Technical Operations Manager

About HealthEdge 
HealthEdge® is trusted to provide the technology and services that power health plans’ most important value streams. With an integrated platform of solutions spanning claims administration, quality improvement, prospective payment accuracy, provider network management, care management, member engagement and risk adjustment, HealthEdge enables health plans to converge their data so they can harness automation and the promise of AI. Combining this next-gen technology with services and expertise gives health plans unmatched capabilities to deliver a future of frictionless and cost-effective healthcare experiences. For more information, visit www.HealthEdge.com.

Who you are:

We are searching for a highly motivated Technical Operations Manager to join our team. As a Technical Operations Manager, you will oversee a range of functions to facilitate the delivery of superior services to the end-users. You will identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. You will ensure that services are being seamlessly delivered to the clients of an organization. You will lead project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. You will boost the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. You will also ensure service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Additionally, you will identify and drive service improvement projects.

The Opportunity:

• Monitoring and managing IT services desk, and VIP support functions to ensure optimal service

• Maintaining high performance levels for service-related processes, and implementing

• improvement activities wherever necessary

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing

• effective communication between stakeholders for post-incident reviews

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

• Developing a deep understanding of projects to gain insights into the scope of service delivery

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

• Providing accurate and regular reports to the management on performance of the service delivery

• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring

• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you bring:

• Professional degree required in a related field

• Minimum 7 years’ experience in technical operations or service delivery management

• Experience working in an offshore model is required

Skills & Competencies:

• Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

• Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

• Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

• Project Management: Service Delivery Managers often oversee multiple projects or initiatives.

• They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.

• Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.

• Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.

• Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

• Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Location: Remote US

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 

Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the US 
Type of Employment: Full-time, permanent 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 
 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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**The annual US base salary range for this position is $150,00-170,000/Yr. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.