Strategic Operations Manager

1 week ago(12/5/2017 10:54 AM)
Job ID
# of Openings
Full Time Regular


Strategic Operations Manager

The Strategic Operations Manager will be responsible for partnering with internal stakeholders to ensure the needs of clients are met during a client's implementation period and other phases of a client's lifecycle with Matrix. Managing internal relationships, the Strategic Operations manager ensures that Matrix executes on key operational and contractual client requirements in order to meet and exceed its customer commitments. The Strategic Operations Manager will lead customer implementations across multiple solutions including in-home assessments, in-home screening and care management.


The Strategic Operations Manager will be responsible for the development and deployment of an internal communication strategy. This internal communication strategy must ensure a successful client implementation as well as ensuring all stakeholders are apprised of status updates, responding quickly so new businesses are efficiently implemented without compromising quality.


The person filling this role will have an opportunity to influence and direct process improvement initiatives across many different departments within the organization that influence a client's introductory period. To that end, the Strategic Operations Manager will work closely with the Client Implementation Program Manager to supply business requirements for those process improvements that may include operational changes, new tools and software. This position requires a blend of project management, process knowledge, in-depth product understanding and strong analytical, communication, and leadership skills.


Social Media_stacked blocks for iCIMS


  • Lead new customer and new service implementations across various product lines -- act in a highly consultative manner - working closely with the account director, internal product, IT and operations teams to ensure that the client expectations are translated into customer requirements
  • Anticipate customer implementation needs and operational expectations, and proactively and collaboratively develop solutions to overcome the obstacles and exceed the customer's expectations
  • Accountable for identifying & leading all non-IT operational implementation activities and provide regular updates, progress reports, issues/risks to the the PMO Client Implementation Program Manager. Responsible for helping formulate IT requirements to support operations (PPC, Clinical Services/Ops, Quality Ops, Credentialing Ops, etc.) & direct & coordinate activities of project team to ensure implementations progress on schedule and meet customer specifications
  • Provide the Credentialing team with appropriate client/provider prioritization to ensure there is appropriate field capacity to support client and product implementations
  • Responsible for promptly communicating any potential delays or roadblocks based on internal credentialing prioritization and/or plan requirements dependent on Medicare and Medicaid enrollments to counterparts in Business Development
  • Message Clinical Operations, Clinical Services and Education regarding all new add-on services and new products to ensure field leadership and providers are trained and aware of pipeline activity that may require additional preparation.
  • Guide and support Production Planning teams on monthly production planning activities, negotiate updates to production plans, and evaluate contingency planning suggestions to ensure Matrix delivers on client volume requirements
  • Monitor early post-implementation production performance against client goals and raise alarms early when actuals do not meet forecasts (to the detriment of the client goal)
  • Other duties as assigned.


Educational Requirements:


Bachelor's degree in Business, Marketing, Technology or other related field preferred


Required Skills and Abilities:

  • 3+ years solid experience in program/project management; preferably in healthcare
  • Demonstrated ability to work against a plan, meet deadlines and produce deliverables relative to target dates
  • Exceptional consulting skills and customer savviness; experience managing, defining, leading and successfully delivering on-time initiatives
  • Ability to establish trust and credibility at all levels of an organization
  • Exceptional interpersonal skills and the demonstrated ability to influence, negotiate and lead across internal constituencies regardless of title or authority
  • Proven ability to apply process acumen to process improvement projects, with measurable business performance improvement outcomes, independently and successfully
  • Moderate proficiency in MS Word, Excel, and PowerPoint
  • Strong written and verbal business communication skills

Supervisory Responsibility: No supervisory responsibilities.


Travel Requirements: 25% Travel locations and frequency will vary depending on clients and Account Director needs.


Work Conditions: General office environment.


The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.



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