Director, Delivery Operations

5 days ago

Louisville, Kentucky, United States GHX Full time

**Job Summary**

The Director, Delivery Operations will play a critical role in achieving operational excellence across the GHX Solution Delivery organization. This individual will oversee a vertical portfolio of products, ensuring that the value delivered meets customer expectations. The successful candidate will lead and provide resources for Go To Market activities, develop strategies to leverage current technology, and identify opportunities for product improvement.

**Key Responsibilities:**

  • Oversee a vertical portfolio of products to ensure value delivery meets customer expectations.
  • Lead and provide resources for Go To Market activities, ensuring all documentation is in place and staff are trained to deliver implementations.
  • Develop strategies to leverage current technology and improve solution delivery.
  • Identify opportunities for product improvement that may result in an enhanced customer experience or drive higher margin.
  • Manage, support, and mentor GHX project management, implementation, and integration staff to ensure strong performance and compliance with approved methodologies and practices.
  • Develop the team to achieve a high degree of cross-training, leading to greater flexibility and capacity.
  • Engage with contractors as needed to supplement resourcing needs or acquire specialized skills.
  • Support the Sales team by providing process and domain expertise.
  • Serve as a customer and internal escalation point for both project and technical issues.
  • Review SOWs to ensure Solution Delivery responsibilities are clearly defined and advise on the level of effort required to implement.
  • Support Sales to Solution Delivery and/or Solution Delivery to Support transitions for new business.
  • Support the Project Delivery Model and monitor the capacity of their teams to ensure the organization remains in line with service level agreements.
  • Identify capacity bottlenecks proactively and work towards operational excellence and continual quality improvement.
  • Contribute to department capacity, revenue, project status, and performance reporting.
  • Assist with the delivery and follow-up related to customer satisfaction surveys.

**Requirements:**

  • Bachelor's degree in a related discipline or 10 years of relevant work experience, or a combination of education and related experience.
  • 2 years of leadership experience of remote teams of 10 or more.
  • Demonstration of varied success in the implementation and integration of mission-critical IT solutions, preferably in a healthcare environment.
  • Knowledge of relevant data standards and the ability to act as a technical resource for both their teams and product management.
  • Experience with server and desktop Operating Systems, computer hardware, networking, security standards, and communication protocols.
  • Expertise with Enterprise Application Integration (EAI) software and technologies.
  • Experience with specific Materials Management Information Systems (MMIS) and/or Enterprise Resource Planning (ERP) systems.
  • A high degree of expertise in EDI/XML data translation software.
  • Familiarity with healthcare supply chain business processes and solutions that automate those processes.
  • Demonstrated ability to think strategically.
  • Experience and ability to excel at managing staff in a fast-paced, customer-facing, and collaborative team environment.
  • Experience with business operations and reporting.
  • Excellent interpersonal, organizational, presentation delivery, analytical, and problem-solving skills.
  • Ability to travel up to 10% (US) required.

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