Manager, Strategic Operations

Manager, Strategic Operations

Full TimeManagement

Orlando, FL, Maitland, FL, US

SUMMARY:

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers. 

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

Alegeus seeks a Strategic Operations Manager / Director to join their dedicated, passionate team of professionals. The Strategic Operations Manager / Director will be responsible for maintaining the strategic relationship between Alegeus and its clients to drive the success of programs with high quality execution. This individual will interact with the General Manager, Strategic Accounts to serve as a liaison between teams across the organization, as well as our clients, to ensure all project targets and requirements are met with top tier support.

The desired candidate should have experience with large scale, strategic client implementation and advanced Project Management skills that demonstrate thorough understanding of key concepts and principles of programs. The Strategic Operations Manager / Director should be self-directed, highly organized, and have the ability to manage critical situations. 

MISSION: provide an exceptional customer experience that results in enduring client relationships and a customer retention rate of 98% or higher

OUTCOMES:

1. Drive Service Delivery turnaround time to an average of 5.0 days or less each quarter Achieve client NPS scores averaging 8.0 or higher (0-10 scale) from clients completing NPS survey Launch client-specific daily QA program within 45 days of starting role to include daily update to client on operational status Meet annual new account growth targets by ensuring customer is completely satisfied with operational experience Ensure no more than 5% rework rate on closed and completed issues Acknowledge in writing 95% of incoming requests from client(s) within 24 hours Work with Alegeus team to assemble and deliver weekly client and employer-level scorecards and meet 95% timeliness standard Average less than 5 days for resolution of P0 or P1 tickets Deliver exceptional new program launches with less than 4 tickets in first 60 days post-deployment categorized as P0 or P1 for each new client implementation and less than 2 tickets in first 60 days post-program feature update categorized as P0 or P1 If applicable, drive employer account status to be at least 80% green If applicable, work with Member Solutions team to meet 95% of annual service level agreements

MAJOR RESPONSIBILITIES:

• Manage and maintain client and employer issue tracker, leveraging TeamSupport, and ensure operations teams are closing out open issues in a timely manner As applicable, manage a cross-functional team of operations and matrixed resources to meet client needs Directly manage and coordinate several simultaneous projects through all phases of the project life cycle Ensure a structure is in place to promote consistent, high-quality delivery ensuring conformance with work standards and all contractual obligations Develop, define and execute project plans, project scope, activities, schedules, budgets and deliverables Ensure all projects are being completed on time and to standards established to deliver a quality product, while mitigating risks when needed Interact with product development, sales, client relationship teams, technology solutions, services delivery and/or other cross-functional teams Ensure efficient delivery of both business process and system improvement opportunities within our range of products Leverage existing relationship – and establish new ones – to support and advance account development goals

EDUCATION / EXPERIENCE:

• Minimum of a Bachelor’s Degree required 3+ years’ experience in a Project Management or Implementation Management role Experience in Health Plans and/or Consumer Directed Health plans (FSA/HRA/DCA/etc.) preferred Experience or knowledgeable of bank processes and procedures and/or Health Savings Accounts (HSA) preferred

PERSONAL CHARACTERISTICS, SKILLS & KNOWLEDGE:

• A passion for healthcare consumerism
• Strong outside-in, customer-focused mindset
• Outstanding verbal and written communication skills
• Detail-oriented, self-directed, technically savvy and highly organized
• Ability to establish strong working relationships with large scale, strategic clients
• Ability to operate effectively in a fast-paced environment with competing and shifting priorities
• Advanced Project Management skills that demonstrate understanding of the concepts and principles of project management tools and processes, with the ability to manage critical situations
• Travel will be required up to 25% of the time