Director of Delivery Operations-HealthTech

Recruiting Awesome Executive Search; A distancia; MXN 1,000,000 - 1,500,000; Jornada completa

Descripción de la vacante

A healthcare technology services firm is seeking a strategic Director of Operations to enhance client delivery and success functions. The role involves leading diverse teams, standardizing processes, and driving operational excellence. The ideal candidate has a strong background in healthcare technology and management consulting, with proven leadership in cross-functional teams. This position offers autonomy to implement meaningful changes and directly impact client satisfaction and company growth in a remote setting.

Formación

• Proven experience in healthcare technology and management consulting.
• Demonstrated leadership managing client success and operational delivery teams.
• Expertise in developing and tracking performance metrics.

Responsabilidades

• Lead client delivery teams, ensuring measurable value delivery.
• Standardize and optimize client engagement processes.
• Drive renewal and expansion strategies, achieving high gross renewal rates.
• Translate client feedback into actionable recommendations.

Conocimientos

Leadership in healthcare technology

Operational excellence

Process improvement

Data-driven decision-making

Collaboration with cross-functional teams

Herramientas

CRM systems

Business intelligence tools

Descripción del empleo

Our client is seeking a strategic and hands-on Director of Operations to lead and enhance client delivery and success functions within a growing healthcare technology services organization. This leadership role requires a unique blend of experience in healthcare technology and management consulting, enabling you to drive operational excellence, standardize client engagement processes, and foster high-performing teams.

In this role, you will oversee diverse teams responsible for client success, implementations, and configuration—ensuring measurable value delivery and strong client relationships. You will collaborate cross-functionally with sales, product, and engineering partners to optimize client outcomes and accelerate growth.

Key Responsibilities:

• Lead and develop client delivery teams, including Client Success Managers and Implementation Specialists, fostering talent and operational rigor.
• Standardize and optimize client engagement and implementation processes, improving predictability, quality, and client satisfaction.
• Drive renewal and expansion strategies, aiming for a gross renewal rate of 95% or higher and identifying new opportunities to enhance client value.
• Build and maintain capacity planning models, operational dashboards, and KPIs using CRM and business intelligence tools.
• Act as the voice of the client, translating feedback and insights into actionable recommendations for leadership and product teams.
• Increase client utilization metrics by at least 10% annually per record type, meeting or exceeding operational and ROI goals.
• Implement structured feedback loops and maintain strong client satisfaction metrics (e.g., NPS ≥ 40).
• Manage project timelines, scope, resources, and communication, introducing best practices in program management.

Success Milestones (6 to 12 Months):

• All client success and delivery processes are fully documented, standardized, and consistently executed.
• Clear strategic understanding of client success metrics is established, with data-driven tracking of progress.
• The operations team’s skills and performance have noticeably improved, aligned with organizational standards and values.

Ideal Candidate Profile:

• A lifelong learner, intellectually curious
• Diverse in thought, open to exploring different angles and perspectives
• Demonstrated experience at leading healthcare technology vendors (e.g., Epic, TriZetto, HealthEdge) combined with a strong background in management consulting or strategic advisory.
• Proven leadership managing cross-functional teams focused on client success, implementation, and operational delivery.
• Expertise in process improvement, capacity planning, operational reporting, and data-driven decision-making.
• Skilled collaborator with sales, product, and engineering teams to influence client outcomes and drive growth.
• Experienced managing renewal processes and working with multiple stakeholder levels to secure contract approvals.
• Excellent communicator who can translate client needs into actionable business insights and strategic initiatives.

Why This Opportunity?

This is a chance to lead operational transformation and client success within a fast-evolving healthcare technology services environment. You will have the autonomy to implement meaningful change, develop talent, and directly impact client satisfaction and company growth—all from a remote work setting.

If you are a strategic operator with healthcare technology and consulting experience looking to make a real difference, we want to hear from you. Diverse candidates strongly encouraged to apply. Apply today!