Launch Operations Manager

| Chicago
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NowPow is looking for an enthusiastic, driven, and detail-oriented Launch Operations Manager to join our Implementation and Product Support team. In this role, you will have the opportunity to lead the launch operations of new features for new and future NowPow customers. Our ideal candidate desires to gain an in-depth understanding of our systems and capabilities and to collaborate cross-functionally, with a passion for helping people get the self care resources they need.

Position Details:

The Launch Operations Manager serves as a critical partner and primary internal point of contact as new features are launched, building strategy for existing customers and incorporating the new features into NowPow implementation process. Working collaboratively with others on the Implementation and Product Support team and in adjacent departments, the Launch Operations Manager must be able to juggle multiple projects at the same time and maintain effective communication with fellow team members, leaders, and stakeholders.

Key Responsibilities:

  • Lead the direction of NowPow’s Operational Readiness process to ensure best in class customer experience for new features and functionalities
  • Collaborate with product, training, and marketing functions to ensure smooth roll-outs for new features
  • Ensure clear strategy for launching to existing customers and building into implementation process for new customers moving forward
  • Critically evaluate upcoming product launches, determine the actions required to optimize the operational impact, and tactically coordinate those actions
  • Collaborate with Product Managers to define clear success metrics for rolling out new features
  • Build and refine NowPow documentation of configuration options and recommendations
  • Conduct internal training for customer-facing teams on how to discuss and implement new feature with customers
  • Additional responsibilities as assigned

Required Qualifications:

  • 4+ years of professional experience, with 2+ years of project implementation experience
  • Experience driving creative solutions with cross-functional teams
  • Experience critically evaluating a problem from multiple perspectives, identifying the optimal solution, and aligning stakeholders on the solution
  • Proven ability to quickly analyze and identify customer business needs
  • Customer service experience and experience managing customer support initiatives
  • Outstanding written and verbal communication skills
  • Strong analytic skills and extremely high attention to detail
  • Comfort working in a start-up environment
  • Ability to work independently under minimal supervision and strong track record of setting and meeting delivery commitments
  • The ability to be candid and forthright and conduct oneself with maturity and integrity in all situations
  • Charismatic attitude and willingness to work on a dynamic mixture of tasks no matter how big or small

Preferred Qualifications:

  • SaaS experience is preferred. Direct healthcare IT experience is strongly preferred
  • Commitment to social impact initiatives and helping underserved communities
  • Experience working in customer-facing roles (e.g. project management, account management, training) and in change management

About NowPow

We work at NowPow because we care! NowPowers are passionate about our mission and are excited about the opportunities and challenges we face. At NowPow, we cultivate a culture of collaboration and respect and where everyone is a valued team member.

Our people and our culture are important to us and make working at NowPow special. We invest in the self-care of our team and provide competitive benefits to support this. We celebrate our successes every week with a company-wide happy hour on Fridays and recognize those who went above and beyond in their work. Outside of work, we have fun through company events such as laser tag, ice skating, and heading to the ballpark for beautiful weather and a baseball game – and we look forward to being able to do so again!

We are looking for highly motivated and hard-working individuals to join our team and help us connect health care to self-care. Please apply now to join our growing team!

Equal Employment Opportunity:

NowPow is an Equal Opportunity Employer. NowPow evaluates applicants for employment on the basis of qualifications, merit, and work-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities and general treatment during employment.

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