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Vice President, Client Service Operations

Strata Decision Technology’s client services organization consistently aims to deliver high-impact, world-class services to our client base. As a key member of the leadership team, the Vice President, Client Service Operations will be responsible for managing and improving functions that are necessary to efficiently and successfully implement, optimize, and support our technology within our client base. This role will need to build and maintain an operational cadence, designed to drive client satisfaction and business success. This role will be responsible for designing, implementing and ensuring adoption of processes and structure to scale operations to meet growing demand and to provide visibility and predictability into performance. This role must be a strategic leader with strong operational experience and ready to enable the growth of Strata Decision Technology.

Responsibilities, not limited to:

  • Reports to the Senior Vice President for Client Services and Operations and is key member of the Client Services senior leadership team. Areas of responsibility include data integration, software implementation, post-go live optimization, technical consulting, training and on-boarding, performance tracking and improvement. Major processes include project scheduling, staff scheduling, resource planning, project profitability reviews.
  • Responsible for designing, improving, managing and scaling the functions needed to a world class client experience that generates profit for the company. Works collaboratively with other functions and departments to drive business results and client satisfaction
  • Collaborate with the Senior Executive team to set vision and prioritize initiatives for the Client Services Operations team
  • Refinement and on-going maintenance of a set of core operating metrics that will be used to monitor performance on client services delivery.
  • Designs and leads a deliberate operating cadence that promotes understanding of results, learning from the past, forecasting business results, and conducting root causes analyses to identify improvement needs 
  •  Identifying, leading, and guiding implementation of improvement projects designed to continuously scale and improve performance on metrics
  • Accountable for improving performance on core client services metrics including client experience, delivery efficiency, project profitability, on-time go-lives, and ratings with external technology rating organizations, e.g. KLAS, HFMA
  • Has an important role in developing leadership skills, client service skills, 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, Operations Management, Healthcare Administration, Information Systems Management or related field
  • Master’s in Business, Operations Management, Information Systems Management Healthcare Administration, , or related field preferred
  • Minimum 7 years of management experience in a client services or implementation function within a software company or software installation company.
  • Experience in healthcare’ experience working within a healthcare provider organization and working closely with healthcare providers, preferred.
  • Demonstrated ability to consistently make good decisions through a combination of metrics, data, analysis, wisdom, experience and judgement.
  • Track-record of successfully designing and implementing processes and improving existing processes in complex organizations.
  • Highly confident using data to solve problems, investigate solutions, make decisions and drive results.
  • Exhibits integrity, compassion, authenticity and curiosity in all facets of the job.
  • 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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