Description:
The HCS Operational Project Manager leads projects focused on the long-term sustainment, optimization, and expansion of the Verint platform across UNC Health. Serving as the primary operational subject-matter resource for Verint, this role safeguards system-wide stability and continuity while guiding the successful onboarding of new groups onto the platform.
The position spans the full Verint footprint, workforce management, quality monitoring, call recording, scheduling workflows, and agent-facing call center workflows, along with the broader suite of contact center software that supports them. Working alongside Access Center project management teams and supporting non-Access Center operational groups, the Operational Project Manager owns platform sustainment across its entire lifecycle.
Beyond the platform itself, this role supports Care Access and Service Integration (CASI), helping to develop and execute strategic initiatives under the CASI umbrella. The Operational Project Manager defines project scope, goals, and deliverables that advance system-wide business objectives in partnership with senior leadership and stakeholders, and builds full-scale project plans, financial plans, quality-audit follow-ups, and the communications that support them.
Success in this role requires fluency across many audiences. The Operational Project Manager must be equally comfortable taking direction from senior leadership, internal customers, and IT resources, and providing clear direction to project teams and stakeholders, collaborating across IT, administration, contact center teams, clinicians, and executives to deliver results and foster a culture of high performance.
Key Areas of Focus
The Operational Project Manager's work is centered on the Verint platform and the operational groups it supports:
• Workforce Management - Forecasting, scheduling, and adherence workflows that keep operational groups staffing aligned to demand.
• Quality Monitoring & Call Recording - Evaluation, audit, and compliance workflows, including the confidential data captured by these systems.
• Scheduling & Agent Workflows - The day-to-day, agent-facing processes that drive consistent contact center execution.
• Supporting Call Center Software - Adjacent systems and integrations that interoperate with the Verint platform.
• New-Group Onboarding - Extending the platform to additional Access Center and non-Access Center groups.
• CASI Strategic Initiatives - Strategic efforts that fall under the Care Access and Service Integration umbrella.
Responsibilities
• Operational Project Management - Direct the overall coordination, implementation, execution, control, and completion of Verint platform projects and system-wide contact center initiatives, keeping them aligned with UNC Health's strategy, commitments, and goals. Develop project plans, goals, and budgets specific to Verint sustainment, optimization, and new-group onboarding; identify required resources; build schedules; and establish methods for measuring platform performance and project outcomes.
• Platform Sustainment, Optimization & Onboarding - Oversee the Verint platform across its lifecycle to ensure system-wide stability and continuity, and lead the structured onboarding of new operational groups, both Access Center and non-Access Center teams, with minimal disruption to ongoing operations.
• Process Improvement & Standardization - Partner with Access Center teams, non-Access Center teams, IT resources, and clinical stakeholders to identify and analyze opportunities for Verint optimization and contact center workflow improvement. Implement standardized, scalable processes across onboarded groups with minimal disruption to patient care or administrative activity.
• Problem Solving & System Integration - Analyze and resolve complex operational issues related to platform performance, workflows, and system integrations. Develop policies and procedures that maximize efficiency across onboarded groups, and ensure proper internal controls are in place to safeguard call data and satisfy internal and external regulatory requirements.
• Stakeholder Engagement & Customer Focus - Create and maintain a customer-focused environment that supports Access Center teams, IT resources, and clinical groups on the platform. Coach and mentor staff on Verint workflows and contact center best practices, and monitor platform usage and performance so that every team is supported equitably and with respect.
• CASI Strategic Support - Support and manage Care Access and Service Integration (CASI) initiatives, helping to develop and execute strategic efforts under the CASI umbrella in collaboration with senior management and stakeholders.
• Confidentiality & Data Governance - Handle confidential information with sensitivity and discretion in accordance with Privacy and Health Care System requirements, including data captured through Verint call recording and quality monitoring systems.
Demonstrated Experience:
• Demonstrated Verint implementation and/or administration experience.
• Strong working knowledge of contact center workflows, including workforce management, quality monitoring, call recording, scheduling, and agent workflows.
• Proven ability to define project scope, build full-scale project and financial plans, and manage execution through completion.
• Experience collaborating across IT, operations, administrative, and clinical stakeholders.
• Excellent written and verbal communication skills, with the ability to both take and give clear direction.
• Healthcare or health-system contact center experience.
• Familiarity with Access Center operations and patient-access workflows.
• Experience onboarding new business units or service lines onto an enterprise platform.
Key Competencies
• Accountability - Takes ownership of outcomes and follows through on commitments.
• Adaptability - Adjusts effectively as priorities, stakeholders, and platform needs evolve.
• Attention to Detail - Maintains accuracy and rigor across plans, audits, and documentation.
• Results Orientation - Focuses on measurable performance and successful project delivery.
• Customer-First Mindset - Keeps the needs of internal customers, clinical teams, and patients at the center of decisions.
• Cross-Functional Communication - Translates fluidly between leadership, IT, operations, and clinical audiences.
Other Information
Education Requirements:
• Bachelor's degree in an appropriate discipline.
Licensure/Certification Requirements:
• No licensure or certification required.
Professional Experience Requirements:
• Five (5) years of project management experience of which 2 years of experience must be in a supervisory, management or leadership role.
Knowledge/Skills/and Abilities Requirements:
• Accountability Ability to bring project to successful completion on time and within budget through political sensitivity.
Job Details
Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: Care Access - Svc Integration
Work Type: Full Time
Standard Hours Per Week: 40.00
Pay offers are determined by experience and internal equity
Work Assignment Type: Remote
Work Schedule: Day Job
Location of Job: US:NC:Morrisville
Exempt From Overtime: Exempt: Yes
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.
