Director, Application Support

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.

Overview:  The Director, Application Support manages the customer facing support organization for our customers. Responsibility includes the support of our new and existing customers who utilize Inovalon ONE Platform as well as troubleshooting technical problems.

Duties and Responsibilities:

• Work with leadership to develop strategies to improve and maintain a high standard of customer satisfaction;
• Implement and support a service model and standards across the team to continuously improve our Customers Total Customer Experience;
• Create, measure and exceed service standards and key performance metrics for customer and partner interactions;

• Oversee a team of support personnel including setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues; implements procedures and metrics pertinent to the effective and efficient operation.
• Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management processes;
• Identifies and develops key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyzes, evaluates, monitors, and reports department operating performance data to include communicating analyzed results to senior management.
• Serves as point of escalation for customers to resolve highly complex problems; collaborates with cross functional teams to resolve escalated customer complaints.
• Stays abreast of new product developments and tactical direction to the business regarding technical support challenges; provides documentation and specific product suggestions influencing product direction.
• Manages operational and communication impacts of planned changes, outages, and technology emergencies.
• Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base;
• Partner with Inovalon’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes
• Engage directly with our customers to garner feedback and ensure quality of service;
• Implement systems and processes designed to enable scale and support excellence;
• Build upon Inovalon’s Support career framework to enhance the team’s focus on personnel development;
• Maintains knowledge of technology and industry trends and processes and disseminates information to the Customer Support team.
• 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; and
• 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.

Job Requirements:

• Minimum 12 years leading customer-facing support teams with a commitment to providing superior customer experiences;
• Minimum 6 years’ experience in a leadership position including managing high performing managers;
• Proven experience working in Support in a growing SaaS-based company;
• Dedicated cross-functional orientation and ability to build relationships with other leaders and teams;
• Creative problem-solving ability and forward-thinking mentality;
• Strong leadership and communication (verbal, written, and presentation) skills;
• Previous experience managing remote teams and ability to develop both in-office and virtual teams;
• Proven ability to execute strategic projects that enhance and support customer support excellence;
• Demonstrated working knowledge of budgets; and
• Experience driving innovation and continuous improvement programs.
• Possess the ability to translate a complex problem into a simpler language for the customer and vice versa.
• Healthcare IT industry experience preferred.
• Ability to identify and analyze operational processes and drive corrective/preventative action plans.
• Ability to deal effectively with changing priorities in a diverse organization.

Education:

• Bachelor's degree or equivalent experience in Technology.

Physical Demands and Work Environment:

• Sedentary work ( i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range$132,000—$160,000 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply.  Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles. 

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth. 

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement. 

To review the legal requirements, including all labor law posters, please visit this link

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link