Services Operations Manager

About the role

The Services Operations Manager plays a key role in ensuring the Technology Solutions department delivers a world-class experience to UPMC Enterprises' customers. Reporting to the Director of Services Delivery and Development, this position handles the non-technical aspects of the services organization, including reporting, budget planning, resource management, customer management, contracting, vendor and supplier management, business tools ownership & administration, and forecasting.

Responsibilities

• Drive the delivery of best practice collateral to customers and prospects
• Manage the tools and scorecards that the services team uses to track customer activity and team success (e.g. Tracker Dashboards, reporting)
• Manage and administer operations around key organization success measurement indicators, including CSAT surveys
• Act as the Services liaison with other UPMCE partner functions to install smooth processes, tracking mechanisms, and instituting accountability across all of the org; helping the org scale by leveraging other functions
• Manage and operationalize broader Services mandated initiatives within the Services Team
• Document policies and procedures related to daily Service Delivery operations
• Manage the vendor management program
• Manage Services Team Member participation in customer events
• Design, implement and manage collateral used by the team, such as templates and email pitch kits
• Drive the shared account planning model with other supporting functions around the company, including service delivery management, account executives/prospecting, product, marketing, finance and legal
• Develop and train other service operations professionals

Qualifications

• A bachelor’s degree in business, business administration, or a relevant field
• Three (3) years of experience designing and driving operational processes in a complex and fast-paced business environment preferred
• A comparable combination of education and experience will be considered in lieu of the above- stated preferences
• A proven track record of business process transformation or operational improvements at scale
• Experience using business intelligence tools (e.g. Microsoft, Tableau, Qlik, AWS)
• Strong technical skills across a variety of tools (such as Excel, Power BI, and other online tools)
• Experience driving operational processes for a strategic or professional services consulting organization in the Healthcare IT (HIT) sector preferred
• Experience collaborating with business services functions (e.g. HR, Legal, Marketing, Finance) to achieve operational and process outcomes
• Must have experience operating effectively within a fast-paced and high-growth environment with a focus on continuous improvement
• Must have solid technical skills and strong analytical skills with the ability to effectively analyze data for creation of services content
• Must have strong time management skills to meet aggressive timelines
• Must be able to effectively communicate and influence customers, peers, direct reports, and internal stakeholders

Benefits

• Earn over 5 weeks of paid time off every year
• Affordable medical, dental & vision coverage
• Student loan assistance and tuition reimbursement options
• Earn up to 8% of your eligible pay in retirement contributions from UPMC
• Employer-paid life insurance
• Two weeks of paid parental leave
• Family planning resources
• Tuition assistance for dependents
• Comprehensive health care for dependents
• Emergency child and elder care options
• Flexible work arrangements