Manager, Digital Platforms

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the operational management and ongoing enhancement of commercial digital platforms.

• Enhance platform stability, reliability, and scalability through the implementation of standardized operating procedures and governance practices.

• Track operational performance metrics, service levels, and indicators of platform health.

• Collaborate with cross-functional teams to address operational challenges and execute process improvements.

• Develop and uphold standard work practices that enhance consistency and execution quality.

• Recognize operational risks and spearhead mitigation efforts.

• Oversee operational activities throughout the customer lifecycle, including pre-deal evaluations, readiness for implementation, coordination of go-live processes, and post-launch assessments.

• Guarantee operational readiness among internal teams prior to customer deployments and launches.

• Organize launch activities and transition strategies for customer onboarding and adoption.

• Create and sustain repeatable execution models.

• Lead cross-functional readiness reviews and governance meetings.

• Implement and uphold operational processes, tools, and workflows that facilitate platform delivery and ensure customer success.

• Monitor program milestones, dependencies, risks, and action plans.

• Generate operational metrics, performance reports, and status updates for governance evaluations.

• Ensure compliance with operational standards, policies, and best practices.

• Document and continuously refine operating procedures and service delivery processes.

• Evaluate operational and customer performance data to uncover improvement opportunities.

• Propel initiatives aimed at enhancing efficiency, quality, scalability, and customer outcomes.

• Assist in root-cause analysis and the planning of corrective actions.

• Develop mechanisms for reporting on platform health, customer readiness, and operational performance.

• Advocate for operational excellence, accountability, and ongoing improvement.

⛳️ Requirements

• A degree or relevant background in Information Technology, Engineering, Computer Sciences, or a related field (as noted in Desired Qualifications).

• Experience in digital platform operations, program management, customer success operations, implementation management, or roles focused on operational excellence.

• Experience working in cross-functional settings that support enterprise software, SaaS, digital services, or healthcare technology platforms.

• Background in Cyber operations, AWS disciplines, Cloud operations and deployment, as well as IT infrastructure and governance.

• Strong project and program management abilities with the capability to handle multiple priorities concurrently.

• Exceptional analytical, organizational, and problem-solving skills.

• Proficient stakeholder management and communication capabilities.

• Experience in supporting commercial digital products or healthcare technology solutions (Preferred Qualifications).

• Familiarity with Agile, Lean, Six Sigma, ITIL, or similar operational methodologies (Preferred Qualifications).

• Experience managing customer onboarding, implementation, or go-live initiatives (Preferred Qualifications).

• Knowledge of operational reporting, KPI management, and governance processes (Preferred Qualifications).

• A strong commitment to company values: humility, trust, transparency, focus, ownership, and integrity.

🏝️ Benefits

• Comprehensive total rewards package.

• Competitive salary and benefits.

• Opportunities for career advancement.

• A culture that promotes care, collaboration, and support.

• Relocation assistance is not provided.