Description

At Relatient, we help healthcare organizations optimize patient access through AI-powered workflows, real-time automation, and flexible access tools. We are trusted by over 50,000 providers to modernize the patient experience and have been recognized by Forbes and Deloitte for our innovative and inclusive culture. 

Your Role at Relatient

We’re seeking a Head of Business Operations & Transformation to partner with the Chief Operating Officer and functional leaders in translating Relatient’s strategy into clear priorities, measurable initiatives, and executable plans.

This role will strengthen operating discipline, performance visibility, and cross-functional accountability across Customer Success, Implementation, Support, Access, and Advisory Services by connecting operational performance to customer outcomes, recurring revenue, financial results, and scalable growth.

 How You’ll Make an Impact:

• Partner with the COO to translate strategy and growth objectives into integrated operating priorities, plans, and measurable initiatives.
• Build the operating model, executive scorecard, KPI framework, dashboards, and governance needed to connect customer and operational performance to recurring revenue, margin, and financial results.
• Lead operating cadences and transformation reviews that surface performance gaps, clarify decisions, track actions, and reinforce accountability.
• Improve the end-to-end customer lifecycle by resolving cross-functional friction, establishing readiness standards, and addressing root causes of implementation delays, escalations, churn, and margin erosion.
• Improve implementation speed, predictability, quality, and economics through stronger visibility into contracted ARR, backlog, milestones, go-live dates, and revenue activation.
• Develop demand, capacity, workforce, productivity, and financial models that support resource and investment decisions.
• Prioritize and manage the COO organization’s transformation portfolio, resolving dependencies and tracking measurable operational and financial benefits.
• Advance the operational systems roadmap, data governance, automation, and AI-enabled capabilities across customer-facing platforms.
• Influence and align leaders across Sales, Finance, Product, Engineering, Talent & Culture, and other functions through clear communication and fact-based decision-making.
• Perform other duties as assigned.

What You Bring:

• Bachelor’s degree in business, operations, finance, engineering, healthcare administration, or a related field.
• 10+ years of progressive experience in business operations, SaaS or customer operations, transformation, strategy execution, professional services, consulting, or a related field.
• 5+ years leading senior-level teams, enterprise programs, or complex cross-functional transformations.
• Experience building operating cadences, KPI frameworks, dashboards, executive performance processes, and capacity or financial models.
• Strong understanding of SaaS business models, recurring revenue, customer lifecycle management, implementation, retention, and service delivery.
• Proven ability to translate strategy into execution, improve complex processes, influence senior leaders, and create accountability across functions.
• Strong analytical, strategic, change-leadership, and executive-communication skills, with the ability to bring clarity to incomplete data and rapidly changing situations.
• Preferred: Experience in healthcare technology or another regulated industry; a private-equity-backed or growth-stage company; or a strategic PMO, transformation office, or business-operations function.
• Preferred: Familiarity with customer-facing enterprise platforms, process-improvement methodologies, technology-enabled transformation, automation, or applied AI; MBA or relevant advanced degree.

What Success Looks Like:

• A consistent operating cadence, executive scorecard, and shared KPI framework provide visibility and accountability across the COO organization.
• Leadership has a reliable view of contracted ARR, implementation backlog, go-live timing, live ARR conversion, customer health, and operational risk.
• Operating reviews drive timely decisions, clear ownership, and stronger connections between operational activity, customer outcomes, and financial performance.
• Implementation speed, predictability, quality, customer readiness, adoption, retention, support performance, and professional-services economics improve.
• Demand, capacity, workforce, productivity, and financial models improve planning, forecast accuracy, and resource utilization.
• Transformation initiatives deliver measurable benefits, supported by a defined systems, data, automation, and AI roadmap.
• Specific goals will be documented by the manager during onboarding and beyond.

Mindset That Matter:

We always look for ways to grow and take pride in what we do. You'll thrive here if you:

• Act with purpose, focus, and accountability.
• Collaborate across teams and communicate clearly.
• Keep improving and automate what slows you down.

A Note on Travel:

• Travel Requirement: up to 20% to accommodate business needs.

Pay & Perks:

The salary range for this role is between $155,000-$250,000 per year. Final compensation depends on experience, skills, and location.

Benefits include (US):

• Medical, dental, and vision coverage
• Company-paid life and disability insurance
• HSA with employer contributions
• Employee Assistance Program (EAP)
• 401(k) with company match
• Unlimited PTO, 10 paid holidays, and paid parental leave

Equal Opportunity at Relatient: 

We’re building a team as diverse as the communities we serve. Relatient is proud to be an equal opportunity employer. If you need accommodation during the application process, just let us know.

 To learn more about our organization, visit www.relatient.com 

Ready to Join Relatient?

If you’re looking for work that matters and a team that makes it count, we'd love to hear from you!

To join our team, you must live in one of the following states where we’re authorized to hire: Alabama, Arkansas, Florida, Georgia, Indiana, Kentucky, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, and Texas.

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