Senior Operations Manager, Ambient Enterprise Infrastructure

About the role

This position is designed for an experienced operational leader who will focus on managing Ambient EHR integrations within our enterprise health system portfolio. You will play a critical role in coordinating efforts across multiple teams, including Engineering, Implementation Consultants, Customer Success, and client IT departments, to ensure seamless integration processes. Your primary responsibility will be to diagnose, troubleshoot, and resolve integration issues swiftly and effectively, maintaining high standards of operational excellence. The role involves overseeing the entire lifecycle of enterprise deployments, from initial setup and configuration to ongoing stabilization and support, ensuring that client systems are integrated reliably and efficiently. You will also be instrumental in developing workflows, documentation, and operational metrics to improve processes and support scaling efforts. This is a hands-on leadership role that requires a systems-oriented mindset, excellent communication skills, and a deep understanding of healthcare technology integrations.

Key facts

What you'll do

• Lead the management of the entire integration launch process for new enterprise deployments, overseeing all phases from initial setup, configuration, testing, to stabilization across more than 10 different EHR systems.
• Coordinate with internal teams and client stakeholders to verify provider and site information, ensure account configurations are correct, and monitor synchronization health across systems.
• Manage client-side dependencies such as network access, API credentials, and other technical requirements necessary for successful integration.
• Serve as the primary triage point for production-level integration issues, quickly diagnosing root causes - whether they stem from product bugs, configuration errors, or client environment issues - and ensuring resolution within established SLA timelines.
• Utilize internal issue tracking tools, including Linear, to log, prioritize, and track issues, as well as to develop dashboards and metrics that provide leadership with insights into enterprise sync rates, error trends, and operational performance.
• Develop, document, and maintain comprehensive workflows, runbooks, and playbooks for triage, launch, escalation, and troubleshooting procedures to standardize operational practices and facilitate knowledge sharing.
• Establish and maintain operational rhythms through regular reporting, including weekly executive status updates, SLA reviews, and cross-functional meetings to ensure alignment across teams and continuous process improvement.
• Collaborate with engineering teams to communicate recurring issues, provide detailed reproductions, and assist in root cause analysis to improve product stability and performance.
• Support customer success teams by providing technical guidance and escalation support for enterprise clients, ensuring high levels of customer satisfaction and trust.
• Participate in onboarding new clients and systems, ensuring all technical and operational requirements are met and documented thoroughly.
• Monitor ongoing integration health and performance metrics, proactively identifying potential issues before they impact clients, and recommending improvements to workflows and tools.
• Contribute to scaling efforts by refining operational procedures, automating repetitive tasks where possible, and supporting the onboarding of additional enterprise clients.

Requirements

• 8-10 years of experience in operations, preferably within healthcare technology or related fields, with a demonstrated ability to manage complex workflows involving multiple stakeholders.
• Proven track record of managing triage and escalation processes, including reproducing issues, isolating root causes, and providing detailed context to engineering teams for resolution.
• Strong documentation skills, with experience creating and maintaining runbooks, workflows, and operational procedures that others can follow independently.
• Excellent written and verbal communication skills, capable of providing clear updates to executives, internal teams, and client IT and clinical staff.
• A systems-oriented mindset with a humble approach, building trust through consistent follow-through, transparency, and effective communication about scope limitations.
• Ability to manage multiple priorities simultaneously, adapt to shifting project requirements, and work effectively under pressure.
• Experience working with cross-functional teams and coordinating efforts across diverse stakeholders in a healthcare environment.
• Strong analytical skills, with the ability to interpret system metrics, error logs, and performance data to inform operational decisions.
• Familiarity with healthcare IT standards and protocols, including API-based integrations, although deep technical implementation knowledge is not mandatory.

Nice to have

• Direct experience with ambient AI clinical documentation workflows or point-of-care technology deployments.
• Hands-on experience working with major EHR platforms such as Epic, Meditech Expanse, Athena, Cerner, eClinicalWorks, or oncology EMRs.
• Practical understanding of EHR integration fundamentals, including HL7, FHIR, REST APIs, token-based authentication, and common failure modes.
• Experience coordinating launches with enterprise health system IT teams, including navigating network access, firewall constraints, credentialing, and working with third-party vendors or template providers.
• Knowledge of healthcare compliance standards and security protocols relevant to enterprise integrations.
• Highly organized and capable of managing a complex portfolio of clients while proactively addressing shifting priorities and potential risks.

Skills & tools

• Linear for issue tracking and project management
• EHR integration standards such as HL7, FHIR, REST APIs
• Strong documentation and workflow development skills
• Basic familiarity with healthcare IT environments and protocols

Practical notes

All official communications from the company will originate from @commure.com email addresses. Employees are expected to adhere strictly to information security policies, including safeguarding assets and reporting any potential security risks or incidents to the information security office. These policies and commitments will be formally acknowledged upon hire and reviewed annually. The role involves on-site work at the Mountain View, CA office, and candidates should be prepared to work in this environment. The company values transparency, accountability, and a collaborative approach to operational excellence.

About the company

Commure is a healthcare technology company that provides an operating system for healthcare, enabling health systems to build and deploy applications on a unified platform.