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 qtr)
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