Senior Manager/Associate Director, Process Design & Deployment

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Conduct research, analyze data, and propose enhancements to business and system processes.

• Examine operational and performance metrics to uncover trends and avenues for improvement.

• Create project plans, communicate necessary changes, and deliver training to affected business units when required.

• Collaborate with clients and Diversity & Inclusion teams on program design that aligns with technical workflows, process standards, and system capabilities.

• Grasp customer requirements and system challenges to provide effective, platform-aligned solutions.

• Assist Program Operations and Business Analysts in converting functional and technical workflows into Clinical Lab Solutions (CLS).

• Identify, document, and prioritize business, process, and data requirements.

• Aid in the design of Patient Programs and the CRM documentation of the complete Patient Journey.

• Ensure the program design, business rules, and process flows are consistent with technical workflows and system capabilities.

• Facilitate data migration, mapping, and integration processes.

• Offer subject matter expertise for CLS operational reporting and dashboard configuration.

• Support the creation of technical workflows, system integration, data validation, and user acceptance testing.

• Assist Design & Implementation and Client Services teams with CLS solutions from initial design through the hypercare phase.

• Contribute to sales efforts through CRM demonstrations and responses to RFPs.

⛳️ Requirements

• Bachelor’s degree.

• 8+ years of experience in service-related fields, including project or operations management, customer service, or training.

• Comprehensive knowledge of HUB Operations, encompassing Nursing, Reimbursement, and PAP experience.

• Proven experience in supporting and coordinating between client-facing teams and technology and operations delivery teams.

• Proficient user of Salesforce CRM.

• Capability to assist end users with User Acceptance Testing (UAT) and Hypercare.

• Experience in Salesforce reporting, including the creation of dashboards and operational reports.

• Background in data mapping and migration.

• Familiarity with working alongside offshore and near-shore Managed Service Providers (MSPs) and contractors.

• In-depth understanding of operational workflows and CRM for program development and enhancement.

• Skill in identifying opportunities for process improvement.

• Expertise in delivering sales and training presentations to diverse audiences, from small groups to online formats.

• Ability to collaborate across Training, TC Script, Business Solutions, Telecom, Data Analytics/Reporting, and IT operations teams.

• Advanced proficiency in MS Excel, Visio, and PowerPoint.

• Preferred candidates should be able to type a minimum of 35 words per minute with 97% accuracy.

• Willingness to travel as needed is preferred.

• Successful completion of a background check and, depending on the position, a drug screening is required.

🏝️ Benefits

• Medical, dental, and vision plans, including options eligible for HSA and FSA, with Valeris contributing towards premium costs.

• Access to Telehealth and Employee Assistance Program (EAP) services.

• Company match for Health Savings Account contributions.

• Free Basic Life and AD&D insurance coverage equal to annual earnings, ranging from a minimum of $50,000 to a maximum of $300,000.

• Company-paid Short-Term Disability coverage, with an option to purchase Long-Term Disability insurance.

• 401(k) Retirement Savings Plan featuring a 100% match on the first 5% contributed, with immediate vesting.

• Paid Time Off (PTO) and Sick Leave benefits.

• Nine paid holidays along with two floating holidays.

• Opportunities for advancement and personal as well as professional development.

• A challenging and stimulating work environment that fosters innovative ideas.

• An inclusive workplace with a mission-driven culture.

• Minimal travel flexibility as required.