Director, HIAA Operations

The Director of HIAA (Healthcare Intelligence and Advanced Analytics) Operations will be the central point for all operational and customer support functions within the HIAA ecosystem. This role will ensure seamless workflows for data ingestion, processing, and delivery while serving as the primary contact for customer onboarding, support, and ongoing management. The Director will focus on building scalable processes, creating comprehensive documentation, and collaborating with customers to ensure their success with HIAA products.

This position combines operational leadership with customer-facing responsibilities, requiring expertise in managing technical processes, addressing customer inquiries, and driving alignment across internal and external stakeholders. The ideal candidate will balance operational efficiency, customer satisfaction, and compliance excellence to support the growth and success of HIAA.

Primary Accountabilities:

Operational Strategy and Leadership (35%)

• Design and implement scalable workflows for data ingestion, governance, and delivery to support existing and new analytics products.

• Collaborate with product and engineering teams to ensure operational processes align with platform and product development goals.

• Establish metrics to monitor and continuously improve operational performance, scalability, and efficiency.

Customer Support and Management (40%)

• Act as the central point of contact for HIAA customers, addressing questions, managing escalations, and ensuring their needs are met.

• Oversee customer onboarding processes, ensuring smooth transitions from contract signing to product activation.

• Develop and maintain comprehensive customer-facing documentation, including user guides, FAQs, and best practices.

• Collaborate with legal and sales teams on contract management and operational requirements, ensuring alignment with customer agreements.

• Proactively engage customers to gather feedback, resolve issues, and ensure satisfaction with HIAA products.

Vendor and Regulatory Management (25%)

• Maintain strong relationships with vendors to optimize data pipelines, tools, and technologies used in HIAA operations.

• Ensure all operational workflows comply with healthcare regulations, including HIPAA and HITRUST.

• Maintain audit-ready documentation and processes to support regulatory compliance and minimize risks.

Key Responsibilities:

• Lead operational workflows to support both existing platforms and new product launches.

• Serve as the primary point of contact for customer support, managing inquiries and escalations with efficiency and professionalism.

• Build and maintain onboarding workflows to ensure customers are up and running quickly and effectively.

• Collaborate with internal teams to create customer-facing resources, ensuring clear and actionable documentation.

• Work with vendors to ensure the performance and reliability of data tools and technologies.

• Develop and document standard operating procedures for operational and customer support processes.

Qualifications:

Technical Skills and Experience:

• Education: Bachelor’s degree in Computer Science, Data Management, Business Administration, or a related field; advanced degree preferred.

• Experience:

  • 8+ years in operations, customer support, or program management roles, preferably in data-intensive or analytics-focused organizations.

  • Proven ability to manage customer onboarding, support, and operational workflows in a technical environment.

• Technical Expertise:

  • Strong understanding of data platforms, pipelines, and governance frameworks.

  • Familiarity with cloud platforms (e.g., GCP, AWS) and data tools (e.g., BigQuery, Looker).

  • Knowledge of regulatory standards, including HIPAA and HITRUST.

Leadership and Soft Skills:

• Customer-Centric Mindset: Proven ability to build strong customer relationships and ensure satisfaction.

• Operational Excellence: Expertise in optimizing workflows for efficiency and scalability.

• Problem-Solving: Skilled at addressing technical and operational challenges with effective solutions.

• Communication: Strong written and verbal communication skills, including experience creating customer-facing documentation.

• Collaboration: Ability to work effectively across teams, including product, engineering, and compliance.

Competencies:

• Customer Support Leadership: Acts as the primary advocate for customer needs, ensuring a seamless and supportive experience.

• Operational Excellence: Develops and optimizes workflows for reliable and scalable delivery.

• Compliance Leadership: Ensures all processes adhere to regulatory standards while maintaining flexibility.

• Vendor Collaboration: Builds strong partnerships with vendors to enhance operational performance.

Key Outcomes:

• Ensure all customers are onboarded within agreed timelines, achieving a 90% satisfaction rate in the first year.

• Create and maintain a library of customer-facing resources, reducing support inquiries by 25% through improved self-service capabilities.

• Develop operational workflows that support the launch of at least two new analytics products in the first year.

• Establish audit-ready processes that meet or exceed HIPAA and HITRUST compliance standards.

Physical Demands:

• Regularly required to operate a computer and communicate in virtual and in-person environments.

• Occasionally required to move or lift up to 25 pounds.

As an Inmar Associate, You Will:

• Take ownership of HIAA’s operational and customer support functions, ensuring alignment across internal and external stakeholders.

• Serve as the central point of contact for customers, providing responsive and professional support throughout their engagement.

• Foster a culture of excellence and collaboration, ensuring the seamless delivery of healthcare analytics solutions.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.