The VP, Enterprise Support & Performance (VP, ESP) is a critical role that unifies many areas to support and serve our customers. This person is accountable for directing the personnel, vendors, tooling and cross department teams necessary for service assurance across all company products for a $12m organization. Teams within this span include the enterprise’s Customer Service Center (NCSC), Operation Consultants, Synergy and other support teams such as table maintenance, scripting and financial support.

• Employs strategic planning to design the overall business strategy and individual resource alignments that support and deliver best-in-class performance outcomes
• Provides top level oversight for Incident Management, Alerting and Customer communications, Service Level management, Key performance reporting, File/Table maintenance, Scripting services, Audit Support, Defect Coordination and overall Customer Assurance
• Drives innovation through automation in tooling and processes to assure optimal resource assignment while reducing duplication and support fatigue
• Aligns shared services and practices across the customer base through standards and processes that ensure engagement by all necessary parties
• Oversees department design and processes that increase efficiencies, enhance processes and address issues that create solutions and support for your internal and external customers
• Engages with Plan business teams directly (one team) with a focus on reducing duplications and enhancing the operations model
• Effectively manages several P&L accounts within the cost of revenue budget to ensure teams remain within budget. Monitors and assures accounts practice appropriateness of use, accuracy and accountability
• Works with Leaders in both Product and AMS to ensure company products are highly available, performant and cost effective
• Monitors the performance and stability of the applications under area of accountability
• Evaluates and implements new technologies, tools, and processes to improve business support services with a focus on efficiency, security, and scalability
• Prioritizes and monitors a portfolio of projects and ensures successful non-disruptive outcomes
• Ensures security compliance and currency for all current SOC & HiTrust control objectives that are within the area of responsibility. Collaborates with the CISO for security

Required Knowledge, Skills, and Abilities:

• Demonstrates ability to utilize team and associated resources to meet functional goals, and business support and service needs
• Demonstrates a record of successful management of teams comprised of employees, contractors and multiple service providers across multiple support teams. Aligns with committed pricing structure, assures appropriate mix of team and manages all aspects of vendor relations.
• Collaborates to motivate, coach, and train staff with or without direct management accountability. Actively fosters, mentors and develops strong employee engagement with direct and extended staff using team building and leadership skills
• Exhibits Advance knowledge of industry and best practices related to customer service, help desk and performance management
• Strong background in incident management, communications, diverse team leadership, and customer assurance
• Employs a strategic mindset with strong planning, risk identification, negotiation, decision-making, facilitation, and process improvement skills
• Ability to build strategic relationships
• Effectively analyzes data and employs reporting tools and risk management principles
• Utilizes organization, adaptability and time management skills to effectively shift priorities

Experience:

• 10 years of managing leaders and team members in a leadership capacity, such as a Sr Manager, Director or Sr Director
• 15 years’ of demonstrated experience supporting health care business partners for multiple applications and products
• 10 years’ experience leading customer support centers and service organizations and help desk operations
• 5 years of experience leading external partners and business units in both an onshore and offshore model
• 5 years’ experience with service level management, consulting and performance assurance
• 5 years’ experience leading, managing, delivering and/or negotiating large contracts with IT vendors including multiple service providers (with resources on and off shore)

Required Training, Certification and Education:

• Bachelor’s Degree in Computer Science, Business Information Management, Mathematics  Business Administration or equivalent work experience

Preferred Training, Certification and Education:

• Master’s degree in Business, Computer Science or related field
• Certified project management professional (PMP)