Senior Manager, Client Operations

The Senior Manager, Client Operations will manage the Client Operations team which services clients and executes on program deliverables for our most strategic accounts. This team assists with new program launches, administrative support, issue triage, and quality assurance. As the team lead, the Senior Manager will ensure day-to-day operations on the team run smoothly, managing workload, collaboration, priorities, and operational efficiency initiatives across the team. They will identify, make, and train new hires, as well. The Senior Manager, Client Operations should be able to juggle multiple responsibilities for themselves and their direct reports. The core objective for this role is to ensure the successful ongoing delivery of all Everly Health Solutions programs.

What You'll Do:

• Manage operations and performance of the team, including setting and managing against KPIs, facilitating trainings, documenting key processes, and setting focus 
• Manage the ongoing maintenance and upkeep of live programs and services
• Partner closely with the business development and account management team to manage the operational health and client satisfaction of the program, joining and participating in client calls as needed
• Vet & discuss all client change requests prior to implementation to mitigate downstream risks & cross-functional misalignment
• Act as the key liaison with internal stakeholders for issue escalation and development of RCAs, SOPs and mitigation plans, including joining all client retrospectives 
• Proactively identify opportunities and make recommendations to improve operational processes both internally and externally
• Partner with account facing teams on administering business reviews with key clients, owning the operational performance review section
• Drive initiatives and lead small groups focused on improving collaboration and communication between key cross functional teams
• Support customer service for lower tier accounts 

Who You Are:

• Team-oriented approach; loves people management 
• Passion for working with others and servicing clients
• Desire to research and resolve complex issues; excited about troubleshooting problems and finding solutions
• Able to work independently and in ambiguity 

Desired Qualifications:

• 4-7 years of relevant client services, operations and/or equivalent experience
• Minimum 2 years team leadership experience
• Minimum 2 years experience in healthcare (HEDIS, STAR ratings, HIPAA, FDA, CLIA, and other regulatory aspects of gaps-in-care and at-home testing)
• Working knowledge of industry standards for health plan eligibility (834 layouts, 270/271 transactions, etc.)
• Ability to drive strong execution of critical, complex deliverables across teams and promote excellence
• Proven ability to work with cross functional teams both internally and externally to maximize performance without compromising quality, budget, or timelines
• Ability to execute under high pressure and accelerated timeframes and quickly adapt to changes in priorities
• Ability to interact, present to and dialogue with C-suite level executives
• Experience with coaching team members to improve performance
• Advanced skill in monitoring staff productivity and quality
• Experience developing requirements for productivity, quality, and service dashboards and reports
• Experience developing new departments/disciplines is a plus
• Superior customer service skills 
• Excellent communication skills
• Proficiency in Slack, Jira, Looker, S3, SQL, and Google Apps required
• Bachelor's degree in Engineering, Operations, Computer Science, or equivalent work experience required
• Ability to build and adjust workflows in Jira
• Mastery of client-facing reports
• Mastery of all internal reports for GiC, including fall-out/error reporting
• Advanced knowledge of gaps-in-care products and kits
• Advanced knowledge of gaps-in-care product regulatory constraints and and limitations
• Ability to write and update SOPs (advanced)
• Ability to design and update checklists (advanced)
• Ability to quicksize IT efforts (basic skills, not advanced)
• Ability to write business requirements leading into technical design
• Basic understanding of corporate finance and budgeting
• Experience with setting goals/OKRs
• Certified Lean Six Sigma Black Belt is a plus