Operations Solutions Manager

As the Operational Solutions Manager, you will be responsible for oversight of shared services within the program and evaluating existing processes and developing improvement plans for all assigned areas. In this position you will leverage relationships with key internal team members such as functional leads, associate directors and the quality team to develop and execute the vision to achieve best in class patient and provider experience. Activities of the Operational Support Manager include: leading a team to create visibility into key processes; developing improvement plans for assigned areas; supporting the implementation of improvement initiatives; continuously measuring and monitoring processes, risks and controls; participating in organizational activities to meet or exceed client objectives. Key Responsibilities:  Act as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of project objectives.  Gather and document business requirements from stakeholders to understand their needs and objectives.  Create detailed documentation of requirements, workflows, and outcomes to support project development and implementation.  Propose and implement solutions that align with business goals, enhancing operational efficiency and effectiveness.  Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors  Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements  Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation  Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision  Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk  Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards  Develop and maintain strong working relationships and strategic partnerships with key program internal and external stakeholders to maximize program effectiveness and influence  Chair and lead the Field Advisory Board and brief the Strategy and Steering Committee on key insights derived from the Board meetings  Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses  Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards;  Escalate issues that put the program's course in jeopardy of not delivering to contracted standards  Travel on a limited basis to and attend related meetings/conferences as required  Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees  Administer scheduling systems; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures  On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data  Ensure all SOPS are followed with consistency  Conducts miscellaneous tasks or projects as assigned.  Maintains professional and technical knowledge by tracking emerging trends in areas of oversight Qualifications:  Bachelor's degree (or equivalent)  3-4 years of Program Management experience is preferred  Extensive knowledge in Microsoft Office Suite, and other business assistance software platforms  Highly organized and detail-oriented  Effective time management  Budget management skills  Ability to resolve conflicting situations, strong in deductive reasoning and problem solving, analytical mindset  Exceptional communication skills, including verbal and written, ability to interact with internal and external stakeholders  Flexibility  Ability to work independently and as part of a team  Ability to adapt and learn computer systems  PMP valued but not required  While this position is remote, the desired candidate will need to be able to travel to our HQ in either Jeffersonville, IN or Morrisville, NC as needed for client meetings per client request. Physical Demands & Work Environment  While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.  Although very minimal, flexibility to travel as needed is preferred.  This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.