Director of Operations

Join to apply for the Director of Operations role at Health Care Information Management, Inc. (HCIM)

The mission of the Director of Operations is to lead and shape HCIM’s client delivery functions, including Client Success, Implementations, and Configuration, to ensure that every client achieves measurable value from Sym Key. This leader ensures predictable delivery, increased automation usage, successful renewals, and strong multi-layered client relationships. The Director of Operations plays a critical role in HCIM’s growth by improving client outcomes, strengthening retention, recommending solutions to enhance clients’ return on investment (ROI), and bringing the voice of the client into strategic decisions.

• Increase client Sym Key utilization measured by # of records (claims, authorizations, providers, or members) by ≥10% per record type per year.
• Ensure clients meet or exceed their operational outcomes, ROI expectations, and productivity goals.

• Maintain NPS ≥ 40.
• Implement a structured feedback loop and escalation/resolution process.

• Ensure 100% of implementations and configuration projects are delivered on time or within approved scope.
• Build delivery processes, tools, and dashboards to improve predictability and quality.

• Ensure Client Success Managers (CSMs) develop cross-functional and multi-layered relationships within each client.
• Oversee creation and execution of annual account plans for every client.

• Achieve 95%+ gross renewal rate on time and with target price increases.
• Identify opportunities for additional Sym Key modules and partner with Sales to enhance clients’ ROI.

• Build and maintain capacity models and dashboards for Implementation and CS teams.
• Optimize workload distribution and resource planning.

• Deliver structured insights to Product, Engineering, and Executive leadership to inform roadmaps and strategic improvements.

• Lead CSMs and Implementation/Configuration Specialists.
• Recruit, coach, and develop talent aligned to HCIM values and performance standards.

• Oversee onboarding, training, optimization, and ongoing client engagement.
• Ensure clients continuously expand their usage of Sym Key.

• Manage implementation timelines, scope, resources, and communication.
• Introduce project management best practices and tools.

• Build dashboards and recurring reporting using SQL and BI tools.
• Establish SLAs, delivery metrics, and operational scorecards.

• Partner with Product and Engineering to address client issues and opportunities.
• Work closely with Sales/VP Growth on renewals, expansions, and account strategies.

The ideal candidate will have:

• 2–5 years of management consulting or strategy consulting experience, or equivalent experience in operations, client success, or implementation leadership.
• Strong proficiency in SQL, quantitative analysis, and data-driven decision-making.
• Experience managing or supporting cross-functional client delivery teams.
• Strong project management skills with the ability to manage multiple complex work streams.
• Excellent communication skills and client-facing presence.
• Business acumen with the ability to understand payer operations, workflows, and incentives.
• Experience working with or for a software company and/or healthcare payers is highly preferred but not required.
• Ability to thrive in a fast-paced environment with high accountability and ownership.

This role is remote and requires collaboration with Colleagues and clients across the U.S. Occasional travel for client visits or internal team meetings may be required (up to 20%). This job description is not exhaustive; the Director of Operations may perform other duties as needed to support HCIM’s goals.

Healthcare Information Management, Inc. (HCIM) is an intelligent…