General Manager, Operations - #740644

Therapy Brands


Date: 01/14/2022 21:30 PM

City: Blue Mounds, Wisconsin

Contract type: Full Time

Work schedule: Full Day

Make a difference by contributing to an industry and company helping others! Therapy Brands and our family of companies offer an exciting opportunity to make an impact in the mental, behavioral, applied behavioral analysis, rehabilitation and substance abuse spaces. We are industry leaders of end-to-end practice management, electronic health record (EHR) and revenue cycle management technologies and our customer-focused solutions drive user satisfaction through increased provider and patient engagement. Our customers are at the epicenter of everything we do and are the motivation behind our mission of serving the underserved. In short, we’re helping providers deliver better patient outcomes and experiences across the country.


We’re serious about team member well-being and lifelong learning. That’s why we are proud to offer the following employee benefits including but not limited to:

  • Unlimited paid time off for eligible employees, including 11 paid company holidays and 4 paid community service days (one per quarter), including a celebration of World Mental Health Day
  • Generous Maternity and Parental Leave Plans
  • Comprehensive medical, dental and vision insurance available on day one
  • Critical illness, hospital indemnity and accident insurance options
  • Additional optional benefits including pet insurance, legal services and financial services
  • 401K with generous employer matching
  • Engaging Employee Assistance Program, available with 24/7 services for our employees
  • We strive for meeting-Free Fridays and offer Thrive Thursdays with speakers focused on the lifelong learning and well-being of our employees


For more information, visit us: https://www.therapybrands.com/


BRIEF STATEMENT OF THE PURPOSE OF THIS POSITION



The General Manager, Operations is accountable for the P&L, day to day operations, customer engagement, and cross segment alignment. As an exceptional leader, this role works directly with the segment EVP, segment Strategy VP, & cross functional leaders to help execute the company’s business strategy. This experienced leader must be able to effectively collaborate and mentor at all levels and ensure resource allocations are in line with operational priorities and Therapy Brands’ organizational goals.


PRIMARY RESPONSIBILITIES OF THIS POSITION

  • Influence and shape ongoing operational strategy and tactics to maximize organizational growth and performance against goals


Within the scope of assigned product / service / brands, the General Manager, Operations will:

  • The GM Operations is accountable for the P&L Cost Management and efficiencies
  • Drive cross segment alignment and provide leadership in all operational matters related to the segment team; shape the culture and foster strong team performance and morale.
  • Serve as executive leader over customer success initiatives including customer proactive engagement strategies, customer risk mitigation, and implementation execution.
  • Work closely with customer support and development teams to ensure clients value realization with the technology
  • Work with VP/GM of Strategy and functional partners in sales, marketing, support, and product development to ensure day-to-day operations and processes alignment with brand goals and strategy
  • Plan – Execute – Measure – Ensure all compliance and regulatory requirements are met and act iteratively towards mitigating business risk
  • Identify and ensure performance against KPI’s and deliverables critical to achieving budgetary goals & aspirational strategy including:
  • Measurement of customer value delivered (e.g., usage, engagement, etc.)
  • Days Sale Outstanding (DSO), efficiency and effectiveness of customer onboarding and implementation process
  • Customer experience and service measures including (Net Promoter Score, Customer Satisfaction, First call resolution rates, etc.)
  • Customer Churn à Identify controllable churn in the context of LTV / CAC & create successful retention programs.
  • Measurement of receivables performance and bad debt ratio
  • Process efficiencies measures and EBITDA growth


EDUCATION AND EXPERIENCE NEEDED FOR THIS POSITION


Minimum: Bachelor’s Degree required

  • Experience in the healthcare technology industry- preference includes background in SaaS delivery to the SMB market
  • Strong communication and leadership skills with the ability to motivate a team
  • Strong analytical skills
  • Driven to make a positive impact on the people and culture within your brand(s) and organization


SKILLS AND QUALIFICATIONS REQUIRED FOR THIS POSITION

  • 10 years of operational and leadership experience
  • Track record of impacting and scaling high growth brands

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