• Director of Operations

    Job Locations US-MD-Rockville
    Posted Date 1 month ago(1/25/2019 6:02 PM)
    Job ID
  • About DrFirst

    About DrFirst:

    This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have a proven product, brand-name customers, significant revenue and growth, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by few companies.

    Over 170,000 healthcare professionals, 67,000 pharmacies and 60% of the healthcare IT vendors in the market depend on us every day to manage medication safety and efficiency, reduce clinical errors, and improve patient outcomes.

    Our culture is entrepreneurial, team oriented, collaborative, and fast-paced. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues; we want to talk to you!

    Position Overview


    The Director of Business Operations is responsible to lead day-to-day strategy and execution of Account Management, Operations, and Product Management areas of the Partner division.  This position will play a crucial role in driving growth and performance of the Partner Division. The Director of Business Operations will also lead strategic and high-profile projects to deliver increased efficiency, quality, and help evolve service and customer experience models for improved speed, and customer satisfaction to support corporate objectives. Leading Account Management and Operations teams requires hands-on experience managing B2B partnerships that involve software integration, certification, implementation, training and ongoing service and support.  The Director of Business Operations will be a proven performer in managing complex projects, customer communications and able to deliver measurable results for industry leading customer experience working in a in a matrixed organization. The Director of Business Operations' success will depend on their ability to accomplish many high visibility projects in parallel that require building strong rapport and working relationships across divisions.  They need a deep understanding of SaaS product management processes and best practices with the skills to develop the right strategy, execution plans, and manage to agreed-upon objectives.


    Who will love this job

    • A driver who works with purpose and passion; someone who will elevate our Partner team through new perspectives, ideas, and solutions.
    • A builder who enjoys building teams, new processes, systems, and structures as well as optimizing existing ones.
    • A trusted advisor and leader who sets a high-bar, develop and grow his/her team to perform their best today and better tomorrow, and liaises effectively with internal and external business partners and customers.
    • A collaborator and influencer who understands that achieving our goals of excellent customer experience and increased market share requires establishing effective relationships at all levels of the organization to achieve successful go-to-market execution

    What you will work on

    What you’ll do:

    • Coaching and Strategy Development
      • In collaboration with the VP of Customer Experience, set fiscal year and quarterly strategy, goals, and execution plans for Partner Account Management, Operations, and Product needs. 
      • Manage successful completion and report on execution progress of quarterly objectives for all team members
      • Develop and mentor staff in their career goals and with KSAs
      • Responsible for quarterly and annual performance reviews
      • Lead and manage hiring and onboarding process for all responsible departments
    • Account Management:
      • Successfully integrate partners software and successfully launch product
      • Ensure service levels for support, registration, and integration are met/exceeded
      • Develop joint account strategies with Director of Strategic Partnerships which translates into specific objectives for each team member
      • Create relationships with senior clients to ensure mutually beneficial relationships and facilitate execution of division objectives
      • Attend meetings onsite with customers to enabling building rapport, gain market insight, and evaluate team performance
      • Handle customer service escalations as needed
    • Operations Management:
      • Manage team to accurate and timely completion of customer billing each month
      • Analyze and approve credit requests, evaluating with senior management as needed
      • Develop division strategy and successfully execute plan to provide reporting on department performance against objectives, reseller channel insights, and track performance of division dependencies across the company
      • Coordinate division events including annual fiscal planning, team building, and beyond
      • Facilitate and enable ongoing training initiatives for division to include product training, supporting department strategy overviews, and other areas as needed
      • Lead all customer outage notification and communication internally with division and external to customers including after action reports
    • Product Strategy Execution:
      • Build strong rapport and relationships with product management leadership to facilitate successful delivery of products
      • Drive all product launches through the Partner Division Go To Market (GTM) process and track performance
      • Support Director of Strategic Partnerships in evaluation of Marketing division material and suggest edits for partner channel
      • Manage to and track performance against product release standards which includes: release notes content and on-time delivery, product roadmap communication, quality of release information and education deliverables and customer feedback for each release
    • Strategic Project Delivery:
      • Lead delivery of various strategic initiatives for the Partner division
      • Build rapport with stakeholders across company in support of each strategic initiative
      • Create and maintain detailed project plans and measurable goals to track each initiative, provide executive visibility of progress against plan and evaluate impact


    What you should have done/ What you bring:

    • Bachelor’s degree
    • At least 8-10 years’ experience in Account Management, Operations, or other related field
    • At least 5+ years’ experience managing and building high-performing teams
    • Demonstrated work experience managing projects in a matrix environment
    • Professional experience understanding and working with SaaS based businesses
    • Experience developing, documenting and managing operational processes as a core part of their daily responsibilities
    • Very client facing. Outstanding client service and relationship building
    • Excellent oral and written communication skills
    • Experience delivering training to external customers
    • Ability to translate business requirements into viable solutions
    • Preferred: experience developing and implementing technical solutions

    Physical Requirements

    Physical requirements

    • 20% Travel
    • 50% Phone/Desk work
    • 30% Standing and moving throughout the office


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