Director, Customer Performance Analytics

Responsibilities

• Maintain oversight of P&L and performance of one or more assigned customer programs, analyzing all aspects of customers’ performance and develop strategies and tactics to improve customer performance (e.g., actional clinical interventions, processes, campaigns)
• Proactively monitor customer performance to identify early and leading indicators of customer performance risks and opportunities
• Develop actionable strategies and tactics that can be implemented in collaboration with Healthmap’s account management, medical economics, operations, and product teams
• Led and own all aspects of customer performance analysis, linking between internal Healthmap metrics and goals to customer financial performances
• Convert analysis and inputs provided by stakeholders (e.g., Finance, Medical Economics, Clinical, Operations) to design, align, execute and develop initiatives, interventions, or processes
• Lead and influence cross-functionally to ensure internal alignment and execution of initiative design
• Anticipate future needs and utilize metrics and qualitative input to identify improvement opportunities; consistently find insights and opportunities using data
• Engage internal and external experts to develop hypothesis and ideas on improvement opportunities, and prove out their effectiveness using data and analytics
• Define and refine cascaded performance goals and targets that tie to contractual SLAs and performance across the organization
• Lead and support Healthmap-wide projects that have the potential to impact the performance across entire cohorts of customers, patient/members, and providers
• Identify new and effective intervention strategies through deep learning & analytics in collaboration with data science and clinical teams
• Partner with account management, medical economics, operations, product teams to establish and run dedicated customer-focused performance reviews
• Lead and own the performance analytics for regular client reporting, joint operating committees, and other meetings
• Manage and provide mentorship and coaching to colleagues assigned to same account and/or project

Requirements

• Bachelor’s degree in business, finance, or STEM field; MBA and/or advanced degrees in quantitative disciplines are preferred
• Six years of experience in healthcare analytics and/or performance management data analytics
• Three years working in Management Consulting, Investment Banking, or Product Operations, Research, and Development
• Six years of experience directly engaging and partnering with internal and/or external executive leaders to develop clear, actionable recommendations using data and analytics
• Demonstrated commitment to customer success and a proactive approach to identifying and solving customer performance challenges
• Strong ability to turn nebulous initiative requirements into actionable and executable plans; able to track progress of initiatives
• Strong organizational skills with a strong attention to detail with an action/results orientation
• Strategic thinking and strong communication skills to develop and align strategies with internal and external executive teams
• Able to work independently and balance short-term execution to deliver performance goals with long-term projects to scale effective performance management

Skills

• Proficiency in data analysis and the ability to translate data insights into actionable strategies, tactics, and recommendations
• Strong organizational skills with a strong attention to detail with an action/results orientation
• Strategic thinking and strong communication skills to develop and align strategies with internal and external executive teams
• Able to work independently and balance short-term execution to deliver performance goals with long-term projects to scale effective performance management
• Python and Databricks proficiency required
• SQL, Tableau, AI/ML and other advanced analytics and/or data visualization experiences are a plus but not necessary
• Strong understanding of population health management principles is preferred but not necessary