Delivery Director

• Nov 2022 - Present

Customer Delivery Director

• Oct 2021 - Aug 2022

Directed and managed multiple disciplines under the customer delivery umbrella which included program managers, project managers, project coordinators, business analysts, clinical quality analysts, data engineers, and customer support technicians.Ensured cross-collaboration across multiple departments including product, development, solution engineering, sales, customer success, human resources, and finance to aid in process improvement and customer success.Developed employee engagement and performance content for employee quarterly check-ins, revamped all customer delivery team job descriptions and created role-based competencies.Created and launched the use of hiring rubrics and metrics to improve hiring consistency and practices.Vetted the hiring of high caliber managers and team members for the customer delivery team.Successfully managed budgets, time-tracking, and resource allocation to improve reporting metrics for finance.Consistently juggled multiple process improvement projects and strategic initiatives successfully to meet both company and department quarterly goals.Created and led informative and impactful monthly team meetings.Managed third party contracts and relationships.Built structure, trust, and respect with my customer delivery managers.

Application Manager

• Sep 2007 - Sep 2021

Responsible for the success of the application implementation and go-live.Responsible for growing, mentoring, and teaching application coordinatorsResponsible for building and maintaining customer relationships among diverse personalities in the perioperative spaces.Trusted to come in mid to late install to close out off-track projects successfully.Helped over 23 customers install OpTime and Anesthesia successfully.

Director of Implementation

• Dec 2006 - Sep 2021

Responsible for the success of the entire project implementation and go-live.Responsible for scoping, strategic planning, monitoring budgets, and coordinating multiple applications and teams.Responsible for managing, responding to, and resolving project escalations.Directed over four customers and multiple projects among those customers with successful adoption and implementations of Epic products.

Team Leader/Supervisor

• Feb 2010 - Jun 2021

Direct manager of up to thirteen project managers.Responsible for guiding their career path, organizing and providing feedback about their performance, keeping them engaged, and helping them grow into current and desired roles at Epic.Contribute to high level application direction setting, performance evaluation, customer staffing, and employee retention.

Development Liaison

• Apr 2017 - May 2019

Worked cohesively with Research and Development on short and long-term vision for the product.Responsible for creating more cross-role (technical services, quality assurance, implementation services, and R&D) collaboration to ensure application features meet operational needs.Responsible for coordinating strategic planning and prioritization of top development projects.

Application Customer Advisor

• Jul 2010 - Dec 2015

Responsible for providing application and project support to installing customers.Guided and taught application managers and analysts on managing successful projects and resolving escalations.Worked with and advised over 35 customers.

Application Pod Manager

• Jun 2008 - Jun 2010

Oversaw and managed over ten groups responsible for the direction setting of a variety of areas of the install.Improved processes, ensured deadlines were met, and quality deliverables were developed.

Application Coordinator

• Jun 2006 - Nov 2007

Primary project point person responsible for owning demonstrations, technical build, integrated testing, training and go-live.Managed the customer’s team to ensure the project was completed on time, on budget, and met the needs of the consumers.