SVP, Customer Operations

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

The SVP, Customer Operations will manage, maintain, and be ultimately responsible for all operations pertaining to the delivery of products and solutions through internal and/or third-party vendor relationships.

Duties and Responsibilities:

· Lead, appropriately scale, drive, and manage all operations teams, tools, processes, policies, compliance, procedures, quality assurance, and associated resources;

· Assess current state of operational management processes, business plans, reporting and controls; adjust and improve as appropriate;

· Oversee the expansion and growth of the operations function, including the design and implementation of scalable business processes and infrastructure;

· Provide leadership to the customer-facing support organization, including Technical Support, Customer Support, and Implementation & Training;

· Oversee management and drive process improvement for advanced technical support leveraging Technical Support team, working in collaboration with Engineering and IT teams when appropriate;

· Partner with HR team to continue development of career pathing, develop staff resource planning and support talent acquisition to support the growth of the Operations organization;

· Provide leadership to the internal-facing support functions of the PMO;

· Develop, implement and manage the annual budget in conjunction with the business unit leadership; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;

· Work with Finance team to coordinate on monthly revenue and billing activities to support the financial operations of the business unit, including but not limited to, assisting with revenue forecasting, supporting billing functions, collections activities, tracking and reporting customer credits, and other customer facing finance activities;

· Develop strategic imperatives for business unit and partner with Finance and Data Governance to identify KPI’s that support the achievement of business imperatives;

· Partner with the business unit Executive Leadership Team to execute the current growth strategy;

· Provide visible and impactful leadership to employees as an executive and member of the business unit ELT; and

· In partnership with the business unit ELT, set the “tone at the top” of the organization that reinforces the values and employee value proposition.

· Maintain compliance with Inovalon’s policies, procedures and mission statement;

· Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;

· Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;

· Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and

· We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

· Minimum of 12 years plus experience in customer operations and personnel management;

· Demonstrated ability to develop and execute a growth strategy, guide the development of operating plans and drive performance;

· Strong financial and analytical capabilities, as well as strong strategic and critical thinking skills;

· Strong experience managing the full scope of operations functions within a high transaction, high availability and complex environment;

· Proven success leading an organization in bringing new strategies to market including both the development of technology, as well as the associated cultural and business process change required to ensure a successful execution and market adoption;

· Proven track record of success facilitating progressive organizational change and development within a growing organization;

· Ability to influence and engage direct reports and peers; and