(Canada) Customer Operations Launch Manager - 1 Year Contract
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
At PointClickCare , we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare , check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
Reporting to the Manager, Customer Care Launch, you will act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. You will mobilize cross-functional efforts within customer operations to define strategies, develop tools and execute programs that drive the launch of world class solutions and services to its customers. You will manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer operations organization, customer time-to-value, and company time to revenue. To accomplish this, you will leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships, influence the business and use organization skills to navigate ambiguity. You will work in conjunction with product leaders and cross-functional teams.
Contract Terms: This contract is to cover a maternity leave from 8/2026-8/2027
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 importan