(Canada) Customer Operations Launch Manager

About the role

This position is responsible for leading customer operations launch projects for market-ready healthcare solutions. The role coordinates cross-functional mobilization and reports directly to the Manager, Customer Care Launch. You will manage the end-to-end execution of launch initiatives, ensuring that customer operations strategies are clearly defined and supported by the appropriate tools. This involves close collaboration with product leaders and cross-functional teams to maintain alignment on timelines and objectives. The position is specifically supporting a contract that covers maternity leave from August 2026 to August 2027. You will bring structure and business acumen to navigate ambiguity and influence partners across the organization.

Key facts

What you'll do

Project teams define customer operations strategies and tools to support multiple healthcare solution launches.

You will analyze current workflows to identify gaps and design optimized processes that support new product introductions.

Launch projects are managed from early access pilots through commercial availability with a focus on operational readiness.

You will engage business stakeholders through structured execution that relies on SaaS new product introduction experience and project management skills.

Cross-functional partnerships are built and influenced to navigate ambiguity while applying strong business acumen.

You will utilize data and feedback loops to refine customer operations processes during and after launch phases.

The role requires synthesizing requirements from various teams into clear operational frameworks and documentation.

You will ensure that timelines, dependencies, and objectives are consistently tracked and communicated to all stakeholders.

This position leverages project management methodologies to drive successful adoption of healthcare solutions by customers.

You will act as the operational liaison between technical teams and customer-facing functions to ensure seamless rollout.

Requirements

The posting states a bachelor's degree requirement. A degree is required as stated in the listed degree requirement.

The role requires SaaS new product introduction experience, project management skills, and business acumen.

Candidates demonstrate organization skills to influence the business and navigate ambiguity.

You must possess the ability to manage multiple priorities in a fast-paced, dynamic environment.

Strong written and verbal communication skills are essential for collaborating with cross-functional stakeholders.

You should have a proven track record of working with SaaS products and understanding of new product adoption cycles.

The candidate must be able to work within the Mississauga location and adhere to the hybrid model expectations.

Practical notes

This role is based in Mississauga under a contract covering maternity leave from August 2026 to August 2027.

The position involves limited travel and remote flexibility as part of PointClickCare's hybrid model.

Typical interview steps

Data interviews commonly include a SQL or coding exercise, a statistics question, and a case study.

Candidates may be asked to design a metric, interpret an experiment, or build a small model.

Some companies give a take-home analysis.

Expect questions about past projects and the business impact of your work.

Interviewers often evaluate how you communicate uncertainty and business impact, not only the math.

Bringing a clean write-up of a past analysis to the interview is well received.

Good to know

The company focuses on AI-augmented workflows, reinvestment in research and development, and recognition for corporate culture.

Tools common to health tech roles include data platforms, integration marketplaces, and AI-enabled collaboration suites.

Professionals in such roles maintain compliance, manage cross-team dependencies, and refine processes through iterative feedback.

Clear communication and structured execution support success in technology-driven healthcare environments.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works.

Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable.

Questions about the manager's priorities are especially valued.

Career growth

Data careers grow toward senior analyst, staff data scientist, or data engineering lead.

Many professionals specialize in machine learning, analytics, or infrastructure.

Cross-functional work with product and engineering teams becomes more important at senior levels.

The field changes quickly, so continuous learning is part of the job.

Professionals who can translate numbers into decisions tend to advance fastest.

About the company

, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office.