Services Operations Manager

UPMC Enterprises is hiring a full-time Services Operations Manager who will play a key role in ensuring that the Technology Solutions department delivers a world-class experience to our customers. Our close and effective partnership with our customers has been one of the most foundational reasons for our recent success and growth.

In this role, you will operate as a key thought and execution leader in the services organization, taking responsibility for the tools, content, and processes that we use to ensure customers are successful. The Services Operations Manager will assist the Director of Services Delivery and Development with business operations.

Business operations will handle the non-technical aspects of the services organization, including but not limited to reporting, budget planning, resource management, customer management (including CSAT surveys), contracting (subscription renewals, SOW’s), vendor and supplier management, business tools ownership & administration and forecasting. This position will be on site for three days.

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
• Manages the partner network within the Services Delivery function
• Manage and operationalize broader Services mandated initiatives within the Services Team
• Document policies and procedures related to daily Service Delivery operations.
• Manages 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
• Development and training of other service operations professionals
• 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

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran