Role Summary

The Sr Manager, Customer Migration & Transformation is accountable for designing, industrializing, and scaling the end-to-end services delivery model for customer conversions to CLS. This role goes beyond execution - it builds a repeatable, system-driven conversion engine, ensuring predictable delivery, strong margins, and optimized customer experience. The role owns the migration delivery strategy, operating model design, capacity strategy, and customer lifecycle orchestration, partnering closely with Sales, Support, Product, Contracts, and Marketing within the CLS Conversion Program.

Key Responsibilities - Industrialized Delivery Model & Strategy

• Own the services conversion model across differing migration plays, ensuring right-fit delivery approaches by complexity and scale.
• Design and scale a standardized, industrialized delivery system for conversions to CLS, transitioning from bespoke execution to a repeatable, factory-based model.
• Define and maintain migration paths, playbooks, service scopes, and reusable assets by customer segment.
• Stand up and evolve a conversion factory / pod-based delivery model, optimizing for speed, quality, and cost efficiency.
• Own end-to-end capacity planning and demand modeling for conversion services across regions and functions.
• Design a blended global delivery model (onshore, offshore, and third-party partners) to optimize cost, scalability, and expertise.
• Actively manage utilization, margin, and delivery efficiency, ensuring strong financial performance while maintaining customer outcomes.
• Operate as the Services leader within the CLS Conversion Program governance model, ensuring alignment to program priorities.
• Define and manage delivery through clear KPIs and metrics, including:
  
  • Predictable delivery timelines
  • Margin improvement
  • Reduction in hyper care intensity
  • Increased reuse of tools and playbooks

Skills Needed to be Successful:

Delivery Leadership & Operating Model Expertise

• Systems thinking mindset with the ability to design scalable, repeatable service delivery models.
• Ability to translate delivery challenges into standardized processes, tooling, and automation solutions.
• Strong financial and operational acumen, including capacity modeling, margin management, and utilization optimization.
• Experience balancing customer experience, delivery speed, and cost efficiency in decision-making.

Cross-Functional Influence & Execution

• Ability to influence stakeholders and drive execution without direct authority across global teams.
• Strong executive communication and cross-functional leadership skills.
• Proven ability to enable, train, and drive adoption of standardized tools, templates, and processes.

Continuous Improvement & Performance Optimization

• Focus on reducing variability, cycle time, and manual effort through standardization and process discipline.
• Data-driven mindset with experience using KPIs and metrics to drive performance and continuous improvement.

AI & Automation Enablement

• Practical experience leveraging AI and automation to improve service delivery efficiency, including reducing manual effort and accelerating migration timelines.
• Ability to identify, evaluate, and implement AI-driven solutions (e.g., workflow automation, intelligent data mapping, predictive capacity planning).
• Experience embedding AI into delivery processes to improve consistency, quality, and cost-to-serve.
• Strong understanding of how to operationalize AI at scale (governance, adoption, and measurable ROI).

Required Experience & Skills

• 7 years of experience in professional services, implementation, or delivery leadership.
• Bachelor's Degree in Healthcare, Information Technology or a related degree or equivalent relevant work experience.
• Demonstrated success scaling enterprise services delivery models in software or healthcare environments.
• Proven experience leading global, offshore, and blended delivery organizations.
• Strong cross-functional leadership and executive communication capabilities.
• Experience building industrialized operating models, automation-driven delivery, and capacity frameworks.
• Customer-centric, commercially aware, and execution-focused leadership mindset.

Onboarding:

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment (Raleigh, NC / Tucson, AZ / Carmel, IN). This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

Benefits:

Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.

The starting pay range for a candidate selected for this position who is generally within the range of $125,000 - $160,000 for annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.

Physical Requirements:

• Work is performed in a normal office or setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer.
• Up to 50% travel may be required
• Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours
• Exposure to hazardous materials or various weather conditions
• Travel to client sites that can pose risk associated with healthcare organization
• May be required to follow customer location health and safety requirements

General Guidance:

This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing scope of accountability.

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Department Professional Services Locations USA Remote Remote status Fully Remote Employment type Full-time