Operations Manager, Customer Solutions - Baylor Scott & White Health
Dallas, TX
About the Job
Background :
The healthcare industry faces many problems - affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.
Baylor Scott & White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative "white space" opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.
The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in healthcare.
We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.
Position Summary:
The Personal Health Coaching, Chronic Conditions Management Operations Manager will be responsible for overseeing the operations aspects of the product. They will track key metrics and OKRs, manager internal and external stakeholder relationships, work closely with the clinical care team delivering product services to build and enhance their processes, build technical requirements for the data, and troubleshooting any issues that may arise during the build.
This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.
Jobs to be Done:
1. Oversee operations to support smooth product development
2. Recruit, engage, and train participating clinical stakeholders for product pilots
3. Work and coordinate with external partners/vendors
4. Engage subject matter experts on the agile team to scope and define operational processes to support the product roadmap
5. Determine the staffing levels required for each product function
6. Work closely with the product's clinical care team to build, monitor and improve operational processes
7. Collaborate with the Portfolio Lead, Product Lead, and Product Manager to support the execution of a comprehensive product vision, strategic product direction, and product roadmap
8. Maintain a deep understanding of the problem space, competitors and industry
9. Monitor and analyze performance to continually improve products
10. Measure OKRs and other key product metrics
11. Actively identify and resolve issues and risks, communicating impact and recommended resolution to leadership
12. Troubleshoot and resolve issues associated with staff processes, technology, application, or product features that impact customer experience
13. Monitor and analyze performance and competitive environment
14. Coordinate with Customer Analytics and Research Teams as necessary
15. Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectives
16. Collaborate with and direct the data and operations teams to support execution of the product roadmap
17. Provide guidance to the development team, fostering a collaborative and high performing work environment
18. Write and execute operational epics, features and stories within the agile sprint construct and communicate with leadership to ensure prioritization aligns with business objectives.
Success Factors:
1. Oversee successful product launch that address customer problems with a positive customer experience
2. Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization
3. Build strong collaborative relationships with clinical partners
4. Ensure the product development is executed according to the product roadmap technical specifications
5. Troubleshoot and expedite issues as they arise.
Location : Dallas, Tx.
Schedule : Full time, Hybrid.
BENEFITS
Our competitive benefits package includes the following
+ Immediate eligibility for health and welfare benefits
+ 401(k) savings plan with dollar-for-dollar match up to 5%
+ Tuition Reimbursement
+ PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
+ EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
+ EXPERIENCE - 5 Years of Experience
As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The healthcare industry faces many problems - affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.
Baylor Scott & White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative "white space" opportunities, with a special emphasis on ideas that span digital and traditional in-person channels.
The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in healthcare.
We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served.
Position Summary:
The Personal Health Coaching, Chronic Conditions Management Operations Manager will be responsible for overseeing the operations aspects of the product. They will track key metrics and OKRs, manager internal and external stakeholder relationships, work closely with the clinical care team delivering product services to build and enhance their processes, build technical requirements for the data, and troubleshooting any issues that may arise during the build.
This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers.
Jobs to be Done:
1. Oversee operations to support smooth product development
2. Recruit, engage, and train participating clinical stakeholders for product pilots
3. Work and coordinate with external partners/vendors
4. Engage subject matter experts on the agile team to scope and define operational processes to support the product roadmap
5. Determine the staffing levels required for each product function
6. Work closely with the product's clinical care team to build, monitor and improve operational processes
7. Collaborate with the Portfolio Lead, Product Lead, and Product Manager to support the execution of a comprehensive product vision, strategic product direction, and product roadmap
8. Maintain a deep understanding of the problem space, competitors and industry
9. Monitor and analyze performance to continually improve products
10. Measure OKRs and other key product metrics
11. Actively identify and resolve issues and risks, communicating impact and recommended resolution to leadership
12. Troubleshoot and resolve issues associated with staff processes, technology, application, or product features that impact customer experience
13. Monitor and analyze performance and competitive environment
14. Coordinate with Customer Analytics and Research Teams as necessary
15. Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectives
16. Collaborate with and direct the data and operations teams to support execution of the product roadmap
17. Provide guidance to the development team, fostering a collaborative and high performing work environment
18. Write and execute operational epics, features and stories within the agile sprint construct and communicate with leadership to ensure prioritization aligns with business objectives.
Success Factors:
1. Oversee successful product launch that address customer problems with a positive customer experience
2. Build strong collaborative relationships within the Customer Solutions team and across the BSWH organization
3. Build strong collaborative relationships with clinical partners
4. Ensure the product development is executed according to the product roadmap technical specifications
5. Troubleshoot and expedite issues as they arise.
Location : Dallas, Tx.
Schedule : Full time, Hybrid.
BENEFITS
Our competitive benefits package includes the following
+ Immediate eligibility for health and welfare benefits
+ 401(k) savings plan with dollar-for-dollar match up to 5%
+ Tuition Reimbursement
+ PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
+ EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
+ EXPERIENCE - 5 Years of Experience
As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Source : Baylor Scott & White Health
