Business Operations Manager

About the role

We're looking for an experienced and collaborative leader to join our team as a Business Operations Manager. In this role, you will help drive operational excellence, support client success, and lead teams responsible for delivering high-quality business services. You'll work closely with internal and external stakeholders to improve processes, solve complex business challenges, and ensure successful service delivery. This is an exciting opportunity for a strategic thinker who enjoys building relationships, leading teams, and making a meaningful impact in a dynamic and fast-paced environment. Your role is essential in driving operational performance within our CX organization and supporting our client relationships.

Responsibilities

• Works with business development to identify and respond to complex, medium to large potential and current client needs. Meets with client(s) senior management to develop alliances, convey to client company's understanding of client business and related infrastructure.
• Develops operational strategies, propositions and metrics for complex, medium to large clients in conjunction with business development and application team.
• Develops and manages implementation plans, budgets and work schedules; manages scope and staffing needs. Resolves escalated issues and conflicts; continually re-evaluates and manages priorities.
• Evaluates existing business process outsourcing strategies and proposes changes/new strategies to gain efficiencies, increase quality and reduce costs in all facets of the outsourcing process. Maintains currency with industry trends and forecasts.
• Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
• Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.
• Manage the delivery of operational services for an account (people, processes, and technology). Directs daily work activities and priorities, driving innovation, cost efficiency, and performance optimization.
• Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees through ongoing execution of management activities.
• Establish and effectively lead weekly, monthly, and quarterly routines to achieve Client contractual SLAs and bonus targets, assigned goals, objectives, and account scorecard deliverables.

Requirements

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business administration, information technology, computer technology or related field preferred
• Nine or more years of business process experience
• Five or more years of leadership or supervisory experience
• Strong call center experience
• Provider enrollment experience
• Experience working with business processes

Qualifications

• Strong presentation skills
• Strong analytical and business process development skills
• Strong communication skills
• Good negotiation skills
• Strong human relations skills to select, develop, mentor, discipline and reward employees
• Ability to strategically assess clients' business, identify improvement opportunities and convey understanding to client
• Ability to define specific solutions within an abstract environment
• Ability to conceptualize, design, develop and apply business and management consulting applications and services
• Willingness to travel

Benefits

The pay range for this position is $91,000.00 - $130,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.