Job Description

Head of Technical Operations

Miami Headquarters

eMed is transforming healthcare through technology, diagnostics, and enterprise wellness solutions. As we continue to scale nationally, we're looking for an operational leader who thrives on building systems, creating structure, and delivering exceptional customer experiences.

As the Head of Technical Operations, you'll own the operational journey after the sale—leading customer implementations, technical operations, onboarding, service delivery, and long-term customer success. You'll partner closely with our commercial, product, engineering, and clinical teams to build scalable processes that ensure every customer launches successfully and continues to realize value throughout their partnership with eMed.

This is a highly cross-functional executive leadership role focused on operational excellence, customer satisfaction, and building the infrastructure needed to support eMed's next stage of growth.

WHAT YOU'LL DO

• Lead all customer implementations, onboarding, and operational delivery to ensure successful, on-time go-lives
• Build scalable implementation methodologies, project management standards, and customer onboarding frameworks
• Own the technical path to implementation by partnering with Product, Engineering, Clinical Operations, and Customer Support
• Develop and maintain standardized operating procedures (SOPs) across implementation, integrations, customer support, and service delivery
• Build and lead the Customer Success organization, driving customer adoption, satisfaction, retention, and long-term partnership growth
• Monitor customer health metrics, operational KPIs, and implementation performance while proactively addressing risks
• Establish scalable customer support processes that grow alongside the business
• Partner closely with the Head of GTM Operations to ensure seamless transitions from sales to implementation and ongoing customer success
• Drive continuous improvement initiatives across customer-facing operations to improve efficiency, quality, and scalability
• Build and mentor high-performing operational teams while fostering a culture of accountability, execution, and customer obsession

QUALIFICATIONS

Required

• 8+ years of leadership experience in operations, implementation, customer success, service delivery, or related functions
• Proven success leading customer-facing operational teams within high-growth organizations
• Strong experience building scalable operational processes, SOPs, and implementation frameworks from the ground up
• Demonstrated ability to lead complex cross-functional initiatives involving Product, Engineering, Clinical Operations, Commercial, and Customer Support
• Excellent project management, organizational, and executive communication skills
• Strong analytical mindset with experience using operational metrics to drive business decisions

Preferred

• Experience in healthcare, digital health, diagnostics, or enterprise SaaS environments
• Familiarity with customer success platforms, implementation project management tools, and CRM systems
• Experience working alongside GTM Operations, Revenue Operations, or Commercial leadership in a high-growth organization
• Proven track record scaling operations through periods of rapid company growth

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401(k) with Company Match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short-Term & Long-Term Disability
• Training & Development
• Catered Breakfast & Lunch Daily, Snacks
• Wellness Resources