Director of Operations | Customer Success

South Florida | Hybrid | English and Spanish required

$100-$125K with bonus and equity potential

This is a hybrid position in South Florida, with travel for clinic visits, customer launches, and team meetings as needed. The role has potential to advance to VP of Operations, depending on performance, team development, and company needs.

Experience with dialysis software, EHR/EMR, revenue cycle management, or healthcare SaaS is preferred. An established national dialysis network and experience in an early-stage or fast-growing technology company would also be valuable.

AlediumHR is recruiting for a growing healthcare technology company serving dialysis providers. We’re looking for someone with meaningful operations experience across multiple dialysis clinics who has helped teams implement new software.

You’ll work directly with the CEO to build the Operations and Customer Success function, owning the commitments made to customers and the team that delivers them. Your involvement begins during discovery and product demonstrations and continues through implementation, launch, and ongoing use.

This is a hands-on position in a fast-paced, startup-type environment. Processes are still being built. You’ll need to make practical decisions, manage competing priorities, and get directly involved when a clinic launch or customer relationship needs attention.

Setting customers up for a successful launch

• Join Business Development in discovery meetings and tailored product demonstrations. Understand how each dialysis organization operates and explain how the platform would fit its workflows.

• Review and approve proposed delivery commitments involving software capabilities, configuration, integrations, training, and timelines. Resolve gaps before promises reach the customer. Business Development owns commercial negotiations and closing.

• Lead implementation from the sales handoff through workflow mapping, configuration, staff training, readiness checks, go-live, and stabilization.

• Keep responsibilities and milestones clear across customer and internal teams. When an implementation falls behind, identify the problem and follow it through to resolution.

Building a delivery operation that can grow

• Lead and develop Customer Success and Implementation staff, establish expectations, and identify hiring and training needs.

• Create practical procedures, customer handoffs, and escalation paths that make delivery consistent across clinics.

• Track implementation progress, platform adoption, customer health, unresolved issues, and retention risks. Use the results to improve how the team works.

• Work with Product, Engineering, and billing teams to translate clinic needs into clear requirements and distinguish software issues from workflow or training gaps.

• Build relationships across the dialysis community and work with the CEO to strengthen connections with providers, suppliers, equipment manufacturers, and technology partners.

Dialysis operations and software implementation experience

Direct dialysis industry experience and operations responsibility across multiple clinics are required. A Regional Operations Director background is strongly preferred. You should understand how staffing, patient flow, documentation, compliance, inventory, and billing affect daily clinic performance.

Candidates must also bring:

• At least five years of relevant experience. Seven or more years is preferred.

• Full professional fluency in English and Spanish, including leading meetings, training users, writing clearly, and resolving customer issues.

• Hands-on experience with software onboarding or healthcare technology implementation through go-live and adoption.

• Experience leading or developing an operations, implementation, training, support, or customer-facing team.

• The ability to work effectively as priorities change and make decisions while processes are still taking shape.

Please apply for immediate consideration and interview.