Director, Customer Delivery

Overview:  The Director, Client Delivery is responsible for a team of Business Analyst & Managers that provide the planning, tracking, resourcing, task execution and status reporting to achieve successful implementation of Inovalon products and services for clients.

The Director, Client Delivery is accountable for providing team guidance, mentorship, and coordination, in order to enable and execute client project deliverables within committed timeframes. This position will work closely with Project Management, and other departments across the organization including Product, Engineering and Sales and Finance, as well as our clients to coordinate project delivery from beginning to end. This position provides leadership for all client activities, including the cross-functional delivery of products and services.

The Director works closely with leadership to establish efficient, flexible, and repeatable processes and templates to implement Inovalon products and services.

Duties and Responsibilities:

• Oversee and direct a team of managers and business analyst that manage the implementation of the ScriptMed line of products including planning, tracking, resourcing, task execution manage functional expectations to achieve successful project outcomes;


• Mentor business analyst by supporting skills development and career progression;


• Manage on-going client relationships as appropriate;


• Provides guidance and consistent communication of strategy to team leaders;


• Ensure the execution of the client implementation processes to accomplish project deliverables and goals in compliance with contract scope, and ensure efficient and effective projects while proactively managing client expectations;


• Prepare for and conduct regular, recurring (weekly, bi-weekly, monthly, quarterly) client conference calls and meetings to manage expectations, drive completion of project delivery activities and effectively resolve issues;


• Provide information to other Inovalon departments and teams (e.g. Sales, Engineering, Finance, Product) to build and maintain outstanding internal relationships;


• Identify, recommend and participate in creating enhanced services and delivery processes;


• Responsible for providing a high level of client support/satisfaction through effective management of the implementation planning, communications, and issues resolution;


• Receive and respond to client requests on a timely basis, serving as the liaison between clients and Inovalon teams to ensure products and services are delivered timely, in compliance with commitments, and with high quality;


• Work closely with PMO in the development of Statement of Work existing clients;


• Define and drive strategies that allow the team to scale and improve output;


• Drive a high level of associates’ satisfaction and retention within the team and across the organization in support of professional development and accountability and ensure continuing departmental effectiveness through hiring, training, development, and motivation of a competent team;


• Work with product to standardize our out of the box offering


• Maintain compliance with Inovalon’s policies, procedures and mission statement;


• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and


• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.

Job Requirements:

• Minimum of 6 years of proven industry experience managing complex multi-million dollar implementations, multi-year relationships;


• Leads and manages employees, delegating work, assigning projects, providing guidance and development opportunities, as well as reviewing and providing feedback on performance on a regular basis;


• Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of executives, managers, subject matter experts, internal / external customers and peers;


• Analytic, detail-oriented and highly motivated with the ability to work independently; and


• Proficient in MS Word, Visio, Excel, PowerPoint and Project.

Education:

• BA/BS Degree or equivalent; and

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);


• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;


• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;


• Subject to inside environmental conditions; and


• Travel for this position will include up to 20% travel.