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Operations Manager, Customer Solutions

2 months ago

Dallas, Texas, United States Baylor Scott & White Healthcare Full time
Overview:

The healthcare sector is confronted with numerous challenges, including high costs, inadequate customer service, and variability in care quality, which often do not align with patient needs, resulting in an unsatisfactory service experience. Despite promising advancements in treatment innovations, the delivery of care remains inconsistent, leading to further complications. It is essential to reimagine a system that prioritizes the needs of those we serve, providing high-value solutions to these critical issues.

Baylor Scott & White Health (BSWH) is committed to establishing a customer-centric strategy to address these challenges. As part of Baylor Health Enterprises, an internal startup within the health system, we are innovating products and services. The Customer Solutions team acts as a significant growth driver, responsible for the development and launch of new digital customer solutions. This team seeks to generate growth from innovative "white space" opportunities, focusing on ideas that integrate both digital and traditional in-person channels.

The Customer Solutions team has unique access to BSWH executives, major investors, and leading startups in the industry. Candidates with an entrepreneurial mindset will find a stimulating environment, a supportive team, and the chance to cultivate a diverse skill set while making a meaningful impact in healthcare.

We are seeking individuals who are passionate problem solvers eager to create a new paradigm for customer service.

Position Overview:

The Operations Manager for Personal Health Coaching and Chronic Conditions Management will oversee the operational components of the product. Responsibilities include tracking key performance indicators and objectives, managing relationships with internal and external stakeholders, collaborating closely with the clinical care team to enhance service delivery processes, defining technical requirements for data management, and troubleshooting any arising issues during the development phase.

This role presents an exciting opportunity to join an innovative team that is redefining how healthcare providers approach market engagement and fosters an environment conducive to professional development. The products and services developed by the Customer Solutions division will directly address the complexities of healthcare and alleviate the challenges faced by customers.

Key Responsibilities:

  1. Manage operations to ensure seamless product development
    • Recruit, engage, and train clinical stakeholders for product trials
    • Coordinate with external partners and vendors
    • Engage subject matter experts within the agile team to outline and define operational processes supporting the product roadmap
    • Determine staffing requirements for each product function
    • Collaborate with the clinical care team to build, monitor, and enhance operational processes
    • Work alongside the Portfolio Lead, Product Lead, and Product Manager to execute a comprehensive product vision and strategic direction
    • Maintain an in-depth understanding of the problem landscape, competitors, and industry trends
  2. Monitor and evaluate performance to drive continuous product improvement
    • Measure objectives and key results alongside other critical product metrics
    • Proactively identify and resolve issues and risks, communicating impacts and recommendations to leadership
    • Troubleshoot and resolve issues related to staff processes, technology, applications, or product features affecting customer experience
    • Analyze performance and competitive landscape
    • Collaborate with Customer Analytics and Research Teams as needed
  3. Implement the product roadmap to deliver solutions aligned with strategic objectives
    • Guide and direct data and operations teams to support the execution of the product roadmap
    • Provide leadership to the development team, fostering a collaborative and high-performing work environment
    • Draft and execute operational epics, features, and stories within the agile sprint framework, ensuring alignment with business objectives through communication with leadership.
Success Criteria:
  1. Ensure successful product launches that address customer needs while providing a positive experience
  2. Foster strong collaborative relationships within the Customer Solutions team and across the BSWH organization
  3. Build robust partnerships with clinical stakeholders
  4. Ensure product development adheres to the technical specifications outlined in the product roadmap
  5. Quickly troubleshoot and resolve issues as they arise.
Location: Dallas, Tx.

Schedule: Full time, Hybrid.

Benefits:

Our competitive benefits package includes the following:
  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1
Qualifications:
  • EDUCATION - Bachelor's degree or 4 years of relevant work experience
  • EXPERIENCE - Minimum of 5 years in a related field