This Director level role will create and scale a Production Support practice to provide functional and technical support services and maximize production support for our healthcare client portfolio. Primary duties will include:
• Overseeing the clean ingestion, triage and categorization, and collaborative prioritization of client tickets.
• Shepherding and driving the expeditious resolution of client reported issues.
• Orchestrating the speedy response to client requests, from platform and service questions to requests for multi-faceted services / projects.
• Ensuring that appropriate communication about client-impacting changes are delivered to production clients.
• Supporting clients to self-serve based on available tools and collateral
• Lead clients in their efforts to maximize their usage of the platform to achieve their technical strategic initiatives.
• Ensure that each client has the necessary production support coverage.
• Establish and maintain a scalable charter, financial and operational success measures, delivery and internal framework, and cross functional partnerships needed to deliver measurable outcomes based on defined KPIs; including but not limited to: Ticket Closure Rate, First Contact Response Rate, First Contact Resolution Rate, Average Resolution / Cycle time, SLA Adherence, Self-Service (Case Deflection), Client satisfaction
• Maintain visibility into client priorities and ensure they are addressed in a timely manner.
• Manage client expectations to ensure that delivery quality is optimized.
• Set and publish performance targets and success measures
• Create an environment that sets clear expectations for new and existing employees, positions them to meet production demands for clients.
• Lead and scale a team of managers and individual contributors to deliver support services and in a timely, efficient, and client satisfactory manner and achieve prescribed success measures.
• Establish clear roles and responsibilities for the team in alignment with client and business success measures.
• Supervise Production Support team and handle team productivity or morale issues quickly
Requirements:
• 10 years experience in Production and Operational Support, including production issues and resolution, and direct client escalation response
• 5 years of proven Support Team management/supervisory experience
• Proficiency in enterprise SaaS delivery
• Project Management and Risk Management
• Proven ability to lead leaders and scale operations
• Knowledge of healthcare, health plan, or enterprise care management SaaS platforms.
• Permanent Work Authorization in the US. Unable to Sponsor for this role.
• Occasional travel to corporate office (once per month or once per
Location: Nashville, TN
Posted: Oct. 18, 2024, 8:12 p.m.
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