OVERVIEW

This role is responsible for overseeing the operation of a long-term healthcare program with a key client. The Manager will be accountable for staffing, performance management, service quality, productivity, client relations, and ensuring program profitability. This position requires strategic leadership to drive operational excellence and maintain strong, effective partnerships with both the internal team and the client.

RESPONSIBILITIES

• Lead the development and execution of Northwell’s TDR project, including process design and reporting frameworks.
• Oversee staffing and capacity management to ensure optimal support for the TDR project and other initiatives as needed.
• Provide business development and pre-sales support to drive growth and opportunities.
• Manage overall operational productivity, performance, and efficiency across projects.
• Act as Process Lead/Expert/Consultant to ensure best practices and continuous improvement.
• Oversee Quality Assurance initiatives and drive efforts to maintain high levels of customer satisfaction.
• Provide stewardship and thought leadership within operations and across the enterprise.
• Build and maintain strong client relationships, overseeing account management and development.
• Lead the coordination and collaboration across teams within the Healthcare division to ensure alignment and success.

QUALIFICATIONS

• 5+ years of experience managing projects, service desk, help desk, or contact center operations.
• Proven track record in building, scaling, and enhancing service operations.
• Demonstrated success in developing high-performing teams and consistently achieving challenging goals.
• Exceptional customer service skills with a focus on delivering high-quality service.
• Assertive, professional demeanor, with the ability to effectively advocate for program and division objectives.
• Strong verbal and written communication skills, with the ability to engage stakeholders at all levels.
• Professional presence and excellent presentation skills, capable of conveying ideas clearly and persuasively.
• Strong analytical and data reporting skills, with the ability to extract actionable insights.
• PMP certification (preferred).
• Willingness to travel to client sites as needed.

SUCCESS MEASUREMENTS / EXPECTED OUTCOMES

• Adherence to timelines, meeting project goals, and quality standards.
• Productivity measures, such as task completion rates, process improvements, and cost management.
• Successfully driving business growth by securing additional business opportunities, increasing the scope of services with existing clients, and contributing to pre-sales efforts.
• Building and maintaining a high-performing, engaged team, with low turnover and high morale. Ensuring that team members consistently meet or exceed performance goals.
• Tracking the successful implementation of process improvements and operational changes that lead to enhanced service delivery.
• Achieving and maintaining profitability targets for the projects while ensuring the efficient use of resources and managing costs effectively.