Services Operations Manager

UPMC Senior Communities • $75K — $95K *
Pittsburgh, PA 15237In-Person
Healthcare
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business, administration, or related field
  • 3 years of experience in operational processes for fast-paced environments
  • Demonstrated track record in business process transformation
  • Experience with business intelligence tools (e.g., Microsoft, Tableau)
  • Strong technical skills in Excel, Power BI, and online tools
  • Experience in operational processes within Healthcare IT preferred
  • Effective collaborator across business functions for operational outcomes

Responsibilities

  • Drive best practice collateral delivery to customers and prospects
  • Manage tools and scorecards for tracking customer activity
  • Administer operations around success measurement indicators like CSAT
  • Liaise with partner functions to enhance organizational processes
  • Manage the partner network within Services Delivery
  • Operationalize Services initiatives and document related policies
  • Oversee vendor management and coordinate customer event participation

Benefits

  • Opportunity to work in a key leadership role within Services Operations
  • Collaborative environment with a strong focus on customer experience
  • Flexible work schedule with three onsite workdays
  • Involvement in continuous improvement and operational excellence initiatives
  • Access to training and development opportunities for professional growth
Full Job Description
Services Operations Manager who will play a key role in ensuring that the Technology Solutions department delivers a world-class experience to our customers. Our close and effective partnership with our customers has been one of the most foundational reasons for our recent success and growth. In this role, you will operate as a key thought and execution leader in the services organization, taking responsibility for the tools, content, and processes that we use to ensure customers are successful. The Services Operations Manager will assist the Director of Services Delivery and Development with business operations. Business operations will handle the non-technical aspects of the services organization, including but not limited to reporting, budget planning, resource management, customer management (including CSAT surveys), contracting (subscription renewals, SOW's), vendor and supplier management, business tools ownership & administration and forecasting. This position will be on site for three days.

Responsibilities:

  • Drive the delivery of best practice collateral to customers and prospects
  • Manage the tools and scorecards that the services team uses to track customer activity and team success (e.g Tracker Dashboards, reporting)
  • Manage and administer operations around key organization success measurement indicators, including CSAT surveys
  • Act as the Services liaison with other UPMCE partner functions to install smooth processes, tracking mechanisms, and instituting accountability across all of the org; helping the org scale by leveraging other functions
  • Manages the partner network within the Services Delivery function
  • Manage and operationalize broader Services mandated initiatives within the Services Team
  • Document policies and procedures related to daily Service Delivery operations.
  • Manages the vendor management program
  • Manage Services Team Member participation in customer events
  • Design, implement and manage collateral used by the team, such as templates and email pitch kits
  • Drive the shared account planning model with other supporting functions around the company, including service delivery management, account executives/prospecting, product, marketing, finance and legal
  • Development and training of other service operations professionals


Qualifications:

  • A bachelor's degree in business, business administration, or a relevant field
  • Three (3) years of experience designing and driving operational processes in a complex and fast-paced business environment preferred
  • A comparable combination of education and experience will be considered in lieu of the above- stated preferences
  • A proven track record of business process transformation or operational improvements at scale
  • Experience using business intelligence tools (e.g. Microsoft, Tableau, Qlik, AWS)
  • Strong technical skills across a variety of tools (such as Excel, Power BI, and other online tools)
  • Experience driving operational processes for a strategic or professional services consulting organization in the Healthcare IT (HIT) sector preferred
  • Experience collaborating with business services functions (e.g. HR, Legal, Marketing, Finance) to achieve operational and process outcomes
  • Must have experience operating effectively within a fast-paced and high-growth environment with a focus on continuous improvement
  • Must have solid technical skills and strong analytical skills with the ability to effectively analyze data for creation of services content
  • Must have strong time management skills to meet aggressive timelines
  • Must be able to effectively communicate and influence customers, peers, direct reports, and internal stakeholders

Licensure, Certifications, and Clearances:

  • Act 34

About UPMC Senior Communities

UPMC Senior Communities Careers

There has never been a better time to explore the diverse job opportunities at UPMC Senior Communities—the leading network of senior living facilities focused on innovative care and professional excellence.

Work You’ll Do

Join UPMC Senior Communities to assist in transforming the experience of aging through top-tier care and wellness programs. This is an opportunity to be part of a team that values leadership, diversity, and innovation in the healthcare sector. Lead in a unique role where skills in healthcare, empathy, and leadership converge to enhance the lives of seniors. UPMC Senior Communities stands at the forefront of the industry, integrating advanced technology and personalized care practices. Engage with a professional network of healthcare providers and administrators dedicated to pioneering improvements in senior living. Collaborate with over 3,000 dedicated professionals across various facilities.

Introducing the UPMC Senior Communities Professional Development Program

The program is designed to foster career growth through comprehensive training, leadership development, and diversity training. UPMC Senior Communities is committed to nurturing the professional growth of its team members through continuous education and opportunities for advancement.

Do Innovative Work

Be part of a culture that thrives on innovation and continuous improvement. UPMC Senior Communities employs a vast array of healthcare professionals and support staff, all dedicated to setting new standards in senior care.

Drive Change in Senior Healthcare

Deliver targeted solutions and personalized care that significantly improve the quality of life for residents. UPMC Senior Communities offers a platform for professionals to apply their expertise in a meaningful and impactful way.

Be Part of a Great Team

Work alongside a team that values compassion and professionalism, harnessing the collective capabilities to deliver exceptional care. UPMC Senior Communities promotes a collaborative environment where every team member’s contribution is valued.

Future-Proof Your Career

Advance your career within UPMC Senior Communities through a variety of pathways, from direct care positions to administrative roles. Enjoy robust benefits, professional development programs, and a supportive work environment that encourages long-term career growth.

Explore

Discover how UPMC Senior Communities leads the way in senior healthcare innovation: - Implementing cutting-edge health technology to enhance resident care - Developing community-based programs that support holistic wellness

The UPMC Senior Communities Employment Promise

With a commitment to employee satisfaction and career development, UPMC Senior Communities ensures that all team members have the resources and support to succeed. Clients and their families rely on UPMC Senior Communities for compassionate and skilled care, making it a prime choice for those seeking meaningful employment in the healthcare sector.

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* Ladders Estimates

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