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Delivery Operations Director

2 months ago

King of Prussia, Pennsylvania, United States ConcertAI Full time

About ConcertAI

ConcertAI is a leading provider of precision oncology solutions for biopharma and healthcare, leveraging the largest collection of research-grade Real-world Data and the only broadly deployed oncology-specific AI solutions. Our mission is to improve translational sciences; accelerate therapeutic clinical development; and provide new capabilities for post-approval studies to accelerate needed new medical innovations to patients and to improve patient outcomes.

ConcertAI has emerged as one of the highest growth technology companies in Real-world Data and AI, backed by industry leading private equity companies: SymphonyAI, Declaration Partners, Maverick Ventures, and Alliance|Bernstein.

Job Summary

The Director of Delivery Operations is responsible for maximizing operational efficiency of processes that support the monitoring and tracking of client deliverables for production delivery and project work. The Director will have a wide variety of tasks including but not limited to providing strategic direction on the development of new tools and processes to aid the delivery teams, coordinating operations to ensure inbound data and outbound deliverables are monitored, tracked and delivered according to company and client standards, as well as hiring and coaching team members.

Key Responsibilities

  • Provide strategic direction by monitoring customer satisfaction and industry trends and then recommending new operational standards and customer service procedures.
  • Apply continuous improvement to existing processes.
  • Identify and assist support teams in resolving issues while complying with service-level agreements.
  • Manage one or two accounts at the manager level.
  • Manage a team of Operations Coordinators, that manage day to day customer support operations to ensure deadlines and standards are meet.
  • Develop best practices and strategic initiatives.
  • Provide support to the Client Service Manager and Project Manager teams.
  • Take an active role in recruitment, onboarding, and talent development of members of the customer support team.

Requirements

  • Must have 10 years experience in program and project management.
  • Experienced leader who excels at decision-making who keep the customer experience in mind throughout all of their tasks.
  • Adept problem solvers with the capability to think quickly in urgent, critical situations.
  • Ability to track multiple projects, client accounts, employee teams and activities simultaneously.
  • Advanced data analysis skills.
  • Ability to maintain a high level of professionalism and autonomy along with a program management style that promotes progress through teamwork in a collaborative environment.
  • Demonstrated ability to develop and maintain relationships in a diverse business environment.
  • BA/BS in Technology, Business, or equivalent in related field.
  • Experience in Technology with a focus on data aggregation.