Position Overview:
The Director, Business Operations Improvement plays a pivotal role within the HealthEdge Global Professional Services (GPS) Division, reporting directly to the EVP and General Manager, Global Professional Services. This strategic position is designed to ensure the highest standards of Delivery Assurance across our extensive services portfolio, guaranteeing that all projects align with our prescribed processes and best practices to achieve consistent, high-quality delivery outcomes.
About Global Professional Services:
Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.
Your Impact:
- Oversee the Delivery Assurance activities, ensuring that all projects are executed in accordance with established processes and best practices.
- Maintain accountability for driving GPS investment initiatives that support the GPS Go-to-Market Strategy, Long-Term Financial Model (LTFM) and Annual Operating Plan (AOP).
- Collaborate closely with GPS leaders and stakeholders to align delivery assurance activities with organizational goals and customer expectations.
- Lead and mentor a team of professionals dedicated to transforming project delivery and enhancing service quality.
- Analyze project performance data to identify trends, anticipate potential issues, and implement proactive solutions.
- Foster a culture of continuous improvement, encouraging innovation and efficiency in project delivery processes.
- Engage with clients and partners to reinforce HealthEdge's commitment to excellence in professional services.
- Developing and implementing a comprehensive transformation strategy that aligns with the organization's vision and SaaS delivery models.
- Establishing metrics and KPIs to measure the effectiveness of transformation initiatives and service delivery.
- Leading cross-functional teams to drive process improvements, leveraging technology to enhance service efficiency and customer satisfaction.
- Partnering with sales and marketing teams to ensure that service offerings are well-integrated with the overall go-to-market strategy.
- Overseeing change management processes to ensure smooth adoption of new practices and technologies across the organization.
- Conducting regular reviews of service delivery frameworks to identify opportunities for innovation and competitive differentiation.
- Collaborating with product development teams to align service delivery with product roadmaps and customer needs.
- Ensuring compliance with industry standards and regulations relevant to SaaS service delivery.
- Championing a customer-centric approach, ensuring that client feedback is incorporated into service improvement efforts.
What You Bring:
- Bachelor's degree
- Proven experience in a leadership role within a professional services environment, preferably in the healthcare technology sector.
- Strong understanding of project management methodologies and best practices.
- Excellent communication and interpersonal skills, with the ability to influence and engage at all organizational levels.
- Demonstrated ability to drive strategic initiatives and manage complex, cross-functional projects.
- A commitment to fostering an inclusive and collaborative work environment.
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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