RemoteEngine
Website:
remoteengine.co
Job details:
Location: Bengaluru
Work mode: Hybrid
Type: Full time
Experience: 10–15 years
Key Skills: Global Operations Leadership, Customer Implementation & Onboarding, Go-Live & Stabilization Management, 24×7 Service Operations, Incident & Escalation Management, Workforce & Capacity Planning, SLA & Ticket Management, Process Design & Standardization, Cross-Functional Stakeholder Management, Risk Management, People & Team Leadership, Performance & KPI Management, Customer Communication, Operational Reporting & Analytics, Healthcare SaaS Operations.
VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.
The Senior Manager – Global Customer Implementation & Service Operations will build and lead the global operational function responsible for Customer implementation and onboarding, Go-live management and post-launch stabilisation and Round-the-clock service coordination and ticket control
The role will ensure that every clinic moves from signed agreement to stable live operation through a controlled, repeatable and customer-friendly process.
The Senior Manager will also establish a centralized 24×7 service-control operation that acts as the single customer-facing coordination layer for support requests, incidents and escalations.
This position is responsible for operational ownership and customer coordination. Technical issues will be resolved by Forward Engineering, while data, clinical, quality and product-related matters will be directed to their respective resolver teams.
What you'll do
- Build a scalable global Customer Implementation and Service Operations function for the United States, APAC and future European markets.
- Establish one global operating standard while accommodating regional requirements, languages, channels, time zones and regulatory considerations.
- Define clear accountability between: Implementation and onboarding, Go-live stabilization, Service coordination and ticket control, Customer Success, Forward Engineering, Data Operations, Clinical Operations and Quality, Product Management
- Maintain one global customer-facing support entry point, supported by regional and functional routing behind the scenes.
- Own the end-to-end implementation framework from Sales handover through customer readiness.
- Establish standardized processes for: Sales-to-Operations handover, Clinic requirement collection, Data and content readiness, Product and workflow configuration, Website deployment coordination, Routing and notification setup, User acceptance testing, Customer training, Go-live approval
- Ensure implementation plans have clear owners, timelines, dependencies, risks and escalation paths.
- Review implementation readiness before authorizing customer go-live.
- Manage simultaneous clinic implementations without compromising service quality.
- Establish a structured go-live command and stabilization process.
- Define enhanced monitoring requirements for newly launched clinics.
- Ensure all launch issues are documented, prioritized, routed and tracked.
- Review daily launch health during the stabilization period.
- Define criteria for transferring a clinic from implementation into business-as-usual operations.
- Ensure recurring implementation defects are converted into process, product or configuration improvements.
- Establish and maintain a continuously staffed global service-control operation.
- Ensure at least one qualified specialist is actively responsible for customer request monitoring during every shift.
- Define severity classifications, acknowledgement targets, routing rules and escalation protocols.
- Ensure Service Operations remains the single communication owner for customer-facing cases.
- Coordinate technical incidents with the 24×7 Forward Engineering team.
- Coordinate non-technical cases with Data Operations, Clinical Operations, Quality, Product and Customer Success.
- Ensure timely customer updates are provided throughout major incidents.
- Act as the senior operational escalation owner for high-impact customer issues.
- Establish incident command procedures for critical service failures.
- Ensure the appropriate resolver teams are mobilized based on severity and business impact.
- Define escalation paths for: Production and infrastructure incidents, Incorrect clinic information, Clinical or response-safety concerns, OD quality concerns, Routing or notification failures, Customer dissatisfaction, Product enhancement requests
- Ensure root-cause analysis and corrective actions are completed for major incidents.
- Prevent parallel or conflicting communication between customers and internal resolver teams.
- Determine staffing requirements based on: Number of live clinics, Implementation pipeline, Ticket volumes, Regional coverage, Go-live schedules, Service-level commitments
- Design a reliable 24×7 roster covering weekdays, weekends and holidays.
- Ensure adequate leave, training and absence coverage.
- Plan capacity separately for implementation work and continuous service-control responsibilities.
- Work with Workforce Management to forecast future hiring requirements.
- Develop the function from a centralized India-based hub toward a follow-the-sun model when business volume justifies it.
- Recruit, onboard and develop Implementation and Service Operations professionals.
- Establish competency frameworks, role certifications and progression paths.
- Build team capability in: Healthcare SaaS implementation, Customer communication, Incident coordination, Ticket classification, Process documentation, Global and cross-cultural communication
- Conduct regular performance reviews, coaching and succession planning.
- Develop future Service-Control Leads and Regional Implementation Leads.
- Own implementation playbooks, go-live checklists, ticket-control SOPs and escalation matrices.
- Work with Product and Technology teams to develop the customer portal and ticketing workflows.
- Ensure each case captures: Clinic and region, Customer tier, Request category, Severity, Affected workflow, Assigned resolver team, SLA status, Customer communication history, Resolution and closure details
- Ensure formal shift handovers are completed without loss of context or ownership.
- Maintain audit-ready documentation and operational records.
- Establish dashboards covering implementation, stabilization, service and incident performance.
- Present operational risks, capacity needs, customer escalations and improvement priorities to leadership.
- Use trend analysis to identify repeated product, process, data or training issues.
What we're looking for
- Bachelor’s degree in Business, Operations, Technology, Healthcare Management or a related discipline.
- Approximately 10–15 years of experience in customer implementation, SaaS operations, service delivery, technical support operations or customer operations.
- At least 4–6 years of experience leading teams and managers.
- Demonstrated experience building or scaling a 24×7 global or regional service operation.
- Experience managing enterprise customer implementations and go-lives.
- Strong understanding of ticketing platforms, incident management, SLA governance and escalation structures.
- Experience working with Product, Engineering, Data, Customer Success and Commercial teams.
- Healthcare, medtech, health-tech or regulated-industry experience is strongly preferred.
- Experience supporting North American and APAC customers is preferred.
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