Senior Services Delivery Manager

Job Description Summary

‎ 

The Senior Services Delivery Manager is a true jack of all trades. This role requires a self-starter, someone who will dive right into the weeds but also knows how and when to pull themselves out. They are collaborative, a player-coach, and excited to constantly learn new things while embracing a fast paced and changing environment.

‎ 

How will you make an impact & Requirements

‎ 

Decision Making & Scope of Knowledge

• Demonstrates a proactive approach in all of the things they do to better the team.

• Viewed as a proactive, consultative thought partner.

• Highly self-sufficient and operates with little to no management. Needs no oversight & direction to prioritize workload.

• Performs high volume of simple to complex tasks with quality, and manages workload under high pressure circumstances.

• Prepares robust meeting agendas, project plans, etc. Drives against blockers from internal and external teams and keeps work moving as much as possible at all times.

• Comes prepared to 1:1s with solutions to issues & blockers and clearly articulates how manager can support.

• Leads CID org initiatives.

• Provides constant support to more junior team members to help develop their skills.

• Effectively manages up and is dependable to leadership.

• Sees and understands the vision of the team and works towards that.

• Strives to understand customer needs.

• Proactively identifies trends and seeks out problems. Brings them to appropriate stakeholders to work on solutions.

• Uses lessons learned to drive internal initiatives and educational opportunities for other team members.

• Voices opinion and follows up to ensure their influence drives decisions within the team.

• Well respected by peers and members of other teams.

• Uses leadership qualities the right way.

Autonomy

• Leads full scale E2E operational process development. Masters and utilizes cross functional relationships to amend or build new operational processes. Leads and documents full process requirements and deliverables. Responsible for training team to ensure team understands E2E process and executes with quality.

• Identifies, reports, and addresses operational inefficiencies to bridge product/process gaps by working with leaders and internal stakeholders.

• Uses Asana to create project complex, large scale plan templates and workflows for greater CID org, often involving downstream work and feedback from other teams.

• Assists team manager in various opportunities and acts as a proxy. Oversees daily, weekly, quarterly tasks & goals. Manages up appropriately.

• Participates in and leads strategic planning meetings. Manages data and operational reporting, can tell a story to clients and internal stakeholders.

• Excellent verbal communicator. Easily commands a room, drives agenda items and conversation to accomplish scope of meeting goals ; keeps meetings efficient and within time boundaries.

• Leads internal trainings with ease and can answer complicated questions clearly and without hesitation.

• Always communicates a suggested viable, tangible solution when raising a problem and takes ownership to drive solution.

• Helps handle escalation calls with customers. Communicates professionally under pressure and remains articulate when describing complicated scenarios, solutions, and next steps to issues that arise.

Complexity

• Expert knowledge of product features and functionality. Partners with product to scope new product capabilities/design and best practices. Partners with product on major internal tooling product design changes.

• Manages full configurations for standard products and has expertise on how to approach complex, custom client asks. Trains team on complex configurations and guardrails.

• Provides technical guidance to internal and external stakeholders, and voices product functionality concerns and shares suggested scaled solutions with product owners.

• Ability to resolve, oversee, and guide other team members on any type of escalated technical issue. Tracks and trends technical issues, with a focus on the bigger picture and effect on the business.

• Helps drive workstreams to implement long-term solutions and triage operations to prevent issues from reoccurring.

Management

• Manages and/or directs work for major health plans and/or high touch VIP customers. Deals $3.5M + This also includes care centers. C-Suite may have visibility into said projects/programs.

• Leads customer calls, escalation calls, strategy sessions in a proactive, consultative manner alongside CSM.

• Comfortable managing all types and sizes of clients, as well as handling the most difficult conversations.

• Uses influence to guide customers, CSMs, and Implementation Managers in their decision making process.

• Manages and tracks complex customer issues; partners with CSM and Support to drive better outcomes for the future.

• Plays a lead role in Refresh discussions with clients to help them achieve their goals and uplevel Castlight ROI.

• Drives requirements gathering sessions and documents requirements.

• Uses experience to drive improvements for product and processes, driving better outcomes for our clients.

• Ensures CID org understands the appropriate escalation channels and how to initiate asks to other teams. Manages up when needed.

• Partners with internal leaders to map out roles & responsibilities for new processes.

• Coaches and brings others along.

Compensation:   $74,083K - $92,604K & bonus eligible

‎