VP Customer Delivery Practice

at HealthEdge Software Inc in Augusta, Maine, United States

Job Description


Vice President, Customer Delivery Practice

Position Summary:

Reporting to the SVP of Global Professional Services (GPS), the VP of Customer Delivery is responsible for the successful delivery of the HealthRules Payor portfolio of projects. The role is expected to drive organizational change in support of a repeatable, scalable approach to delivering projects with increased quality and predictability, reduced cost, improved margin and ultimately drive improved Customer and Employee satisfaction. The VP of Customer Delivery will be responsible for the portfolio health and successful customer projects and will leverage our methodology and digital toolset to ensure that customers are referenceable and have a strong partnership with HealthEdge post-go-live.

The VP of Customer Delivery will provide support to the entire GPS organization by overseeing development of best practices, processes, and accelerators that will streamline our projects, reduce cost, and eliminate waste.

Responsibilities :

+ Manage a team of Portfolio Directors. Recruit, retain and grow the HRP Portfolio Directors and their teams of Project Coordinators, Project Managers and Project Directors;

+ Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level;

+ Collaborate with customer and internal leadership to ensure expectations and processes are aligned for project success;

+ Proactively manage and report on portfolio health and OKR updates;

+ Monitor and drive adherence to our implementation methodology (both internally and externally), and contribute to ongoing refinement of these practices;

+ Monitor customer satisfaction with Professional Services deliverables and champion changes that will drive continuous improvement across service delivery teams;

+ Work with the PMO and Finance to track P&L at the client and portfolio level. Manage all projects to an appropriate level of profitability;

+ Work cross functionally with Delivery Executives, Account Management, Consulting Services and Product Management to prioritize HealthEdge deliverables across all customers as needed;

+ Provide hands on implementation support as needed;

+ Monitor supply and demand for the Customer Delivery team and determine hiring needs;

+ Identify and participate in opportunities to optimize service delivery processes and technology;

+ Partner with the PMO to follow continuous improvement processes to provide feedback after go live events. Leverage the outcomes of the PMO’s retrospectives and deploy any assigned process improvements recommended by the PMO.;

+ Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Requirements :

+ Prior HealthEdge implementation and delivery assurance is strongly preferred

+ Must be data and metrics driven, highly organized and able to work across multiple competing priorities

+ Experience managing a portfolio of enterprise software implementation projects in excess of $60M

+ Bachelor’s degree or equivalent education/experience

+ PMP certification preferred

+ Excellent analytical and verbal communication skills

+ Excellent writing skills

+ Prior experience playing key role in PMO organization

+ Demonstrable ability to establish and enforce effective PMO strategies, methodologies and processes

+ Experience working within the healthcare domain on the payer side

+ Strong knowledge of customer, industry business practices, and value offerings

+ Demonstrated leadership skills

Job Locations US-Remote

ID 2022-1320

Category Professional Services

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Job Posting: JC225473098

Posted On: Oct 05, 2022

Updated On: Nov 18, 2022