Technical Operations Delivery Director

About HealthEdge
HealthEdge® is trusted to provide the technology and services that power health plans’ most important value streams. With an integrated platform of solutions spanning claims administration, quality improvement, prospective payment accuracy, provider network management, care management, member engagement and risk adjustment, HealthEdge enables health plans to converge their data so they can harness automation and the promise of AI. Combining this next-gen technology with services and expertise gives health plans unmatched capabilities to deliver a future of frictionless and cost-effective healthcare experiences. For more information, visit www.HealthEdge.com.

• Drive administrative savings through improved processes and consolidation
• Ensure revenue optimization and generation through high system performance and reliability
• Oversee health of enterprise production ecosystem through dashboards and other available tools
• Ensure teams timely troubleshoot and resolve software issues with production applications
• Create a center of excellence approach for Service Desk and Data Operations
• Coordinate with other teams change and issue resolution activities related to network, middleware, hardware, OS, DB, and external application groups
• Work with customers to strategize major operational events and large projects while ensuring the managers are appropriately prioritizing daily work with the customers
• Oversee system maintenance and upgrade events across multiple vendors and customers
• Direct teams onshore and offshore, across multiple shifts, customers and technologies
• Use Jira Service Desk to improve workflow of ticket processes
• Administer SLA management and reporting SLA metrics in a monthly operational formats and forums
• Supporting the patch and updates to applications
• Staff oversight including goal setting and performance monitoring
• Comply with the organization’s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.

• Bachelor’s degree in a related field.
• Minimum 12 years of relevant work experience in leading technology and support teams
• Exposure to an environment supporting multiple customers, functions, vendors or systems
• Experience managing applications using: Java, Web Services, XML, SQL
• Exposure to AWS Cloud Environment and on-prem infrastructure
• Experience with Incident Management, Release Management and exposure to ITIL practices
• Familiar with development, debugging and testing concepts
• Experience with Agile tools and methodologies including JIRA, JSM, SCRUM, Kanban
• Experience with CI/CD
• Experience working for a Healthcare company is preferred
• Experience with HealthEdge solutions is desired
• Coach teams to quickly find and document root causes, and effectively communicate possible resolutions
• Communicate effectively across all levels within Technology, Business and Operations
• Approach problems as challenges and deal with them constructively while promoting this approach to the organization
• Understanding the impact of system reliability on business processes and financial performance
• PowerPoint, excel and presentation skills
• Strong planning and coordination skills
• Experience working in an offshore model is required

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the US
Type of Employment: Full-time, permanent

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

**The annual US base salary range for this position is $150,000 to $170,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.