Position Specific Details: The Business Operations Lead will be responsible for supporting organizational optimization by creating standard operational procedures, conducting, and enabling root cause analysis, defining and documenting organizational roles and responsibilities, and ensuring performance guarantees are met and contract terms are adhered to. The ideal candidate will reside within 50 miles of our Seven Fields, PA office or within the state of Pennsylvania and will be required to work in office 1-2x a week.

The Business Operations Lead is responsible for interacting with clients regarding operational topics, obtaining client buy in, will participate in strategic planning for major accounts and serves as an operational lead for assigned accounts and unit. They will be skilled at helping functional teams in developing business cases for new investments and should have a broad understanding of technology to define operational processes that are supported by technology solutions.

Primary duties may include, but are not limited to:

• Directs and manages the administration of contractual requirements and obligations.

• Manages the new and renewal implementation process for accounts. Interfaces with operations to ensure smooth delivery of services.

• Defines new services to ensure ROI on those services.

• Supports functional teams in defining high level requirements for technology solutions that are needed to support operational processes.

• Maintains ongoing relationships with clients at multiple levels throughout the customer's organization.

• Makes recommendations and ensures delivery for improvements to meet customer expectations.

• Develops implementation processes and manages reporting processes to ensure client retention and high levels of account satisfaction.

• Provides both on-site and off-site account (client) support, which may include interpreting plan design, researching and resolving phone and written inquiries, resolving claims, benefit and enrollment issues.

• Presents monthly, ad hoc, mid-year, and annual utilization and benefit reporting internally and to the client.

• Participates in efforts to support standardization across accounts and works in multi-disciplinary teams to design and implement product and operational enhancements.

• Provides guidance or expertise to less experienced account service and business operational leads.

Position requirements:

• Requires a BA/BS and a minimum of 5 years of experience managing business operations and/or customer relationship; or any combination of education and experience which would provide an equivalent background.

• Travels to worksite and other locations as necessary.

Preferred skills and experience:

• Experience with creating standard operating procedures to support business and SLA needs is strongly preferred.

• Demonstrated ability completing root cause analyses and creating action plans to improve outcomes.

• Demonstrated ability to develop business requirements for technology and non-technology related projects to support operational improvements.

• Engaged in supporting operational teams to drive critical items to completion when needed.

• Accountable and skilled at driving tasks to completion and aligning disparate groups to quickly make decisions and align on go forward strategies and approaches to streamline work.