Manager of Operations Project Management

Employment Type: Full-Time

Position Overview

This role is critical in leading and developing the team responsible for successfully launching strategic clients and leading complex, cross-functional projects within Member Care. The Manager of Operations Project Management is accountable for ensuring the Operations Project and Program Managers have the necessary guidance, tools, resources, and information to successfully execute projects and drive operational effectiveness. This position involves working closely with Member Care leaders and cross-functional partners to proactively identify and resolve operational issues and oversee project management for small, medium, and large-scale initiatives. This is a people manager role reporting into the Director of Operations Enablement.

Primary Responsibilities

Leadership and Team Management

• Oversee and manage the team of Operations Project Managers and Program Managers, providing direction and support for their daily responsibilities.
• Responsible for the career development of the Operations Project Management team members.
• Lead and engage the team through high-pressure situations, fostering a collaborative and productive environment.
• Foster an inclusive style that brings people together to effectively meet shared goals.
• Maintain regular communication with Senior Leadership on team status, key initiatives, team performance, and overall project health.

Operational Oversight and Execution

• Ensure the team effectively follows project management best practices to lead small, medium, and large-scale projects and strategic client launches impacting Member Care.
• Provide oversight to ensure Member Care has the tools, systems, and processes in place and documented to successfully execute assigned projects.
• Ensure the team represents Member Care in cultivating strong and healthy relationships with clients, insurance carriers, and consultants.
• Oversee the team's efforts in driving major issue resolution during launches or projects.
• Guide the team in process-development and problem-solving with external vendors and carriers.
• Provide subject matter expertise on Care Team roles and functions, supporting the team in their project work.

Process Improvement

• Champion identifying process gaps or inefficiencies and solving problems across operational workflows within the team's scope of project management.
• Support the team in driving measurable results and improving operational effectiveness through process improvements.
• Cultivate an appetite for standardization and automation, where possible, to drive efficiencies within project management processes.

Cross-Functional Collaboration

• Serve as a thought partner for Member Care leadership and cross-functional partners.
• Ensure effective collaboration with Training, Quality, Knowledge Enablement, CaPS (Care Delivery, Planning and Strategy), etc. to ensure successful project and launch outcomes.
• Demonstrate a strong ability to lead through influence and secure cross-functional commitments to deliver on operational goals.
• Represent Member Care to internal and external stakeholders regarding project and program initiatives.

Outcomes

• Ensure the team is hitting all goals and metrics targets.

Experience/Skills

• Bachelor's Degree
• 3+ years of people leadership experience
• 5+ years operations/project/program management experience
• Experience in Process Improvement - fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste
• Experience working with external clients and vendors to problem solve, improve processes, and gain efficiencies
• Strong analytical skills with demonstrated ability to mine and analyze data
• Experience in healthcare, healthtech, care navigation or health insurance
• Strong written and verbal communication across levels from leadership to front line teams, with demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way
• Strong ability to lead through influence and secure cross-functional commitments
• Takes ownership
• Curious nature