Lead Services Operations Manager

Location: Hybrid

Job Type: Full Time / Permanent

The Lead Services Operations Manager plays a key role in ensuring that the Technology Solutions department delivers a world-class experience to our customers. Our close and effective partnership with our customers has been one of the most foundational reasons for our recent success and growth. In this role, you will operate as a key thought and execution leader in the services organization, taking responsibility for the tools, content, and processes that we use to ensure customers are successful. The Lead Services Operations Manager will assist the Director of Services Delivery and Development with business operations. Business operations will handle the non-technical aspects of the services organization, including but not limited to reporting, budget planning, resource management, customer management (including CSAT surveys), contracting (subscription renewals, SOWs), vendor and supplier management, business tools ownership & administration and forecasting.

Responsibilities: • Drive the delivery of best practice collateral to customers and prospects. • Manage the tools and scorecards that the services team uses to track customer activity and team success (e.g Tracker Dashboards, reporting) • Manage and administer operations around key organization success measurement indicators, including CSAT surveys. • Act as the Services liaison with other partner functions to install smooth processes, tracking mechanisms, and instituting accountability across all of the org; helping the org scale by leveraging other functions. • Manages the partner network within the Services Delivery function. • Manage and operationalize broader Services mandated initiatives within the Services Team • Document policies and procedures related to daily Service Delivery operations. • Manages the vendor management program. • Manage Services Team Member participation in customer events. • Design, implement and manage collateral used by the team, such as templates and email pitch kits. • Builds collaborative relationships and participates cross-functional coalitions to ensure knowledge is shared across service teams. • Drive the shared account planning model with other supporting functions around the company, including service delivery management, account executives/prospecting, product, marketing, finance and legal. • Responsible for managing and leading team members • Development and training of other service operations professionals

Qualifications: • A bachelor’s degree in business, business administration, or a relevant field • 7 years of experience designing and driving operational processes in a complex and fast-paced business environment preferred. • A comparable combination of education and experience will be considered in lieu of the above-stated preferences • Six Sigma certification or equivalent experience is preferred. • A proven track record of business process transformation or operational improvements at scale • Proven track record delivering exceptional results via service model transformation. • Experience using business intelligence tools (e.g Microsoft, Tableau, Qlik, AWS) • Experience driving operational processes for a strategic or professional services consulting organization in the Healthcare IT (HIT) sector preferred. • Strong technical skills across a variety of tools (such as Excel, Power BI, and other online tools). Ability to automate processes via scripting or low-code/no-code tools. • Must have experience operating effectively within a fast-paced and high-growth environment with a focus on continuous improvement. • Must have solid technical skills and strong analytical skills with the ability to effectively analyze data for creation of services content. • Must have strong time management skills to meet aggressive timelines. • Must be able to effectively communicate and influence customers, peers, direct reports, and internal stakeholders. • Experience in people management and leadership preferred. • Drive to innovate, optimize, and automate processes for greater efficiency. • Experience collaborating with business services functions (e.g. HR, Legal, Marketing, Finance) to achieve operational and process outcomes.

Preferred Qualifications: • Minimum of 2 years of experience in developing and managing Statements of Work (SOW) • Strong understanding of the SOW process and be able to demonstrate their ability to create, negotiate, and execute SOWs. • Familiarity with legal and contractual language, as well as project management concepts. Open to senior level candidates, title based on hiring manager discretion.

Licensure, Certifications, and Clearances: • Act 34