Senior Operations Manager, Ambient Enterprise Infrastructure

About the role

This position is for an operational leader focused on Ambient EHR integrations within our enterprise health system portfolio. You will connect Engineering, Implementation Consultants, Customer Success, and client IT teams. Your primary responsibility is to diagnose and resolve integration issues quickly and effectively.

Key facts

What you'll do

• Manage the entire integration launch process for new enterprise deployments, from initial setup to stabilization, across more than 10 EHRs.
• Oversee account configuration, provider and site verification, sync health monitoring, and client-side dependencies like network access and API credentials.
• Act as the primary triage point for production integration problems, identifying root causes (product bugs, configuration issues, or client environment problems) and adhering to triage SLAs.
• Utilize internal tools, including Linear, to track issues and develop dashboards and metrics for leadership on enterprise sync rates and error trends.
• Design and document integration triage, launch, and escalation workflows into comprehensive runbooks and playbooks.
• Establish operational rhythms through weekly executive status reports, SLA reviews, and cross-functional meetings.

Requirements

• 8-10 years of experience in operations, preferably in healthcare technology, with a track record of managing cross-functional workflows that demand triage, judgment, and stakeholder alignment.
• Demonstrated ability to own triage and escalation processes, including reproducing issues, isolating root causes, and providing sufficient context for engineering.
• Strong inclination for documentation, thinking in systems, and creating runbooks that others can follow independently.
• Excellent written communication skills for executive updates, internal escalations, and client communications with health system IT and clinical teams.
• A systems-oriented and humble operator who builds trust through consistent follow-through and can clearly communicate when requests are outside supported scope.

Nice to have

• Direct experience with ambient AI clinical documentation workflows or point-of-care technology deployments.
• Hands-on experience with a major EHR platform 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 third-party template vendors.
• Highly organized and adaptable, capable of managing a complex multi-client portfolio while adjusting to shifting priorities and proactively managing upward.

Skills & tools

• Linear
• EHR integration (HL7, FHIR, REST APIs)

Practical notes

All official communications will originate from @commure.com email addresses. Employees must adhere to information security policies, protecting assets and reporting any potential risks to the information security office. These requirements will be attested to upon hire and annually.