Role Mission

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 SymKey. 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.

Outcomes 

A successful candidate in this role will accomplish the following goals: 

Client Utilization & Value

• Increase client SymKey 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.

Client Experience & NPS

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

Delivery Excellence

• 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.

Relationship Strength & Account Strategy

• 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.

Renewals & Expansion

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

Operational & Capacity Planning

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

Voice of the Client

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

Key Areas of Responsibility

In addition to achieving the outcomes above, responsibilities include:

Leadership & People Management

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

Client Success & Delivery

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

Project & Program Management

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

Operations & Reporting

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

Cross-Functional Collaboration

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

Experience & Skills

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 workstreams.
• 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.

Work Environment

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.

About HCIM

Healthcare Information Management, Inc. (HCIM) is an intelligent robotic process automation (RPA) software company serving health plans, risk-bearing providers, and their management services organizations (MSOs). For nearly 25 years, HCIM has partnered with healthcare organizations to streamline operations, increase efficiency, and improve accuracy — all with proven ROI.

Our flagship product, SymKey, uses intelligent automation to execute complex administrative workflows, processing manual tasks up to 8x faster than staff with 100% accuracy 24x7. This allows healthcare teams to focus on higher-value activities while reducing costs and improving service quality. What sets HCIM apart is the deep industry expertise behind our solutions — our products are designed and delivered by professionals who understand the real-world operational challenges healthcare organizations face.

The U.S. healthcare system is at an inflection point. A looming shortage of physicians, increasing regulatory burdens, and rising administrative complexity are putting immense pressure on payers and providers. In this context, HCIM’s mission is more urgent than ever: to empower healthcare organizations with software that drives operational efficiency and streamlines workflows, allowing our clients to focus on what matters most – improving patient care.