Program Manager - Operations (Billing)

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This will be a Hybrid position and will require the individual to be located near St. Louis, MO.

The program manager is responsible for identifying revenue generating, customer experience, and operational efficiency opportunities. This would include traditional drivers (centralization, standardization, process improvement) as well as digital drivers (intelligent automation, AI and others). Responsible for iteratively analyzing current state and utilizing best practices to develop recommendations on how to improve and optimize current processes. Will work with VP to align solutions to business strategy and partner internally with stakeholders to successfully implement the initiatives. The program manager role will be heavily focused on the billing sub-teams within Business Operations to drive initiatives through to execution and maintain project management requirements via Smartsheet, etc.  

What you'll do:

• Cultivate cross-functional relationships to gain understanding of business process, challenges, and dependencies

• Continually evaluate existing technology, processes, procedures, and data usage to understand maturity of business and potential opportunities for improvement

• Research internal and external best practices to recommend transformative solutions

• Collaborate with internal stakeholders (technology, legal, compliance, security) to evaluate feasibility of solutions.

• Build and present business cases to VP for alignment

• Maintain management of initiatives to provide ongoing updates to VP and SVPs within the business

• Lead change management efforts by partnering with Billing leaders, Training and Finance to deliver solution

• Ensure solutions deliver against security and compliance priorities relating to regulatory necessities and internal policies

What skills you need:

• Bachelor's degree (B.A. or B.S.) and/or 5+ years related experience or equivalent combination of education and experience.

• At least 5 years experience in analyst, project management, or process improvement role; customer service background preferred.

• Advanced computer skills particularly the Google Suite or MS Office suite

• Third Party / Vendor management operations experience strongly preferred

• Technical requirements preferred: Workforce planning, CRM platform (Salesforce)

• Experience with billing processes & controls, billing migrations, etc. is preferred"
   

What could set you apart:

• Ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment.

• Demonstrate strong project management and planning skills in order to successfully manage project deliverables, stakeholders, and vendors

• Timely and efficient in achieving deadlines.

• Creative problem solving and analytical skills.

• Ability to comprehend and utilize new technologies quickly.   

• Excellent communication skills (verbal, written, and presentation)

• Ability to work effectively and cooperatively with customers, internal partners, vendors, and senior leaders

• Ability to work autonomously

Function: Project, Program and Process Management
Responsible for planning, monitoring and managing internal projects and programs. Activities may include process and project identification, planning and execution. Secures required resources, use formal processes, tools and methodologies to manage project / program resources, budgets, risks and changes. Manages projects to ensure on-time completions according to specification and budget costs or manages enterprise programs to ensure program meets desired objectives or identifies opportunities to increase productivity and efficiency and enable increased growth.

Family: Process Management
Collects process data; analyzes and measures the effectiveness of existing business processes, leads effort to develop sustainable, repeatable and quantifiable business process improvements. Researches best business practices within and outside the organization to establish benchmark data and recommend applicable business process improvement opportunities.

Band: Professional Band
• Applies a theoretical knowledge-base to work to achieve goals through own work
• Characterized by specific functional expertise typically gained through formal education
• May provide guidance to others as a project m