Client Experience Operations Manager - Analytics Product
 

Iodine Software is a healthcare AI company that has pioneered a new machine learning approach -- Cognitive Emulation -- to help healthcare finance leaders build resilient organizations. Cognitive Emulation uses proprietary AI technology and machine learning algorithms to think the way a clinician thinks and emulate clinical judgement. This allows us to help nearly 500 hospitals quickly and accurately identify areas of potential opportunity to accelerate productivity, data accuracy, and financial return.

The CX Operations Manager - Analytics Product drives success for all clients by increasing the efficiency and effectiveness of the Client Experience team, specifically by serving as the subject matter expert on Introspect, our Iodine AwareCDI Suite analytics platform. Reporting to the CX Ops Manager and accountable to Senior Product Managers and CXT Leaders, this role bridges gaps between departments within Iodine by liaising between Product and Client Experience in defining and communicating client success objectives, strategies, and tactics to internal stakeholders and implementing scalable processes. The CX Ops Manager – Introspect will have strong analytical prowess and a passion for problem-solving and numbers.

What You'll Do
People
●  Knowledge Development and Management: Provide high quality process support to
Client Experience team employees, including product and module training for Client Experience team members, defining education strategy and materials for the Introspect module and refining existing product education to internal and external stakeholders
●  Strong Analytical Skills - Identify business trends utilizing real data, compile analysis which are delivered to clients and then follow-up on all results
●  Client Subject Matter Expert: Serve as a centralized resource internally for Iodine employees on the topics of client behavior, needs, processes, and Product campaigns, reducing demand on Client Experience and Analysis team members.

Process
●  Evaluate Efficiency: Collect and analyze data to identify and address process
inefficiencies in the Client Experience Group and measure the impact of process
changes
●  Improve Cross-Departmental Collaboration: Prioritize and execute projects while
working closely and listening to the needs of various teams including (but not limited to) Client Experience, Product, Development, and Account Management.
● Lead Client-wide Initiatives: Be accountable for the development and facilitation of cross-client communication and programs, particularly as it relates to escalations and events.

Technology
●  Product SME: Cultivate and distribute product knowledge across the Client Experience
team and provide internal and external training resources (playbooks, training collateral, connections to existing resources, etc.), including oversight of the development of technical documentation. Report on common sources of technical issues or questions and make recommendations to product team
●  Ensure Training Best Practices: Research the most effective and up-to-date learning and development practices and roll-out of new practices to ensure knowledge transfer for both internal and external stakeholders. This includes serving as a primary educational support to CXT to support clients’ needs.

What You'll Need
Minimum Requirements (Education, certifications, and experience):

• Bachelor's Degree with strong track record of academic achievement
• 4+ years professional experience, ideally in a business analyst/business intelligence/data analysis role
• Experience presenting to others
• Strong verbal and writing client facing communications skills are needed to both gather information, ideas, and to present features and functionality
• Experience working/managing multiple concurrent projects and tasks while staying on track and meeting commitments
• Demonstrated ability to identify opportunities and gaps to drive improvement
• Extensive proficiency in Microsoft Excel
• Intermediate experience in Microsoft Powerpoint
• Intermediate proficiency in SQL
• Ability to develop ad hoc reports based on specifics provided by clients and internal stakeholders with CX
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Capable of clearly summarizing and articulating key findings from large datasets

Preferred Requirements

• Knowledge of JIRA, Confluence
• Intermediate proficiency in design platforms such as Adobe Creative Suites
• Passion for designing processes that scale
• Knowledge/Experience with client facing function in SaaS/Tech Companies
• Knowledge/Experience with health information technologies
• Knowledge/Experience with business intelligence software (e.g. Tableau)
• Enjoys “getting their hands dirty” by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence
• Good understanding of how to guide adult learners

See Something, Do Something
At Iodine, we are incredibly privileged to be entrusted with an enormous amount of Protected Health Information (PHI) amounting to more than 90 million lives. Inherent to our culture is the need to live up to that trust in everything we do. Security is a primary responsibility shared by every Iodine employee and we expect everyone to honor that responsibility. That includes abiding by our security policies, being constantly vigilant to possible risks to the privacy and safety of the information given to our care and bringing forward any concerns about security.

What You'll Get
This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive the strategy and direction of our product for our users. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about us at www.iodinesoftware.com.  

**You must be currently authorized to work full time in the United States on a permanent basis**