Director, Production Support

This critical leadership role will create and scale a Production Support practice to provide Tier 1 (functional) and Tier 2 (Technical) support services for the MHK CareProminence platform, and maximize the health of the MHK production client portfolio, including but not limited to the following:

• Overseeing the clean ingestion, triage and categorization, and collaborative prioritization of client tickets.
• Shepherding and driving the expeditious resolution of client reported issues.
• Orchestrating the speedy response to client requests, from platform and service questions to requests for multi-faceted services / projects.
• Aiding clients in expeditiously accessing available resources within MHK to resolve issues or obtain answers to questions.
• Ensuring that appropriate communication about client-impacting changes are delivered to production clients.
• Supporting clients to self-serve based on available tools and collateral.
• Ensure that the clients are realizing the business value from their implementation and use of the platform.

Key Responsibilities:

• Client Management
  • Lead clients in their efforts to maximize their usage of the CareProminence platform to achieve their technical strategic initiatives.
  • Ensure that each client has the necessary production support coverage.
  • Maintain visibility into client priorities and ensure they are addressed in a timely manner.
  • Manage client expectations to ensure that delivery quality is optimized.
  • Assess issue risks and drive mitigation strategies to reduce impact to clients.
  • Serve as the (client-facing) escalation path and address all production issues that arise, including direct client communication to maintain client satisfaction.
  • Report on and maximize the operational and financial health of the production portfolio.
  • Drive billable capacity wherever possible, and where needed contribute to billable utilization.
  • Define and scale an operational infrastructure needed to maximize delivery throughput and profitability and deliver a successful client and employee experience.
• Operational Management
  • Set the operational direction for the function in alignment with the strategic direction of MHK and Professional Services.
  • Serve as the source of truth for the Production Support practice.
  • Establish and maintain a scalable charter, financial and operational success measures, delivery and internal framework, and cross functional partnerships needed to deliver measurable outcomes based on defined KPIs; including but not limited to: Ticket Closure Rate, First Contact Response Rate, First Contact Resolution Rate, Average Resolution / Cycle time,  SLA Adherence, Self-Service (Case Deflection), Client satisfaction.
  • Build, leverage, and maintain internal-departmental and cross-functional partnerships to accomplish functional, Professional Services, and MHK goals. 
  • Set and publish performance targets and success measures in alignment with PS and business strategy.
  • Build the resource and knowledge management framework to optimize delivery capacity.
  • Audit and enforce usage of processes and address adherence issues as they arise.
  • Ensure that all delivery and internal processes are financially and operationally sound – from work ingestion through client billing.
  • Establish and maintain continuous improvement framework to evolve the practice as client and business needs change, using the latest commercially available technologies (i.e. knowledge bases, support systems, AI).
• Employee Management
  • Create an environment that sets clear expectations for new and existing employees, positions them to meet client and business demands, and thrive at MHK.
  • Lead and scale a team of managers and individual contributors to deliver support services and in a timely, efficient, and client satisfactory manner and achieve prescribed success measures.
  • Establish clear roles and responsibilities for the team in alignment with client and business success measures.
  • Provide the tools, position the skills, and promote the mindset and mentality to yield the optimal results from employees.
  • Collaborate with training team to build necessary training for team members to maximize understanding of the CareProminence platform to address client needs.
  • Measure performance and hold the team accountable to achieving prescribed success measures, including but not limited to: Utilization, billability, delivery success, customer service, and core values.
  • Drive consistent adherence to all administrative processes mandated by MHK and Professional Services function; including but not limited to ti