Client Operations Director

Employment Status: Full-time
Office Hours: Monday, Tuesday, Thursday, Friday in office, Wednesday WFH option
Location: Boston, Massachusetts
Compensation: $150,000-200,000

Ketryx is on a mission to save and improve lives by making medical software and AI safe, secure, and reliable. We empower software teams building medical applications to create compliant, high-quality products that patients and providers around the world can trust. By automating the complex documentation and quality processes that traditionally slow innovation, we help teams build safer, more innovative medical software—faster.

As a leader in the emerging field of AI/ML in medtech, Ketryx is at the forefront of redefining how regulated software is built. To meet this moment, we’re building a world-class Client Operations team—and we’re looking for a Client Operations Director to help lead the way.

This is a critical role for both our company and our customers. You’ll lead from the front: owning executive relationships, building and mentoring high-performing teams, and helping our clients thrive in some of the most complex and high-stakes environments in the world. If you’re a deeply experienced, humble, and commercially sharp leader who thrives at the intersection of product, quality, and service—we’d love to meet you.

The role

As a Client Operations Director at Ketryx, you will serve as a senior leader in a fast-growing, mission-critical team. Your role is to help our customers thrive—by delivering exceptional outcomes, building trusted executive relationships, and leading a high-performing team of Client Operations Managers and Leads.

You’ll own a portfolio of complex, high-impact client engagements, guiding teams through the intersection of product, process, and regulatory change. After mastering the Ketryx platform and approach, you’ll hire, coach, and develop managers beneath you—establishing leadership depth and cultural strength across the organization.

This role is fundamental to achieving our ambitious goal of impacting over 20 million patient lives in 2024. It's also foundational to Ketryx’s long-term success: Directors are expected to operate with autonomy, precision, and care—serving as strategic thought partners, culture carriers, and potential successors to executive leadership.

About you

You are an experienced leader with a deep understanding of regulated industries and the critical role quality plays in building safe, reliable technologies. You’ve led high-performing teams, navigated complex client relationships, and helped organizations evolve without losing precision or care.

You think in systems, act with clarity, and bring energy to ambiguity. You’re commercially sharp and deeply service-oriented—comfortable in the boardroom, in the weeds, and everywhere in between. You’ve helped teams grow not just in output, but in maturity. People trust you because you hold the bar and because you care.

You see regulation as a promise, not a burden. You know how to help others thrive in high-stakes environments. And you’re looking for a chance to build something that matters—something that saves lives, develops people, and leaves a mark.

If that sounds like you, we’d love to meet you.

Responsibilities

1. Lead Strategic Client Engagements
   Own executive-level relationships with key customers. Serve as a trusted advisor, ensuring clients achieve transformative outcomes through the Ketryx platform.
   
   
2. Build and Develop High-Performing Teams
   Hire, coach, and mentor a team of Client Operations Managers and Leads. Set clear expectations, develop leadership depth, and foster a culture of feedback, ownership, and excellence.
   
   
3. Ensure Delivery Excellence Across Portfolios
   Oversee multiple complex client engagements. Drive consistent, high-quality execution across teams—balancing technical, regulatory, and operational priorities.
   
   
4. Drive Commercial Growth
   Partner with Sales and Customer Success to expand accounts. Articulate value, identify growth opportunities, and support long-term revenue strategy through exceptional service.
   
   
5. Shape Client Operations Strategy and Systems
   Design and improve the processes, tools, and org structures that enable scalable, repeatable delivery. Identify and lead strategic initiatives across the function.
   
   
6. Strengthen Product Feedback Loops
   Translate customer insights into structured input for Product, Engineering, and Quality. Ensure client needs are reflected in how the platform evolves.
   
   
7. Act as a Cultural Leader and Executive Partner
   Model Ketryx’s values. Create clarity and calm during ambiguity, reinforce cultural norms, and serve as a trusted partner to senior leadership across the company.
   
   
8. Contribute to Quality and Compliance Excellence
   Support the application of regulatory standards within client engagements. Reinforce quality through sound decision-making, clear documentation, and strategic alignment with our QMS.

Required Skills

1. Experience in Regulated Environments
   Proven success working within safety-critical or highly regulated industries such as medical devices, healthcare, government, aerospace, or automotive. Familiar with the principles of risk management, design controls, and software validation (e.g., V&V protocols, requirements traceability, and formal test documentation).
   
   
2. Technical and Operational Fluency
   Strong understanding of software-driven product development and lifecycle operations. Experience across product, professional services, quality, or customer success functions in a technical environment.
   
   
3. Leadership and Team Development
   Demonstrated success hiring, managing, and developing high-performing teams—including managers. Skilled at coaching others, setting clear expectations, and scaling leadership capacity.
   
   
4. Client and Stakeholder Management
   Comfortable leading complex client relationships, including executive-level engagement. Able to navigate competing priorities and serve as a strategic advisor to internal and external stakeholders.
   
   
5. Excellent Communication and Presence
   Strong written and verbal communication skills. Capable of tailoring complex messages to different audiences—whether technical, executive, or cross-functional.
   
   
6. Strong Execution and Prioritization Skills
   Proven ability to manage multiple initiatives simultaneously. Brings clarity, momentum, and calm to dynamic environments.
   
   
7. Tools and Systems Experience
   Familiarity with CRM tools and customer operations platforms. Comfortable learning and adapting to new systems quickly.
   
   

Educational Background
Bachelor’s degree in a relevant field (e.g., engineering, life sciences, computer science), or equivalent practical experience. Advanced degree or regulatory certifications a plus.

What We Offer

• Competitive compensation
• Generous stock options possible
• Work in an exciting field with a positive impact on the world
• Opportunity to learn and grow as part of a global team
• Hybrid work model (mix of work from home and office is possible)
• Generous PTO for full-time

Ketryx is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances

Ketryx is saving and improving lives by making medical software safe and reliable. We empower software teams building medical applications to create safe, secure, and compliant products used by patients and providers worldwide. We believe that, by automating much of the documentation and quality processes, teams will be able to produce safer and more innovative medical software faster.

Ketryx is at the forefront of helping teams incorporate AI/ML into medical software and that’s why we need you!