About the Role
The position is responsible for managing the launch of customer operations, aligning internal teams, and driving process efficiency to support successful go-live outcomes.
Responsibilities
- Lead the planning and execution of customer launch activities from initiation to go-live
- Coordinate cross-functional teams to ensure timely completion of launch milestones
- Develop and maintain detailed project timelines and implementation roadmaps
- Serve as the primary point of contact for internal stakeholders during the launch phase
- Identify and mitigate risks that could impact launch timelines or success
- Ensure all operational requirements are met prior to customer go-live
- Collaborate with training teams to schedule and deliver onboarding sessions
- Track and report on key performance metrics throughout the launch cycle
- Facilitate communication between technical, clinical, and operational departments
- Manage customer-specific launch plans tailored to organizational needs
- Oversee data migration readiness and validation processes
- Conduct pre-launch readiness assessments with implementation teams
- Drive resolution of critical issues leading up to go-live
- Ensure compliance with internal process standards and documentation requirements
- Gather and distribute launch-related materials to relevant parties
- Support change management activities during transition phases
- Monitor customer progress against implementation checklists
- Escalate dependencies or blockers to senior stakeholders when necessary
- Maintain centralized records of launch status and outcomes
- Provide post-launch summaries and handoff documentation
- Work closely with product teams to communicate customer-specific configurations
- Ensure service delivery models are properly aligned with customer size and complexity
- Standardize launch procedures to improve scalability and consistency
- Contribute to continuous improvement initiatives based on launch feedback
- Support organizational readiness for high-priority customer rollouts
Compensation
Not specified
Work Arrangement
Hybrid
Team
Customer Operations
Why This Role Matters
This position plays a critical part in ensuring customers achieve value quickly after signing. By orchestrating the final stages of implementation, the manager directly impacts customer satisfaction and long-term retention. Success in this role means fewer delays, clearer communication, and stronger operational alignment at go-live.
What We Value
We prioritize clear communication, proactive planning, and the ability to influence outcomes across teams. Candidates who demonstrate resilience in high-pressure situations and a commitment to customer success tend to thrive in this role.
