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Wolters Kluwer Director, Customer Service Operations - Customer Operations in Indianapolis, Indiana

Director, Customer Service Operations

Reporting to the General Manager and a core member of the Operating Leadership Team, the Director, Customer Service Operations has responsibility for the core processes and tools that support the new business line risk adjustment customer acquisition, onboarding and ongoing operational support plus operations for existing HL products.

Essential Duties and responsibilities:

  • Strategic oversight for customer operations, implementations, client services to drive high satisfaction and expansion.

  • Provide oversight and direction to all service operations teams including software implementation, client support, client reporting, client and internal training, sales and service operations, business process operations.

  • By Developing close relationships with each business function to ensure ongoing alignment of the strategic client service operations plan and organization with the business objectives and strategy of the organization

  • Partnering with colleagues across the Wolters Kluwer Health Division to advance the goal of advancing client service operations to consistently provide world class service to WK Health customers

  • Continuously improving the service organization by introducing new business processes and tools that drive economies of scale, increased time to value, high quality deliverables and increase the trust our clients have in the clinical and operations teams providing solutions to their organizations.

  • Collaborate with the other members of the executive team including the general manager, and the leaders of the product management, sales, technology, finance, clinical and marketing organizations to build and continuously refine and execute a winning business operations strategy that drives strong revenue growth, increased market share, excellent margins and health care industry recognition for outstanding software and solutions which help our clients successfully achieve their goals

  • Drive and inspire innovation throughout the organization focusing on identifying and integrating new technologies, tools, methodologies, and processes that will advance the quality, scalability and interoperability of the services provided by this operating unit and the Wolters Kluwer Health Division.

  • Develop and execute a client services vision for the organization that realizes the business vision put forward by the leadership team.

  • Create business cases and secure funding for investments in resources, tools and technology that advance the strategic goals of the organization including improved scalability and quality of the service organization

  • Develop, implement, and sustain disciplined customer implementations processes for onboarding, implementation, training and effectively ‘Go-live” results in high customer satisfaction. Collaborate cross functionally and oversee delivery of an ongoing customer service and operational support. Lead activities to kick-off customer engagements, scope and communicate data and solution requirements with ongoing feedback on delivery, accuracy, and quality.

  • Maintain alignment with Product Management organization to support the clinically accurate and timely development and prioritization of Product Roadmap features through the input of service operations subject matter experts and clinicians

  • Partner with the Sales organization to ensure smooth handoffs between Sales and Service. Collaborate with Customer Success and Account Management to resolve client issues and ensure high levels of customer satisfaction.

  • Own all external vendor contracts and relationships required for operational delivery. Evaluate and monitor vendors for quality to ensure delivery with accountability to replace or change partners as necessary.

  • Oversee the service in both risk adjustment and other products such as content services, cNLP evaluation/implementations, RDM and data normalization services.

  • Partner cross functionally with Senior leadership to build trust and calibrate performance against key metrics and improvement opportunities Participate in and lead strategic projects that drive successful delivery of company goals.

Requirements:

  • Bachelor’s degree or equivalent experience; MBA in management, finance, or healthcare administration preferred.

Experience:

  • 10+ years of management experience, with extensive operation and customer experience. Implementing software and services in a healthcare setting preferred.

  • Achieving Operational Experience and operational improvement

  • Background and deep understanding of the healthcare information technology industry are strongly preferred

  • Project Management, Program Management and Lean Six Sigma experience training and certification preferred.

  • SaaS software platform implementation & support experience preferred.

  • Experience designing, implementing, and managing client relations and operations.

  • Must be able to collect/analyze data, get to consensus and make decisions that are based on strong strategic and financial rationale.

  • Experience in managing budgets, prioritizing activities, building teams, managing to deadlines, and delegating responsibilities.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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