Director of Operations
Shoreline Implementation and Operations Lead
Position Overview
The Implementation and Operations Manager is responsible for overseeing the successful deployment and ongoing management of Shoreline solutions while ensuring optimal operational efficiency. This role bridges technical expertise with healthcare industry knowledge to deliver exceptional client outcomes.
About Shoreline Health
We combine human expertise with AI to deliver transformative medical information directly from clinicians to patients via video to improve the healthcare experience and deliver measurable ROI.
Key Responsibilities:
Implementation Management:
- Lead end-to-end software implementation projects for healthcare clients, including planning, execution, and post-deployment support
- Develop and maintain project timelines, resource allocation plans, and budget tracking
- Coordinate with cross-functional teams including developers, operations, sales, product management, and leadership
- Configure software solutions according to client requirements and industry best practices
- Design and execute testing protocols to ensure system integrity and compliance
Operations Management:
- Oversee daily operations of Shoreline solutions
- Monitor system performance metrics and implement optimization strategies
- Develop and maintain standard operating procedures (SOPs) for system usage
- Manage incident response and problem resolution processes
- Ensure compliance with healthcare regulations including HIPAA
- Manage Shoreline operations team:
- Build rapport with customers and their care teams
- Help doctors film their own educational videos
- Train care teams to use Shoreline software
- Lead care teams through onboarding steps
- Provide ongoing support and guidance to care teams
Client Relations
- Serve as the primary point of contact for key stakeholders during implementation and ongoing operations
- Conduct regular client meetings to review project status and address concerns
- Provide training and support to client staff on software usage and best practices
- Document and communicate client requirements and feedback to internal teams
Team Leadership
- Manage and mentor implementation and operations team members
- Coordinate with external vendors and third-party service providers
- Lead process improvement initiatives and change management efforts
Required Qualifications
- Bachelor’s degree required. Preference for Healthcare Administration, Nursing, or related fields
- 5+ years experience in healthcare training or an actual healthcare profession (nursing, healthcare specialization, etc). And/or operations/implementation/training software experience working with healthcare clients (Hospitals, Medical centers, specialty medicine, etc).
- 1+ years experience in consumer video production and/or training development
- Demonstrated expertise in training, implementation or operations management preferred
- Based in the greater Salt Lake City area
Skills and Competencies
- Exceptional project management and organizational abilities
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to translate technical concepts for non-technical audiences
- Experience with change management and process improvement
- Leadership and team management capabilities
- Adaptability and ability to work in fast-paced environments
- Familiarity with video production techniques and technologies
Working Conditions
- May require occasional travel to client sites
- Remote work options available with periodic on-site requirements
Performance Metrics
- Successful completion of implementation projects within scope, timeline, and budget
- Client satisfaction ratings and feedback
- System uptime and performance metrics
- Team productivity and effectiveness
- Compliance audit results
- Process improvement outcomes