Operations Lead

2 weeks ago

Springfield, Illinois, United States The Computer Merchant, LTD. Full time

POSITION TITLE:

Operations Lead. This role is pivotal in ensuring the seamless execution of operational strategies. Read the detailed overview below to understand the responsibilities and qualifications required.


LOCATION:
Remote

COMPENSATION RANGE*: 60-80/ hour

JOB IDENTIFICATION:

EXPERIENCE REQUIRED:
Medicaid
Project Management

PMP JOB OVERVIEW The Operations Lead is tasked with overseeing the Operations and Infrastructure divisions, ensuring the delivery of services aligns with established Service Level Agreements and customer satisfaction goals.

This position requires the ability to unify various technical and functional teams within a large-scale, high-efficiency setting. The Operations Lead is a key member of the Operations Management team and reports directly to the Program Director.

Operations/Infrastructure Oversight:

  • Provides daily leadership and oversight of the Operations teams.
  • Currently manages single module operations with potential for expansion into multiple modules.
  • Supervises direct reports within Operations and Infrastructure divisions.
  • Monitors compliance with Service Level Agreements.
  • Collaborates with the Director to ensure accountability for service delivery and acts as a liaison with Delivery and Technology teams for resource allocation.
  • Develops and enforces policies and procedures for operations and infrastructure.
  • Continuously assesses user requirements and system capabilities to ensure systems are current and meet organizational needs.
  • Coordinates and leads daily team initiatives – may involve reviewing the work of direct report staff members within the Operations and Infrastructure divisions.
  • Provides input to senior leadership regarding management decisions and activities.

General Responsibilities:

  • Demonstrates comprehensive knowledge of operations and infrastructure methodologies, including ITIL best practices, and applies them to projects to ensure objectives are met.
  • Evaluates and adjusts plans to address both current and future needs.
  • Manages work situations that frequently involve future business challenges, maintaining a focus on strategic objectives.
  • Oversees resources (people, processes, technology) across the operations teams.

Client Engagement:

  • Collaborates with clients to analyze issues and challenges from their perspective.
  • Assists the Director in supporting clients on various projects.
  • Delivers client-facing presentations focused on quality.
  • Maintains a strong commitment to customer service and operational excellence.
  • Stays informed about new technologies and market trends.
  • Adheres to Client, CMMI, ISO, ITIL & URAC standards and processes.
  • Manages internal client relationships to ensure long-term organizational success.

Talent Development:

  • Solicits and provides performance feedback.
  • Recruits skilled, motivated leaders and team members, recommending potential hires to meet client commitments in alignment with Operations.
  • Encourages and facilitates the development of a robust knowledge base within the operations teams.
  • Conducts performance evaluations and corrective action plans for direct reports, measuring key performance indicators (KPI) while coordinating with Human Resources.
  • Responsible for administrative functions related to recruiting, training, and developing interpersonal skills among team members, conducting performance reviews, setting goals, recommending salary adjustments, ensuring compliance with timekeeping, and managing disciplinary actions when necessary.
  • Ensures optimal use of all available resources within the team and proper management of unassigned time.
  • Effectively manages conflict resolution.
  • Facilitates the performance management process within the Operations team, ensuring alignment with employee career aspirations and team objectives.

Professional Skills Required:

  • Domain knowledge of Medicare, Medicaid, or healthcare sectors.
  • Strong team collaboration skills.
  • Ability to communicate effectively with all management levels and across functional areas.
  • Highly organized with strong analytical skills and attention to detail.
  • Adaptability to task/project changes, with a proven ability to manage multiple projects with varying priorities.
  • Willingness to share time, knowledge, and information with others across various employee groups.
  • Demonstrates flexibility in responding to project demands and needs.
  • Proficient in troubleshooting, escalating, and resolving technical issues.
  • Capable of managing people, projects, and processes effectively.
  • Technical understanding with the ability to communicate, translate impacts, perform root cause analysis, and implement corrective actions.
  • Project management skills with the ability to create and oversee project plans.
  • Ability to meet deadlines and take initiative in project development and completion.
  • Strong problem-solving, analytical, and evaluative capabilities.
  • Excellent communication skills (verbal, written, facilitation) with strong presentation abilities.
  • Effective in both independent and collaborative team environments.
  • Self-motivated, capable of balancing multiple projects with minimal supervision.
  • Ability to work effectively within a matrixed environment.

Qualifications/Experience Required:

Bachelor's or master's degree with over 8 years of relevant experience, including 3+ years in management and operations leadership within large, complex organizations, particularly in centralized or matrixed teams.

Equivalent experience may be considered in lieu of a degree.
Proven expertise in client-facing roles
Extensive knowledge of operations and infrastructure processes and tools.

Willingness to travel and work onsite as required. Preferred qualifications include experience in healthcare operations, public sector healthcare programs, and familiarity with MMIS and ITIL methodologies.

Equal Opportunity Employer Veterans/Disabled * While an hourly range is posted for this position, the final hourly rate is determined by a comprehensive salary analysis that considers multiple factors including job-related knowledge, skills, qualifications, education, and experience compared to others in similar roles within the organization, as well as market and business considerations.

Benefits include medical, dental, and vision coverage; dependent care flexible spending account; 401(k) plan; voluntary life/short-term disability/whole life/term life/accident and critical illness coverage; employee assistance program; and sick leave in accordance with regulations.

Benefits may be subject to general eligibility, waiting period, contribution, and other requirements and conditions.
Remote working options are available for this role.

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