Sr Manager, Product Implementation (remote)

The Senior Manager, Product Implementation, will assist in the operations and oversight of new Recognition products and in-market products, early adopter programs and related RP Operations and Care Delivery projects.

The Senior Manager takes ownership of internal and external customer's needs, serves as a team lead, and works with other NCQA business units to ensure effective implementation of Recognition program pilots, product launches and related projects. The Senior Manager supports the delivery of operational excellence at every stage of the Recognition process and utilizes tools, such as Q-PASS, Salesforce and PowerBI to guide and to record business activities and related communications. While this position leads a team and mentors other staff members, it does not include supervisory responsibilities, such as conducting annual performance reviews.

As a critical thinker and expert collaborator, this role supports the organization's strategic plan by helping to ensure the achievement of program targets, planning, and facilitating internal and external meetings, representing the unit on projects, and supporting, contributing to, and implementing organization initiatives.

Primary Responsibilities:

Operations Lead for Product Implementation

• Work across various NCQA teams to identify and implement staffing and business processes to efficiently transition products from design to delivery stage. Mentor personnel.
• Work with Director, Recognition Operations and RP Operations leadership to proactively manage pilots and early adopter programs and identify system improvements.
• Show in-depth understanding of the online application, Q-PASS, Interactive Review Tool (IRT), Salesforce and Power BI to effectively manage the business and serve customers.

Go-to for Product Implementation Team

• Serve as primary representative for RP Operations leadership and Product Implementation Team.
• Expected to execute with minimal instruction/oversight.
• Management of implementation; coordination with others; forward solutioning to ensure that deadlines are met.
• Serve as a coordinator to manage multiple complex projects concurrently. Understand how all the pieces come together and tasked with ensuring that everything is accomplished.
• Effective communicator that will keep cross-functional teams informed.
• Meaningful documentation maintained for replicability in the future.
• Strong partner that is curious with initiative.
• Lead retirement and sunsetting of products for the unit.

Conduct process improvement/documentation

• Identify trends and proactively problem solve. Execute solutions, such as creation of resources (internal/external); process documentation; develop checklists/resources for consistency.
• Develop internal policies and procedures, as needed for implementation.
• Identify improvement projects to enhance efficiency and reduce product delivery risk.

Training and reporting

• Conduct staff education regarding new and evolving products; process improvement examples and resulting policies and procedures.
• Conduct onboarding and ongoing training of RP staff.
• Facilitate meetings and conduct training as part of pilots.
• Ad hoc reporting responsibilities.

Requirements:

• Bachelor's degree
• 3-5 years project management/healthcare knowledge/operational management
• Experience defining business needs and implementing products and services and new technology
• Successful track record of working across departments with multi-disciplinary professional teams
• Knowledge of NCQA Recognition and/or Accreditation process and/or other health services accreditation
• Demonstrated proficiency utilizing dashboards and reporting for proactive workload management and throughput processes
• Demonstrated proficiency in Lean Six Sigma or other process/efficiency methodology
• Strong problem-solving skills, analytical capabilities, and collaboration skills - critical thinking and data-driven decisions
• Meeting management and facilitation skills - proven ability to engage with numerous subject matter experts (SMEs) within organization to obtain information
• Initiative - demonstrates ownership and accountability
• Ability to excel and remain agile in a fast-paced environment
• Solution-focused
• Strong team leadership/people and change management skills - Builds trust with team, peers, and leadership
• Effective written and oral communication - clearly and concisely conveys message
• Planning and organization skills
• Project implementation or product delivery skills - projects/estimates realistic staff or project hours
• Risk mitigation - identifies and escalates appropriately
• A command of Microsoft Office applications

NCQA is committed to Diversity, Equity and Inclusion. We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).