Senior Operations Manager (Air, EHR)

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

Preferred experience

• Education: Bachelor’s degree in Business, Healthcare Administration, Information Systems, or a related field. MBA or advanced degree a plus
• Proven track record of leading complex, cross-functional programs to successful delivery on time and within scope
• 5+ years of operations or project management experience in SaaS or HealthTech