Vice President, Platform Operations

Vice President

Vice President, Platform Operations

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Job Category: Product
Requisition Number: VICEP018277

The Opportunity

We're seeking a Vice President, Platform Operations to join our executive team and help shape the future of healthcare technology. In this role, you’ll lead the execution of our core product and customer success functions, ensuring operational excellence and impactful delivery across the SoftWriters platform.

• Location: Remote 
• Reports to: President, SoftWriters

What You'll Do

Product & Release Management

• Lead the Core Product Management organization, ensuring roadmap clarity, prioritization, and execution discipline

• Drive Release Management excellence, orchestrating cross-functional readiness, quality, and customer adoption

• Implement standardized processes for product lifecycle management and release governance

Customer Success Functions

• Lead Implementation Services to deliver seamless onboarding experiences that accelerate time-to-value

• Oversee Learning & Development to create scalable training and certification programs for customers and partners

• Manage Technical Account Management to drive adoption, proactive issue resolution, and ongoing value delivery

• Scale Professional Services offerings to support customer needs for optimization, integrations, and consulting engagements

Leadership & Strategy

• Develop and execute a unified Platform Operations strategy that aligns product execution with customer success outcomes

• Build and mentor a high-performing leadership team across product and customer functions

• Establish metrics and KPIs that measure execution discipline, release quality, adoption, and customer satisfaction

• Partner closely with peers across Product Innovation, Engineering, Sales, and Support to ensure aligned delivery

• Serve as a senior executive voice with strategic customers and partners, reinforcing trust and thought leadership

What We're Looking For

Required:

• 15+ years of progressive leadership experience in operations, with proven responsibility for project management and/or customer success functions

• Deep domain expertise in Long-Term Care Pharmacy operations

• Demonstrated success in leading cross-functional product execution and customer-facing delivery organizations

• Experience scaling professional services, training/education, or implementation functions in a SaaS or enterprise software context

• Track record of driving operational rigor and measurable improvements in release management, adoption, and customer outcomes

• Strong executive presence, communication, and influencing skills

• Strategic mindset combined with hands-on execution capability

• Bachelor’s degree required; MBA or advanced degree preferred

Preferred:

• Experience working with AI-native or healthcare technology platforms

• Familiarity with enterprise software development cycles and agile methodologies

• Background in customer journey mapping and experience design

Why You'll Love Working Here

Meaningful Work: Your leadership directly impacts patient safety and pharmacy operations across the healthcare system.

Modern Work Environment: Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Work-Life Balance:

• Hybrid work policy with flexible hours

• Remote-Work Bank for additional flexibility

• Paid parking provided

• PTO day on your birthday

• Floating holidays

Comprehensive Benefits:

• Competitive salary and equity participation

• 100% paid parental leave

• 401(k) with company match

• Robust healthcare coverage

• Executive coaching and leadership development

Growth-Focused Culture:

• Continuous learning and development opportunities

• Cross-functional collaboration

• Clear career advancement paths

• Conference and training budget

Our Values in Action:

• Innovators, Thought Leaders, Teachers: We invest in your growth and encourage knowledge sharing

• Accountability and Ownership: Take initiative, own outcomes, celebrate wins

• Customer-Centric: Direct connection to the pharmacies and patients we serve

• Unyielding Integrity: Ethical decision-making in everything we do

• One Team, Family Spirit: Collaborative environment where everyone's success matters

Ready to Apply?

Join a team where your leadership has meaningful impact. We're looking for someone who's excited about healthcare technology and ready to grow with a dynamic, mission-driven company.

SoftWriters, Inc., is an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran status.

 

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