Manager, CX Staff & Business Management-Remote

QGenda

Location: Burlington, Vermont

Type: Full Time

Education: Bachelor's Degree

Experience: Greater than 10 years

QGenda is the leading innovator in provider operations, delivering solutions to more than 4,000 organizations in over 45 medical specialties. Ranked as one of the Top Workplaces in Atlanta, Georgia’s Top 40 Innovative Companies, and one of the 40 fastest growing companies in Georgia, QGenda is the best place to grow in your career. We’re committed to our employees, customer-obsessed, community dedicated, collaborative, and quick.

Staff & Business Management is a newly formed function within QGenda’s Customer Experience organization. Its mission is to enable the growth of CX business through focused organizational support aligned to QGenda’s executive goals. We’re looking for an experienced manager skilled in creating and driving strategic initiatives to help CX become best in class!

This is a key position that requires strategic influence and superiorly strong communication. With this career opportunity, you will leverage your skills and project/program management experiences to help build strategic processes, methodologies and solutions in a growing Customer Experience organization that delivers incredible results. This position will start off as an individual contributor with an opportunity to progress into a people management role in the future.

 

Responsibilities:

  • Assist with standing up the various supporting groups within the newly formed Staff & Business Mgmt function.
  • Identify opportunities for process, systems and tools improvements to allow CX to scale.
  • Develop and manage a detailed program plan that considers all requirements, constraints, resources, and deliverables associated with the defined objectives.
  • Contribute information and recommendations to help in drafting strategic plan and set operational objectives.
  • Prepare action plans to help achieve the planned goals and deadlines.
  • Provide strategic input to executive, senior leadership, and other internal partners on all aspects of projects or programs being managed.
  • Track and report project and program status on a consistent basis, including identifying, categorizing, and escalating project/program issues and risks that need leadership attention.
  • Evaluate, measure, and report on strategic effectiveness and ROI for overall project and program efforts.
  • Establish and maintain standardized processes, procedures, tools, training, and reporting functions related to projects and programs.
  • Ensure that communicated and planned milestones and metrics (savings, cost, timing, etc.) are achieved, successfully managed and executed on schedule and on budget.
  • Act as a liaison across functions and with technical and non-technical audiences to communicate and ensure alignment to objectives. Surface key issues and changes which may impact expected business results.
  • Leverage change management best practices to ensure the successful adoption of strategic initiatives.
  • Effectively manage risk, partnering with colleagues to ensure the right decisions are made at the right time, appropriate communication occurs, and plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements.

 

Knowledge, Skills, and Abilities:

  • Strong leadership and demonstrated experience in a CX-type organization, with a track record of success in driving and delivering business critical programs
  • Experience in multi-functional program management and/or strategy roles
  • Ability to support multiple projects in a fast-paced environment
  • Superior oral and written communicator and facilitator across multiple levels and roles of an organization
  • Ability to present information in a way that establishes rapport, persuades others, and gains understanding
  • Proficiency with tools and systems to effectively manage projects and programs
  • Track record of effective project and program management experience
  • Expert in influence and negotiation, with deep understanding of effective change management
  • Demonstrated experience being a champion for process or change, providing context and clarity, while minimizing overhead
  • Ability to flourish with minimal or no supervision
  • Ability to select, develop, evaluate and lead personnel to ensure the efficient operation of the group.

 

Requirements:

  • BS degree or equivalent practical experience
  • Minimum 10 years working in a project and/or program management role
  • Minimum 5 years working in a customer support/services organization
  • Minimum 2 years of leadership experience

© 2022 Vermont Technology Alliance

Site by Scout Digital