Operations Manager (Hybrid Schedule)

JOB DESCRIPTION

The Operations Manager is responsible for managing the Operations and Infrastructure teams and contract level delivery of services in accordance with Service Level Agreements and Customer Service Delivery objectives.

The Operations Manager must bring together a variety of technical and functional teams in a cohesive fashion in a large-scale, high-performance environment.

This role is a member of the Operations Management team and reports directly to the Program Director.

Operations / Infrastructure Management :

• Provides day-to-day management and supervision of the Operations teams.
• Currently manages single module operations with the potential of expanding into multiple modules.
• Manages direct reports within Operations and Infrastructure teams.
• Monitors and manages compliance to Service Level Agreements.
• Assists Director in ensuring accountability for delivery of contract services and serves as a liaison with Delivery and Technology teams for allocation of resources from those organizations.
• Develops and implements policies and procedures for operations and infrastructure.
• Continually evaluates user needs and system functionality to ensure that systems are updated and meet organizational needs.
• Coordinates and leads daily team activities May spend a portion of time reviewing the work of direct report staff members within the Operations and Infrastructure teams.
• Assists senior leadership in providing input regarding management decisions and activities.

General :

Demonstrates strong knowledge of operations and infrastructure methodologies including ITIL best practices, and procedures;

and applies them to projects to ensure that objectives are achieved.

• Determines, evaluates, and modifies plans to meet both current and future needs.
• Handles work situations that deal regularly with future business issues, maintaining a focus on business strategy and objectives
• Manage resources (people, process, technology) across the operations teams.

Customer :

• Partners with customers and analyzes issues and problems from the customer perspective.
• Assists Director in supporting customers on projects.
• Provides customer-facing presentations on quality.
• Possesses strong commitment to customer service and operational excellence.
• Keeps abreast of new technology and market developments.
• Adheres to Client, CMMI, ISO, ITIL & URAC standards and processes.
• Manages internal customer relationships for long-term corporate success.

Talent Development :

• Requests and provides performance feedback.
• Recruits highly skilled, motivated leaders and individual contributors, and recommends potential new hire resources to meet client commitments in alignment with Operations.
• Assists in encouraging and facilitating the development of a significant knowledge base in the operations teams.
• Conducts performance evaluations and corrective action plans for direct reports, measuring key performance indicators (KPI) while coordinating with Human Resources
• Responsible for administrative functions related to recruiting, training, developing inter-personal skills among team members, conducting performance and annual reviews, setting goals, recommending salary increases and adjustments, ensuring timekeeping compliance, and taking disciplinary actions when necessary.
• Assists in ensuring appropriate use of all available resources within the team and proper usage of unassigned time.
• Manages conflict resolution effectively.
• Assists in facilitating the performance management process with Operations team, ensuring alignment with employee career goals and Operations team objectives. Requirements

Professional Skills :

• Domain knowledge of Medicare, Medicaid, or healthcare verticals.
• Ability to work well in teams.
• Ability to communicate with all levels of management and across functional lines.
• Highly organized with analytical skills and attention to detail.
• Ability to adapt to task / project changes, possessing a demonstrated ability to manage multiple projects with varying priorities.
• Able to work within multiple groups of employees, willingly share time, knowledge, and information with others.
• Demonstrates flexibility in working under demands and needs of a project.
• Ability to use reasoning to troubleshoot, escalate and solve technical problems.
• Ability to manage people, projects, and processes.
• Technical understanding with ability to communicate, translate impacts, perform root cause analysis, and implement corrective actions.
• Project management skills and ability to create and manage project plans.
• Ability to meet and enforce deadlines and to take initiative in the development and completion of projects.
• Strong problem-solving, analytical, and evaluative skills.
• Strong communication skills (verbal, written, facilitation) with strong presentation and facilitation skills.
• Strong at working both independently and in a team-oriented, collaborative environment is essential.
• Self-motivated, with ability to balance multiple projects under minimal supervision.
• Ability to work effectively within a matrixed environment.

Required Qualifications / Experience :

Bachelor's or master's degree with 8 plus years of related experience including 3+ years of management and operations leadership experience at large complex organizations, including leading centralized or matrixed teams.

Will consider equivalent experience in Lieu of degree.

• Demonstrated expertise in client facing role
• Deep knowledge of operations and infrastructure processes and tools.
• Must be able to travel and work onsite up to 50% at our Springfield IL Office

Preferred Qualifications / Experience :

• Experience with HealthCare operations.
• Experience with Public Sector HealthCare programs
• Experience with MMIS
• Knowledge and experience in ITIL methodologies.

Equal Opportunity Employer Veterans / Disabled

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to : job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations.
• Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life / short term disability / whole life / term life / accident and critical illness coverage;

employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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