Global Healthcare Exchange (GHX)
Healthcare Technology
Louisville, CO
Full-Time Employee
5-10 Years Experience
Bachelor of Science
Up to 25% Travel
The Manager, Customer Operations leads an operations team that consists of Transaction Support and Customer Support analysts supporting both US and international teams with 24/7 coverage. This position provides the following service offerings: Tier 1 and Tier 2 operations (Incident and Problem Management) for all GHX customer initiated issues. This position will work with internal development to streamline the operations to support ongoing changes with customer facing products as well as support of the exchange platform. This position must balance the resources between support and new client implementation so have the ability to work with with managers from other business units. The Customer Operations Manager is responsible for transactional integrity through the Exchange as well as customer communication and problem resolution. The two primary areas of responsibility are:
Customer Support: Provides first line support to customers for several GHX products. Is responsible for ensuring that issues are resolved within team when possible, and escalated to other tiers if necessary. Responsible for creating a positive customer experience by ensuring that SLAs are met and issues addressed in a positive manner.
Transaction Management (TM): Provides management, and correction services to support the GHX Core Exchange flow from a transport and mapping perspective.
RESPONSIBILITIES:
Manage the daily activities of all direct reports including line employees and managers.
Coordinate with other team managers to advance the support processes, application functionality, implementation activities and sales process for all supported applications. Implement new procedures, etc. to ensure optimal service delivery.
Perform Customer Operations personnel activities including hiring, salary/performance reviews, corrective actions, etc. with in assigned program.
Apply 5 or more years experience in a technology role within a high transaction, customer-driven environment.
Responsible for team knowledge base that is updated and user friendly. Establish quality support policies and procedures to be adhered to throughout the transaction support life cycle.
Perform ongoing technical tasks/projects and manage critical escalations.
Assign GHX Transaction and Customer Support personnel to various operations and direct their activities.
Handle all GHX Transaction Support personnel activities including hiring, salary/performance reviews, corrective actions, etc. with in assigned program.
QUALIFCATIONS:
Bachelor's Degree in business, computer science, engineering, management information systems or equivalent experience with seven years of IT Industry experience.
Healthcare industry and Supply-chain Experience Preferred.
5 years of experience in technology and a minimum of 2 years in management.
Excellent communication skills needed, being able to explain technical subjects in terms that a non-technical person can understand.
Must be able to perform efficiently with minimal supervision and demonstrate initiative.
Must be flexible in order to support a 24/7 operation.
Must also be able to resolve problems and provide solutions on their own as needed.
Assist in developing system requirements, participate in the design, test, integration, and delivery phases of all development programs, and plan and conduct any additional operational testing as required.
Excellent communication skills and team work is required. Project management experience is a bonus.
Business analyst and process improvement skills; Ability to evaluate data and trend analysis
A strong understanding of mission critical processes and high availability architecture.
Proven experience in directing projects.
