The Program Manager (Business & Operations) manages an operational unit in Connecticut in order to assist and support real-time operations. The manager facilitates the utilization of resources to achieve customer satisfaction, productivity, payroll schedule adherence, and goal attainment.
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
