Manager of Services

Job Description:

Job Title: Manager of Services

Reports to: Head of Services and Delivery

FLSA Status: Exempt

Job Summary

The Manager of Services is responsible for leading the customer onboarding team and ensuring successful deployment of AI solutions for customers. This role oversees implementation operations, manages team performance, and drives continuous improvement in delivery methodologies and customer outcomes. The Manager of Services supervises, coaches, and mentors services resources while maintaining high standards of customer satisfaction, on-time delivery, and time-to-value metrics.

Essential Duties and Responsibilities

• Manage day-to-day operations of the implementation team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
• Oversee customer onboarding projects from kickoff through go-live, including solution scoping, technical configuration, data integration, user training, and adoption activities.
• Monitor project pipelines and resource allocation to optimize delivery timelines and team utilization.
• Ensure proper escalation procedures are followed for complex implementations requiring product engineering or executive support.
• Maintain high standards of customer satisfaction through quality delivery and proactive communication.
• Coordinate seamless handoffs between Sales, Implementation, Support and Customer Success teams.
• Supervise, coach, and mentor project managers and technical specialists and coordinate closely with clinical consultant leadership and resources.
• Conduct regular performance evaluations, providing constructive feedback and development plans.
• Lead recruitment efforts and onboarding of new team members.
• Foster a culture of customer obsession, technical excellence, and continuous learning.
• Provide ongoing training to ensure team proficiency in AI solution deployment, integration methodologies, and customer engagement skills.
• Manage capacity planning and workload distribution across concurrent customer implementations.
• Implement and maintain standardized methodologies for customer onboarding, from sales handoff through successful go-live and transition to Customer Success.
• Develop and enforce implementation playbooks, templates, and best practices.
• Monitor quality of customer implementations through project reviews, customer feedback analysis, and adoption metrics tracking.
• Identify opportunities for process improvements, automation, and self-service capabilities to enhance efficiency and reduce time-to-value.
• Ensure accurate documentation of implementation patterns, customer configurations, and lessons learned in the knowledge base.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Bachelor's degree in Computer Science, Engineering, Business, or related field; or equivalent professional experience (minimum 5-7 years in customer-facing technical roles)
• 5+ years of progressive experience in customer implementations, professional services, or technical consulting
• Experience managing complex B2B software implementations in enterprise environments
• Strong understanding of AI/ML concepts and enterprise software deployment methodologies
• Experience with project management tools and methodologies (Rocketlane, Jira, or similar)
• Familiarity with APIs, data integration, and cloud platforms (AWS, Azure, GCP)
• Proficient in Microsoft Office Suite and collaboration tools (Slack, Confluence, etc.)
• Experience in SaaS or technology companies, preferably during growth phases
• Demonstrated ability to build and sustain high-performance technical teams
• Strong coaching and mentoring skills with a track record of developing talent
• Ability to manage multiple complex projects simultaneously while maintaining quality standards
• Proven crisis management and customer escalation handling capabilities
• Excellent verbal and written communication skills with ability to engage both technical and business stakeholders
• Strong analytical and problem-solving abilities with data-driven decision making
• Customer-focused mindset with commitment to delivering exceptional experiences
• Flexibility to accommodate customer schedules across time zones as needed

• Technical background with hands-on experience configuring and integrating software solutions
• Experience with change management principles and user adoption strategies
• Experience scaling implementation operations in high-growth organizations

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Consistently adheres to the time management policies and procedures.
• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~10% of time).

Working Environment

Remote. This position requires domestic / international travel up to 10%.

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Pay Range: USD $90,000.00 - USD $130,000.00 /Yr.