Deep Dive

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Leading Projects

Managing People

Managing a Business Unit

Training Resources

Running a Business

Managing a Business Unit

Business Unit Leadership

  • Setting the strategic direction and annual goals for the business unit

  • Managing P&L and reporting on unit financial performance

  • Building and presenting business reviews to executive leadership

  • Identifying growth opportunities within the existing client base

  • Representing the business unit in company-wide planning and prioritization

Client Portfolio Management

  • Overseeing relationships across a portfolio of ~300 hospital clients

  • Serving as escalation point for major client issues

  • Monitoring overall client health and satisfaction across the portfolio

  • Ensuring consistent service delivery standards across all accounts

  • Managing contract terms for new and renewal clients

Implementation Oversight

  • Overseeing the full implementation lifecycle for new hospital clients

  • Ensuring implementations were delivered on time, on budget, and to scope

  • Standardizing implementation methodology and playbooks

  • Managing resource allocation across concurrent implementation projects

  • Reviewing and approving project plans for complex or high-risk clients

Maintenance & Upgrades

  • Planning and coordinating software upgrades across the client base

  • Managing upgrade schedules to minimize disruption to hospital operations

  • Overseeing regression testing and quality assurance processes

  • Communicating upgrade timelines and impacts to clients

  • Coordinating with the product/engineering team on release readiness

Ongoing Support Operations

  • Overseeing the support function and ensuring SLA compliance

  • Monitoring ticket volume, resolution times, and client satisfaction metrics

  • Escalation management for critical or high-priority support issues

  • Driving continuous improvement in support processes and tooling

  • Ensuring adequate staffing and coverage for support operations

Regulatory Submission Tracking

  • Overseeing the tracking and management of regulatory submissions for hospital clients

  • Ensuring clients met regulatory deadlines (e.g., CMS, Joint Commission, state-level requirements)

  • Coordinating with internal teams to resolve submission errors or failures

  • Staying current on regulatory changes and ensuring the platform and processes reflected them

  • Serving as a subject matter resource for clients navigating compliance requirements

People Management

  • Hiring, developing, and retaining staff across the business unit

  • Setting performance expectations and conducting reviews

  • Building a culture of accountability and client focus

  • Managing headcount planning and workforce forecasting

Process & Operations

  • Developing and standardizing operating procedures across the unit

  • Identifying and eliminating bottlenecks and inefficiencies

  • Implementing tooling and systems to improve visibility and execution

  • Building scalable processes to support growth in the client base

Financial Management

  • Tracking revenue and margin performance

  • Forecasting resource needs based on client pipeline and renewals

  • Identifying cost-saving opportunities without compromising service quality

Cross-Functional Collaboration

  • Partnering with Product and Engineering on the roadmap based on client needs

  • Working with Sales on new client pursuits and contract negotiations

  • Coordinating with Legal and Compliance on regulatory matters

  • Collaborating with Finance on billing, invoicing, and reporting

Reporting & Analytics

  • Building and reviewing dashboards on unit performance metrics

  • Reporting on client health, support trends, and delivery outcomes

  • Using data to drive decisions on staffing, prioritization, and process changes

  • Presenting operational metrics and strategic updates to leadership

Leading Training for New Hires

Program Design & Strategy

  • Designing the end-to-end new hire onboarding experience

  • Defining 30/60/90-day plans and success milestones

Logistics & Coordination

  • Managing system access setup

  • Coordinating with IT, HR, and department heads

  • Scheduling orientation sessions and introductory meetings

  • Maintaining onboarding checklists and timelines

Training & Enablement

  • Facilitating product training

  • Creating role-specific training curricula

  • Building self-serve onboarding portals or wikis

  • Running Knowledge Transfers

  • Developing recording process to save time on future hires

  • Rewriting learning materials to increase comprehension

  • Designing documentation that is useful as a reference after training is over

Culture & Integration

  • Introducing new hires to team norms and communication practices

  • Pairing new hires with buddies or mentors

  • Organizing social events to accelerate belonging

Cross-Functional Collaboration

  • Partnering with managers to align on role expectations

  • Collaborating with department leads to keep content current

Measurement & Iteration

  • Gathering new hire feedback via surveys

  • Identifying gaps and continuously improving the program

Team Leadership

  • Managing onboarding coordinators or Learning & Development specialists

  • Scaling the program during periods of rapid hiring

Managing People

Hiring & Onboarding

  • Submitting and tracking job requisitions (Workday)

  • Interviewing and selecting candidates

  • Onboarding new hires and facilitating their ramp-up

  • Setting up new hires with appropriate tools and access

Day-to-Day People Management

  • Conducting regular 1:1s and team meetings across time zones

  • Managing a distributed team (in-office, remote, and traveling consultants)

  • Setting clear expectations and priorities across different work arrangements

  • Coaching and developing team members

  • Addressing performance issues and conflicts

Performance Management

  • Writing and delivering performance reviews (Workday)

  • Setting and tracking goals/Objectives and Key Results (OKRs) tied to project and client outcomes

  • Providing ongoing feedback and recognition for remote and traveling staff

  • Managing performance improvement plans (PIPs)

Scheduling & Workforce Management

  • Managing team schedules across multiple client sites and time zones

  • Coordinating travel schedules and on-site staffing needs

  • Approving time-off requests (Workday / PeopleSoft)

  • Balancing project staffing demands with employee availability and workload

  • Monitoring utilization rates for billable consultants

Travel & Expense Management

  • Approving travel requests and expense reports

  • Ensuring compliance with company travel policies

  • Coordinating with project managers on staffing and travel needs

Compensation & HR Administration

  • Participating in compensation planning and merit cycles (Workday)

  • Writing performance reviews

  • Holding performance review meetings

  • Submitting pay changes, promotions, and title adjustments

  • Managing employee data and org changes (PeopleSoft)

  • Running workforce reports and headcount tracking (MyBI)

Compliance & Policy

  • Ensuring team adherence to company policies across remote and client-site environments

  • Completing required HR compliance tasks and trainings

  • Documenting disciplinary actions appropriately

Team Development

  • Identifying training and development needs for consultants at varying skill levels

  • Supporting career pathing and internal mobility

  • Facilitating certifications or technical skill development relevant to client projects

  • Building team culture and cohesion across a dispersed workforce

Communication & Visibility

  • Keeping remote and traveling consultants connected to company culture and updates

  • Serving as the bridge between consultants in the field and internal leadership

  • Advocating for team members' needs and surfacing field feedback to leadership

Leading Projects

Project Planning & Management

  • Defining project scope, timelines, and deliverables

  • Building and managing project plans (Gantt charts, task boards, etc.)

  • Resource planning and allocation across projects

  • Managing project budgets and tracking costs

Client Management

  • Serving as the primary point of contact for clients

  • Conducting kickoff meetings and setting expectations

  • Leading regular status calls and steering committee meetings

  • Managing scope creep and change requests

  • Building long-term client relationships beyond the initial project

Implementation

  • Gathering and documenting business and technical requirements

  • Configuring or overseeing configuration of the software

  • Coordinating data migration and system integrations

  • Managing UAT (user acceptance testing) with the client

  • Overseeing go-live planning and execution

  • Hypercare support immediately post-launch

Cross-Functional Coordination

  • Coordinating between client stakeholders and internal technical teams

  • Managing third-party vendors or partners involved in the project

  • Escalating issues to the right internal owners and resolving blockers

Risk & Issue Management

  • Identifying project risks early and building mitigation plans

  • Managing and resolving issues that arise during implementation

  • Keeping stakeholders informed during escalations

Documentation

  • Producing project charters, SOWs, and status reports

  • Documenting configurations, workflows, and decisions

  • Creating handoff documentation for the support team post-implementation

Support Transition & Ongoing Work

  • Transitioning clients from implementation to steady-state support

  • Defining SLAs and support processes

  • Contributing to post-mortems and lessons learned

Team Leadership (if managing others)

  • Mentoring junior project managers or implementation consultants

  • Contributing to internal process improvements and methodology

  • Onboarding new team members to tools and practices

Email

Operations & Management

  • Overseeing day-to-day operations

  • Vendor and supplier management

  • Inventory management

  • Process development and improvement

  • Machine setup

  • Machine acquisition

  • CNC machine programming

Finance

  • Budgeting and financial planning

  • Bookkeeping / accounts payable & receivable

  • Tax preparation and compliance

  • Pricing strategy

Sales & Marketing

  • Customer acquisition and retention

  • Social media management

  • Email marketing

  • Brand development

  • Designing solutions to fit requirements

HR & Team Management

  • Hiring, onboarding, and training staff

  • Scheduling and payroll

  • Performance management

Customer Relations

  • Customer service and conflict resolution

  • Building long-term client relationships

  • Gathering and acting on feedback

Legal & Compliance

  • Business licensing and permits

  • Contract drafting and negotiation

  • Ensuring regulatory compliance

Strategy

  • Setting business goals and KPIs

  • Market research and competitive analysis

  • Product or service development

Leading Projects

Here are common tasks associated with running an implementation project at a software company with mixed remote and onsite delivery, using SharePoint and Jira:

Project Initiation

  • Defining project scope, goals, and success criteria

  • Developing the project charter and statement of work (SOW)

  • Conducting kickoff meetings (remote or onsite)

  • Setting up SharePoint project sites and document libraries

  • Establishing communication norms and cadences for a mixed team

Project Planning

  • Building detailed project plans with milestones and dependencies in SharePoint

  • Identifying which phases required onsite presence vs. could be done remotely

  • Planning and coordinating travel logistics for onsite events

  • Resource planning and assignment across project phases

  • Risk identification and mitigation planning

  • Researching client and area specific information to build client trust

Requirements & Discovery

  • Facilitating discovery workshops (onsite or remote)

  • Gathering and documenting business and technical requirements

  • Conducting stakeholder interviews across departments

  • Storing and managing requirements documentation in SharePoint

Solution Design

  • Leading design sessions and workshops with client and internal teams

  • Documenting configurations, workflows, and decisions in SharePoint

  • Managing design change requests and version control in SharePoint

Configuration & Build

  • Overseeing software configuration by technical team members

  • Tracking build progress against project plan

  • Managing integrations and data migrations

  • Coordinating with third-party vendors when applicable

Testing

  • Developing test plans and test scripts stored in SharePoint

  • Coordinating system integration testing (SIT)

  • Leading user acceptance testing (UAT) with client teams (often onsite)

  • Logging and tracking defects in Jira or Sharepoint

  • Managing defect resolutions in Jira

Training

  • Developing training plans and materials hosted in SharePoint

  • Facilitating remote and onsite training events

  • Managing train-the-trainer programs

Go-Live Planning & Execution

  • Developing the go-live readiness checklist

  • Coordinating cutover planning and execution (typically onsite)

  • Managing war room operations during go-live

  • Communicating go-live status to stakeholders in real time

Post-Go-Live & Support Transition

  • Leading hypercare support in the days/weeks following launch

  • Leading support of passive solution for a defined period following go-live

  • Transitioning support tickets into Jira for ongoing tracking

  • Defining Service Level Agreements (SLAs) and ticket prioritization in Jira

  • Transitioning the client from project team to support model

  • Conducting project closeout and lessons learned sessions

Stakeholder & Client Management

  • Running regular status meetings and steering committee updates

  • Producing and sharing status reports via SharePoint

  • Managing client expectations around timeline, scope, and budget

  • Escalating and resolving issues with client leadership

Team Coordination

  • Managing internal team members across remote and onsite arrangements

  • Using Jira to assign tasks, track progress, and manage blockers

  • Coordinating handoffs between remote and onsite team members

Documentation & Reporting

  • Maintaining project documentation and decision logs in SharePoint

  • Managing the RAID log in SharePoint

  • Producing weekly status reports

  • Archiving project artifacts at closeout in SharePoint

  • Running Jira reports on ticket volume, resolution time, and backlog

Software

Training