The Business Operations (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real-time support to operations staff to ensure payroll timeliness, goal attainment, and ultimately stakeholder satisfaction. RESPONSIBILITIES AND DUTIES • Develops and monitors key performance metrics to measure staff performance and operations functions • Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement • Participates in business development for recently acquired contracts • Participates in quality improvement projects and leads efforts in continuous improvement • Assigns and monitors staff caseloads and accounts distribution • Ensuring timeliness in payroll schedule requirements • Evaluates program effectiveness through prepared reports and presents to leadership on the same • Monitors and measures compliance standards • Collaborates with all staff across business units to develop, maintain, and update policies, procedures, and training materials • Develops staff through internal and external resources and on-the-job training • Builds and maintains relationships with State agencies as a key liaison • Resolves escalated customer complaints • Communicates goals, expectations, and results with internal and external stakeholders as appropriate • Other tasks as may be reasonably associated with the Program Manager (Business & Operations) EDUCATION • Bachelor's Degree required* with at least 24 hours of coursework in business, communications, healthcare administration, program management, or other closely related fields • *5 years of additional experience will be accepted in lieu of Bachelor's degree EXPERIENCE AND QUALIFICATIONS • At least two years of paid, professional experience in Business Operations • Superior written and oral communication skills as evaluated in pre-hire assessments • At least three (3) years of progressively responsible people management experience • Extensive experience in working on complex projects with critical thinking and problem solving • Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines • Effective time management skills • Ability to build positive relationships and communicate with people of diverse backgrounds and abilities • Experience building highly effective teams • Proficiency in Microsoft Office Suite • Significant experience working across software applications WORK ENVIRONMENT • Work is performed in a typical office setting