Operations & Incident Program Technical Manager

2 weeks ago

Minneapolis, United States Brooksource Full time

Operations & Incident Program Manager

Minneapolis, MN


Our software client is seeking a dedicated and experienced Technical Operations Program Manager to oversee the day-to-day operations of their healthcare vertical, as well as dive into issues themselves. This role is a great blend of leadership as well as an individual contributor role, if you are looking to use your vast technical knowledge and make a step into a leadership role this is a perfect fit.


This role demands a strong background in technical program management, exceptional organizational skills, and the ability to collaborate effectively with both internal teams and external stakeholders. The Operations Program Manager will be responsible for managing all operational aspects of the healthcare program, with a strong emphasis on technical issue resolution, system integrations, and maintaining service level agreements (SLAs).


Responsibilities:

  • Critical Incident Management: Lead resolution of high-impact incidents as a Tier 3 escalation point, ensuring seamless stakeholder communication and SLA compliance.
  • Technical Program Leadership: Oversee all technical aspects of a healthcare engagement program, driving strategic alignment, innovation, and operational excellence.
  • Client Partnership: Serve as the primary client liaison, managing expectations, timelines, and deliverables while fostering strong relationships.
  • Technical Problem Solving: Identify and resolve complex issues (e.g., file transfers, APIs, integrations) in collaboration with cross-functional teams.
  • Process Optimization: Monitor performance metrics, implement best practices, and drive technical improvements to enhance efficiency and reliability.


Qualifications:

  • 5+ years in technical operations or program management, ideally in a global or multinational organization.
  • Bachelor's degree in IT, computer science, or a related field (advanced degrees/certifications preferred).
  • 2+ years managing teams of 3+; effective collaboration with cross-functional teams.
  • Proficiency in file transfers, API integrations, system workflows, and SLAs; healthcare or loyalty program systems knowledge is a plus.
  • Proven ability to lead complex technical projects, resolve issues, and ensure system reliability.
  • Strong written/verbal skills for technical and non-technical audiences.
  • Data-driven problem-solving and decision-making abilities.
  • Skilled in managing client relationships and technical deliverables.


Preferred Technical Qualifications:

  • Cloud computing (AWS), Jira, performance monitoring tools (e.g., New Relic), GitHub, and basic API development (JavaScript).


Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

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