What are the responsibilities and job description for the Operations Lead position at In-House Health?
Position Overview:
The Operations Lead will own the implementation and ongoing performance management of our customers. In this role, you will be responsible for ensuring customers successfully adopt our platform, achieve measurable outcomes, and continuously optimize their use of In-House Health. You will work closely with our product and growth teams to evolve our platform to meet customers needs and support account expansion efforts. The ideal candidate will be detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization.
Key Responsibilities:
- Implementation and Customer Success:
- Lead end-to-end implementations for new customers, ensuring smooth adoption and minimal disruption to operations.
- Establish baseline metrics and success criteria tailored to each customer’s goals.
- Ongoing Performance Management & Optimization:
- Monitor key performance metrics (e.g., agency use, overtime reduction, labor efficiency) and proactively identify improvement opportunities.
- Manage key relationships with customer stakeholders across facility leadership and frontline staff, helping them continuously refine scheduling practices and maximize ROI.
- Partner with the growth team, supporting contract renewals through demonstrated customer impact and identify expansion opportunities within existing accounts.
- Product Evolution:
- Gather and synthesize customer feedback to identify opportunities for product enhancements.
- Collaborate with the product team to influence roadmap priorities based on real-world customer needs.
- Develop best practices, playbooks, and case studies to standardize and scale successful implementations.
Requirements:
- Bachelor’s degree in business, operations management, or related field.
- 3 years of experience in professional services, healthcare operations, or related role (i.e., consulting, workforce strategy, account management)
- Strong analytical skills with the ability to utilize data to drive performance outcomes and strategy
- Self-motivated with a proactive approach to problem-solving
- Excellent communication and interpersonal skills, ability to build strong relationships with stakeholders at all levels.
- Ability to multitask and prioritize tasks in a fast-paced environment; ability to balance strategic planning with hands-on execution.
- Detail-oriented with a high level of accuracy