Reporting to the GM of Explorer Surgical, the Director of Operations will oversee the Customer Success, Project Management, and Clinical Operations teams. This role's key responsibility encompasses driving the customer experience across the entire customer journey, in order to achieve increased value for the customers and revenue growth for the business. The Director of Operations works closely with peers in sales and product to drive sustained industry-leading adoption, growth, and retention of the company's offerings for our customers. This role is responsible for the day-to-day leadership and overall commercial direction of the Operations team, and they will partner closely with numerous functions across the company to advance the commercial operations processes and corporate goals.Principal duties and responsibilities:Customer Success

• Manages the leader of Customer Success, who leads a team of Customer Success Managers focused on customer optimization, advocacy, and retention/expansion
• Expand our revenue in accounts through renewals, price increases, and identification of cross-sell and up-sell opportunities
• Drives new business growth through greater advocacy and reference-ability
• Uncovers and identifies any risk that threatens customer growth, satisfaction, or renewal and mitigates with proper planning and execution
• Has a strong understanding of customer base and customer segmentation
• Drives the cultivation, influencing, and securing of customer account renewals and growing contract lengths
• Identifies customer requirements early on, uncovers roadblocks and demonstrates strong communication skills with a broad range of clients
• Reviews and reconciles contracts and agreements to maintain accurate data and reporting
• Works effectively cross-functionally with legal, product management, and the contracts team to ensure that all customer contract timelines are met

Project Management

• Sets vision for Project Management team (currently included in Customer Success) with the goal to successfully launch and implement Explorer with all customer teams
• Hires the leader of Project Management and associated team to execute this vision, who would be responsible for:
  • Managing the onboarding and training of customer administrators, key stakeholders, and end users
  • Accountability for supply chain, compilation, and shipping of remote support kits to customers
  • Collaborating with clinical operations to ensure playbook development timelines are met
  • Liaising between Hospital IT Affairs teams to ensure customer timelines are met and customer needs are clearly communicated as Explorer Live is introduced to new hospitals
• Works cross-functionally to identify optimal tech support for customers during live procedures

Clinical Operations

• Leads Clinical Operations Manager, who is accountable for being the expert on customer procedures, building Explorer Live playbooks, and creating an internal Explorer Surgical factbase of clinical expertise
• Determines future-state needs for scalability of playbook developing, potentially leveraging outsourced parties to build playbooks while Clinical Operations Manager retains customer-facing duties

Operations

• Oversees the ongoing adaptation, refinement, and active usage of the company's systems as it relates to customer engagement. Responsible for the improvement of the data management as it relates to support the mission for Commercial Operations
• Creates company-wide culture of Customer Success
• Aligns with Marketing around marketing to existing clients
• Aligns with Product around driving product roadmap
• Aligns with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Aligns with Finance around measurement and forecasting
• Aligns with Executive Team around key metrics and objectives
• Develops and manages departmental budget and meet financial targets.
• Ensures GHX's overall customer experience grows and evolves with the increasing scale and complexity of the company's global business

Required Qualifications/Skills:

• Relevant Bachelor's degree; preference for healthcare or clinical background/degree
• Minimum of 10 years of related job experience leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• The ability to identify, motivate staff and deal effectively with performance problems
• Demonstrated ability to design and build effective work teams and measure their effectiveness by developing and tracking performance metrics
• Excellent executive presence with superior verbal and written communication skills with all levels of management

Estimated Salary range for this position: $132,300 - $161,700The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 800 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.DisclaimerGlobal Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.