Manager, Managed Privacy Services

About the role

We are seeking a Manager, Managed Privacy Services to lead a team of Privacy and Compliance Specialists delivering privacy monitoring services across a portfolio of healthcare customers. This hybrid opportunity is based out of our St. Petersburg, FL office.

The Manager, Managed Privacy Services ensures consistent, high-quality service aligned with SLAs, regulatory requirements, and customer outcomes. This role drives operational excellence by establishing best practices, tracking key performance indicators, and continuously improving workflows, analytics, and reporting. The Manager partners cross-functionally to align customer strategy, product capabilities, and service delivery while supporting the growth and scalability of the Managed Privacy Services program. Success is measured through customer satisfaction and retention, service quality, operational efficiency, and overall team performance.

Responsibilities

• Lead, coach, and develop a team of Privacy and Compliance Specialists, including performance management, mentorship, and career progression.
• Oversee delivery of Managed Privacy Services across customer accounts, ensuring adherence to SLAs, quality standards, and contractual obligations.
• Define, track, and report on key performance indicators (e.g., SLA adherence, productivity, accuracy, customer outcomes) to drive data-informed decisions.
• Act as an escalation point for complex customer and operational issues, ensuring timely resolution and long-term customer satisfaction.
• Establish and scale best practices, processes, and workflows to ensure consistent, efficient, and high-quality service delivery.
• Drive continuous improvement of tools, reporting, and operational processes to enhance team performance and customer outcomes.
• Partner cross-functionally with Customer Success, Support, Product, and Engineering to align on customer needs and product enhancements.
• Ensure compliance with healthcare privacy regulations, including HIPAA Privacy, Security, and Breach Notification requirements.
• Support onboarding, training, and ongoing development to maintain high levels of team expertise and service consistency.
• Contribute to strategic planning and growth of the Managed Privacy Services program, fostering a high-performance, customer-centric team culture.
• Other duties as assigned and required.

Requirements

• Bachelor’s degree in Healthcare Administration, Information Systems, Business Analytics, Public Health, or related field; advanced degree preferred.
• 5+ years of experience in healthcare IT, privacy monitoring, compliance, or data analytics.
• 1-3 years' experience managing and developing a team.
• Experience delivering managed or customer-facing services in healthcare or other regulated environments.
• Strong knowledge of healthcare privacy regulations, including HIPAA, HITECH, and GDPR.
• Demonstrated ability to analyze operational metrics, manage performance, and drive continuous improvement.
• Strong analytical, organizational, and problem-solving skills with high attention to detail.
• Excellent communication and leadership skills, with the ability to influence stakeholders, including senior executives.
• Experience with privacy monitoring platforms, SaaS solutions, and customer reporting tools preferred.
• Strong customer-centric mindset and commitment to service excellence.

Pay

This position offers a total compensation range of $132,000.00 to $142,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). Actual compensation will vary and may be above or below the range based on factors such as a candidate’s location, skills, experience, and qualifications.

Benefits

Imprivata offers a top-notch work environment, developmental opportunities, and a competitive total rewards package. More information about Imprivata’s benefit offerings can be found here.