Client Operations Manager

Role Overview

• Analyze, interpret, and validate client requirements to plan for client solution delivery prior to collaborating with downstream functional teams.
• Partner and build strong relationships with clients and cross functional teams to support operational changes throughout the client lifecycle.
• Effectively convey diverse client needs internally, driving the resources needed for successful solution delivery.
• Ability to explain technical concepts confidently to non-technical audiences; familiarity with healthcare terminology.
• Lead meetings and conference calls with clients and internal partner teams.
• Mentor and coach team members to facilitate successful achievement of team goals.
• Lead and support projects that aim to improve the client lifecycle to achieve scalability and automation.
• Manage multiple projects simultaneously, assisting team to deliver on time.
• Use organization wide and departmental KPIs to drive prioritization and decision-making.
• Ensure client satisfaction through follow-up and thorough communication.
• Create and manage customer-specific materials and process artifacts.
• Complete ownership on the execution of projects end to end, including discovery, analysis, solution planning and delivery with executive read outs and reporting throughout lifecycle of a project.

Requirements

• 4 years minimum (preferred) of professional implementation and/or direct project management experience
• 3+ years preferred of client facing experience
• Possess strong end to end operational knowledge to act as a subject matter expert for all operational client needs
• Excellent interpersonal communication skills, communicating and working with clients and internal partners (Technical Data Teams, Sales, Marketing, Client Management, etc.); ability to communicate with both upper management and less experienced team members
• A creative and solution-oriented mindset with excellent problem-solving skills, to understand and respond to new and diverse client and project needs
• Experience with healthcare, health benefits, health and wellness, health plans or health systems
• The ability to work effectively and efficiently across multiple projects and balance competing priorities cross-functionally
• A metrics-driven approach, with the ability to set and track individual project metrics that are linked to company and team goals
• The ability to identify needs, jump in, and work independently and be a team player to support larger team initiatives as needed
• Keen attention to detail / strong technical understanding
• Experience working with all levels within a client organization; from the strategic to the tactical
• Experience leading meetings and presentations
• PMP Certification is a plus, but not required
• Multi-lingual is a plus (proficient in English)
• Bachelor’s Degree from an accredited college/university, Master’s Degree is a plus.

Tech Stack

• PMP

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options
• Performance bonuses