Director, Client Services Operations – Chicago, IL

Our client company is a leader in providing financial software solutions to healthcare provider organizations. As a key member of the leadership team, the Director of Client Services Operations will be responsible for managing and improving functions that are necessary to efficiently and successfully implement, optimize, and support technology within the client base. You will be a strategic leader and have a significant role in enabling the growth of the company. You will  build and maintain an effective team that consistently delivers high-impact services to the client base. Additionally, this role will be responsible for designing and improving processes that are needed to enable scalability and predictability in delivery of client services.

Responsibilities, not limited to:

  • Reports to the Senior Vice President for Client Services and Operations and is a member of the senior leadership team
  • Responsible for managing, improving, and scaling the functions needed to deliver high quality, on-budget implementation, optimization, and technical support projects. Functions include: Knowledge Management, Internal Project Management, Staff Scheduling, Client Project Management, Client Success Programs, Metrics & Accountability
  • Accountable for improving performance on core client services metrics including client experience, delivery efficiency, and external technology rating organizations
  • Leading, facilitating, and guiding major internal initiatives to continuously improve operations
  • Development and on-going maintenance of a set of core metrics used to monitor performance on client services delivery
  • Collaborate with the Senior Executive team to set vision and prioritize initiatives for the Client Services Operations team
  • Collaborate with other functions and departments to drive business results and client satisfaction
  • Develop leadership, client service, and technical skills among direct reports and operations staff. Facilitate development of skills within the client services teams through training, mentoring, and job-shadowing programs

Education & Experience:

  • B.S. in Business, Healthcare Administration, Management, Operations, or related field
  • Master’s in Business, Healthcare Administration, Management, Operations, or related field preferred
  • Minimum 10 years’ experience in a professional services or client services organization, as an internal consultant, or in an operational leadership role
  • Preferred minimum of 2 years experience in healthcare, preferably in a healthcare provider organization
  • Track-record of successfully designing and implementing processes and improving existing processes in complex organizations
  • Proven success leading and managing cross-functional teams
  • Excellent problem solving and analytical skills
  • Excellent oral and written communication skills
  • A drive to learn quickly and constantly adapt to new challenges
  • Strong self-motivation, and the ability to work effectively with limited guidance when necessary

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