VP, Customer Support

Overview:  Vice President (VP) Customer Support & Process leads and sets the strategy for the customer support contact center, department wide new hire training and onboarding, quality audits and continuous process and efficiency improvement.  VP must provide leadership across the Customer Operations group and management for the customer support teams and processes.  

The VP will serve in a key leadership role as a member of the business unit leadership team responsible for delivering an industry-leading customer service experience with our clients.  The VP will bring success in project leadership and successful delivery and customer retention and satisfaction. This individual will have responsibility for all day-to-day customer support delivery; process quality and effectiveness; new hire onboarding and function automation.  This role is responsible for ensuring a best in class team is recruited, developed and engaged while providing innovation in the business unit’s approach to support the growth strategy.  The VP will oversee each of these functional teams, will work with counterparts within the BU and Inovalon to align our capabilities, and will provide strategic guidance to enhance the business unit’s service and process performance and customer relationships.

The VP works closely with the BU President & GM, SVP of Product and SVP of Customer Operations, SVP of Sales and their direct reports to strategically align personnel with the company goals/objectives. The VP is responsible for leading corporate strategic and tactical initiatives regarding long term customer retention and growth.

The VP is involved in routine interactions and is engaged with the broader Inovalon Company as it relates to provider customer experience and delivery strategy.  This role serves in a leadership role within the business unit and is directly involved in all key organizational strategy and decision-making.

Duties and Responsibilities:

• 1) Develop and maintain “expert-level” knowledge regarding products, services, capabilities, infrastructure, and operations of Employer and its affiliates, the marketplace, competition, strategic positioning, threats and direction to achieve optimal insight and success with respect to Employer’s (and those of its affiliates) products, services, capabilities, support, functionality requirements, and financial performance;
• Lead, drive and ultimately be responsible for, all planning, implementation, execution, and successful achievement of customer support, process improvement & optimization, new hire onboarding and internal quality audits
  1. Develop, implement and manage the annual budget in conjunction with the President and Finance team; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;
  2. Provide effective and inspiring leadership for the Plan & Deliver team and across the organization as appropriate;
  3. Provide oversight and leadership of a team of technical support, process optimization analysts, quality auditors, trainers and instructional designers and trainers; and work cross-functionally across operations for the optimal customer experience;
  4. Provide oversight and leadership to the process optimization and automation strategy, driving its execution beyond the day-to-day oversight;
  5. Lead and direct cross functional leaders and teams in manner that fulfill customer satisfaction and achieves customer retention;
  6. Provide assistance to the Human Resources organization to address needs across the Provider Business Unit driving employee satisfaction and growth;
  7. Participate in executive oversight and steering meetings with customers;
• 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 Employer.

Job Requirements:

• Minimum of 12 years of experience and a track record in senior program management;
• Minimum of 10 years of experience managing teams;
• Strong understanding of healthcare and Provider
• Excellence in organizational management with the ability to coach a senior-level staff member to manage and develop high-performance teams;
• Proven history of effective leadership in a matrix organization;
• Significant experience with strategic planning, execution, and tracking to identify both success as well as challenges to meeting objectives;
• Strong interpersonal and relationship building skills;
• Strong financial planning, budgeting and analysis skills;
• Customer-oriented mindset to ensure internal and external goals are aligned;
• Excellence in communication with customer executive management team as well as the internal management team; and
• Adept at creative thinking and problem-solving.
  

Education:

• BS/BA degree is required; and
• Advanced Degree preferred.