and Insights
   • Lead the monitoring, reporting, and presentations related to team KPIs and insights
   • Drive execution of and visibility related to goal attainment
   • Own and manage reporting around team OKRs and performance in partnership with team leaders
4. Tools and Frameworks
   • Develop and manage core tools, platforms, and frameworks to support all operationally functions and team needs
   • Ensure clear role actions are developed and maintained across teams
   • Partners with Revenue Ops and Analytics to instrument tools to proactively identify risks and provide visibility into engagement

Who You Are

• 5+ years of experience in project or program management, management consulting, or strategic operations, preferably within the healthcare or enterprise health systems sector
• Minimum 3 years of experience managing and leading teams
• Strong understanding of the healthcare ecosystem, including the challenges faced by clinicians and healthcare organizations
• Exceptional communication and interpersonal skills, with a proven ability to build trust and rapport
• Ability to make decisions independently on behalf of the partner experience org, in line with the partner experience culture, values, and mission
• Technical aptitude with a quick learning ability for complex software solutions
• Demonstrated problem-solving skills, with a proactive, results-oriented approach
• Familiarity with CRM software, customer success tools, and project management software

Bonus Points If…

• Customer Success and/or Implementation background with experience on a client-facing team
• Familiarity with Epic

***This role requires up to 10% travel***