Chief Operating Officer

Synthesis Health

Who We Are

We're a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration, and commitment to our core values and behaviors.

About the Opportunity

Synthesis Health is looking for a stellar Chief Operating Officer to provide strategic leadership, direction, and oversee the end-to-end operations and customer delivery process for the organization.

Key Responsibilities:

Operational Leadership

• Leads cross-functional teams to drive process improvement initiatives to enhance overall performance and customer experience.
• Conducts detailed situation analyses, outlines statements of work (SOW) with clear project scope and deliverables, monitors progress on projects, and provides input into areas of concern and direction or redirection to enhance achievement of project schedules, productivity goals, budgets, and quality.
• Advance and develop organizational tools and workflows to increase efficiency of designs, specification development, and project execution.
• Coordinates and systematically prioritizes the development of various processes and innovation efforts minimizing silos of systems, data, hand-offs and other touch points.
• Leads large and complex teams to isolate and solve root problems to meet key business needs.
  
  

Customer Service & Delivery

• Implements best practices for customer service to drive customer loyalty through proactive engagement.
• Oversees the management of the end-to-end implementation process for Synthesis customer deployments, including installations, system integrations (API), data migration, clear customer acceptance protocols, training, and go-live handover process.
• Leads and mentors the implementation team to ensure client expectations are achieved and implementations are completed on time and on budget.
• Communicates client concerns to the product and development teams. Reports to client company resolution to client issues.
• Develops and implements a customer feedback management system utilizing tools such as net promoter scores, collecting feedback across multiple channels (surveys, websites, social media, customer interactions), conducts usability tests to identify customer pain points, develop benchmark metrics to compare Synthesis product to industry standards.
  
  

Strategic Growth

• Collaborates with the c-suite leaders on key projects, including creating problem statements, project scoping, work planning, research and development, and presentation creation and delivery.
• Assesses multiple competing priorities and keeps teams focused on most important priorities to drive business impact.
• Utilizes a data driven analytical approach to identify key issues and potential solutions.
• Provides insights and feedback to product management to inform future product development.
  
  

Technical Management

• Develops and implements performance metrics and KPIs to measure the effectiveness of support services and identify areas for improvement.
• Manages the support budget, including forecasting, allocation of resources, and cost optimization.
• Manages the Quality Assurance (QA) team to improve product quality and reliability.
• Provides insights and recommendations to enhance the QA process and testing protocols.
• Leads the technical evaluation and selection process for improving performance by overseeing gap analysis studies, feasible alternative solutions, implementing automations, and recommending and/or approving the scope of modifications.
• Analyzes resource utilization and costs to find opportunities for optimization, such as adopting more cost-effective infrastructure solutions.
• Implements real-time monitoring systems and alerts to promptly identify and address any issues in the system's performance or security.
  
  

Management and Supervision

• Promotes and lives Synthesis' values and behaviors and supports a culture of learning, improvement, inventorship and innovation. Establishes a "safe space" for employees to experiment with new ideas. Develops ideas and encourages a free exchange of ideas across the organization.
• Promotes a culture of quality, integrity, teamwork, and collaboration across the organization.
• Identifies the human and capital resources required to optimize operations' efficiency and effectiveness. Develops metrics that align with corporate strategy to support resource requests.
• Responsible for the hiring, training, development, and performance management of employees within the department. Ensures employees receive the appropriate training and guidance to successfully perform their jobs.
  
  

About the Right Candidate

As Chief Operations Officer (COO) you will be an operationally focused, hands-on leader who can work at the strategic level. The COO will have a high level of integrity and dependability with a focus on producing results-oriented outcomes. You will be a creative problem solver and have the ability to exercise sound judgment and make decisions based on accurate and timely analyses. You will have a high level of emotional intelligence with the ability to lead and influence a diverse team during change, while maintaining cooperation, motivation, and cohesiveness. You can work in a fast-paced environment and juggle multiple projects with overlapping deadlines.

To be eligible for this position, candidates must be eligible to work in the United States or Canada. This position is not eligible for sponsorship.

Qualifications

• Bachelor's degree in operations, supply chain, business, computer science, strategy, or related field.
• 12 years of experience in radiology practice, technology development, and/or SaaS/Cloud remote operations.
  
  

Preferred Qualifications

• Master's degree in operations, supply chain, business, computer science, strategy, or related field.
• 5 years' experience in a Vice President or above role.
  
  

You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers.

Values:

• Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel.
  
  

Behaviors:

• Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
  
  

Compensation and Benefits

Compensation is paid in the currency of the country where the individual is hired. For this position, the salary range is $200,000 – $275,000.

Other benefits include but not limited to: Medical, Dental, Vision, "Use as needed" vacation policy, and participation in our employee option program.