SummaryO'Neil Digital Solutions (ODS) is a leading Customer Communication (CCM) and Customer Experience (CX) services company that provides omni-channel output and delivery to major U.S. industries. ODS offers proven technical capabilities that help companies communicate effectively with their customers, including our industry-leading, SaaS platform that provides AI-driven composition solutions, campaign management, data analytics, eDelivery and print & fulfillment services.
Duties and Responsibilities- Lead governance of the full technology delivery lifecycle, including work intake, prioritization, pipeline management, release coordination, and escalation management across multiple client portfolios.
- Drive roadmap planning and delivery execution for enterprise platforms and healthcare communication solutions, balancing client commitments, platform enhancements, technical debt, and operational priorities.
- Establish and monitor program health metrics, workflow standards, SLAs, and delivery benchmarks to improve throughput, predictability, and operational efficiency.
- Partner with engineering, product, and client leadership teams to manage workload balancing, resource planning, staffing priorities, and cross-functional execution across a global delivery organization.
- Serve as the senior delivery partner for strategic healthcare payer clients, communicating program status, managing escalations, and ensuring alignment between delivery commitments and business outcomes.
- Oversee operational governance activities including defect trend analysis, quality improvement initiatives, billing transparency, compliance-sensitive work management, and production issue resolution.
- Lead continuous improvement initiatives across product management and delivery operations, including process redesign, retrospective governance, workflow optimization, and automation of reporting capabilities within Jira and Confluence.
- Champion compliance, documentation, and operational best practices supporting HIPAA/PHI requirements, healthcare data governance, and enterprise delivery standards.
Qualifications & RequirementsRequired Education, Experience, Certification/Licensure- Bachelor's degree in Business, Information Technology, Computer Science, Engineering, or related field.
- Minimum 10 years of experience in technology delivery, program management, or product management roles.
- Minimum 4 years of leadership experience managing large-scale, matrixed engineering or product organizations.
- Experience leading multi-client portfolios within a services, managed services, or healthcare technology environment.
- Strong expertise with Agile, Kanban, and hybrid delivery methodologies.
- Advanced experience with Jira, workflow management, reporting, and operational analytics.
- Demonstrated ability to communicate effectively with executive leadership, clients, and cross-functional stakeholders.
Preferred Education, Experience, Certification/Licensure- Experience supporting healthcare payer operations, regulated environments, or healthcare communications platforms.
- Familiarity with HIPAA/PHI compliance requirements.
- Experience with enterprise delivery tools including Jira, Confluence, and Atlassian reporting solutions.
- Experience supporting print, digital communications, ERP, cloud, or workflow automation platforms.
- PMP, Agile, Scrum, or related project/program management certifications preferred.
Knowledge, Skills and Abilities (KSAs)- Strong leadership skills with demonstrated ability to manage complex, cross-functional technology delivery organizations.
- Expertise in operational governance, workflow optimization, and large-scale program execution.
- Strong analytical and problem-solving skills with the ability to leverage delivery metrics and operational data for decision-making.
- Excellent communication and stakeholder management skills across technical and non-technical audiences.
- Ability to manage competing priorities in fast-paced, client-driven environments.
- Strong understanding of healthcare technology operations, compliance considerations, and enterprise delivery practices.
Management Responsibilities- Provide leadership and operational oversight for a matrixed organization of product, engineering, and delivery professionals supporting enterprise healthcare technology platforms.
- Partner with department leadership on workforce planning, resource allocation, onboarding, performance management, and operational effectiveness initiatives.
- Foster a culture focused on accountability, continuous improvement, collaboration, and delivery excellence
Working ConditionsMust be able to perform the essential job duties. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.
