Operations Manager

About the Role

As Senior Operations Manager, Air (EHR), you will own the end-to-end implementation of onboarding and launching new customers on Athelas Air (EHR). You’ll partner with Engineering and Launch to ensure each practice transitions smoothly, on time, and with high adoption. You’ll build scalable launch playbooks; scope, define, and prioritize product features based on customer workflows; define success metrics; and continuously refine processes to accelerate time-to-value.

What You'll Do

• Customer Discovery, Workflow Analysis & Technical Collaboration:

  • Engage directly with customers to map their existing clinical and administrative workflows.

• Product Management & Technical Specifications:

  • Draft detailed functional and technical specifications (user stories, acceptance criteria, data mappings, interface requirements) based on scoped customer needs.
  • Partner with Product and Engineering to validate feasibility, clarify requirements, and prioritize specs in the development backlog.

• Project Leadership & Stakeholder Coordination:

  • Develop and maintain detailed implementation plans, timelines, and resource allocations for each customer launch.
  • Lead cross-functional launch teams through weekly status calls, playbook adherence, and risk-mitigation workflows.
  • Act as the primary operations liaison among Sales, Customer Success, Product, Engineering, Professional Services, and Support.
  • Align on deliverables, dependencies, and hand-offs; flag and escalate critical-path issues early.

• Process Design, Optimization & Tooling:

  • Create and evolve scalable, standardized launch playbooks and templates for data migration, build-out, training, and go-live support.
  • Identify bottlenecks and implement continuous improvements to reduce time-to-launch and increase launch quality.
  • Build and maintain internal Retool applications to streamline operational workflows and empower non-technical stakeholders to create custom dashboards, reports, and tools without code.

• Go-Live Support & Adoption:

  • Facilitate hypercare support during and immediately after go-live; track issue-resolution SLAs.
  • Monitor and report on key adoption metrics (e.g., login rates, documentation volume, billing task completion).

What You Have

• Education: BS/MS in a STEM-related field (Computer Science, Engineering, Mathematics, Hard Sciences) or equivalent technical training/experience.
• Experience:
  • 5+ years of implementation, product operations or operations experience in SaaS or HealthTech.
  • Proven track record of leading complex, cross-functional programs to successful delivery on time and within scope.