HealthEdge

Operations

• Drive administrative savings through improved processes and consolidation
• Ensure revenue optimization and generation through high system performance and reliability
• Oversee health of enterprise production ecosystem through dashboards and other available tools
• Ensure teams timely troubleshoot and resolve software issues with production applications
• Create a center of excellence approach for Service Desk and Data Operations
• Coordinate with other teams change and issue resolution activities related to network, middleware, hardware, OS, DB, and external application groups
• Work with customers to strategize major operational events and large projects while ensuring the managers are appropriately prioritizing daily work with the customers
• Oversee system maintenance and upgrade events across multiple vendors and customers
• Direct teams onshore and offshore, across multiple shifts, customers and technologies
• Use Jira Service Desk to improve workflow of ticket processes
• Administer SLA management and reporting SLA metrics in a monthly operational formats and forums
• Supporting the patch and updates to applications
• Staff oversight including goal setting and performance monitoring
• Comply with the organization’s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.

Healthcare Technical Operations Director

• Drive administrative savings through improved processes and consolidation.
• Ensure revenue optimization and generation through high system performance and reliability.
• Oversee health of enterprise production ecosystem through dashboards and other available tools.
• Ensure teams timely troubleshoot and resolve software issues with production applications.
• Create a center of excellence approach for Service Desk and Data Operations.
• Coordinate with other teams change and issue resolution activities related to network, middleware, hardware, OS, DB, and external application groups.
• Work with customers to strategize major operational events and large projects while ensuring the managers are appropriately prioritizing daily work with the customers.
• Oversee system maintenance and upgrade events across multiple vendors and customers.
• Direct teams onshore and offshore, across multiple shifts, customers and technologies.
• Use Jira Service Desk to improve workflow of ticket processes.
• Administer SLA management and reporting SLA metrics in a monthly operational formats and forums.
• Supporting the patch and updates to applications.
• Staff oversight including goal setting and performance monitoring.

Technical Operations Delivery Director

• Build, lead, and mentor a Claims Ingestion Center of Excellence responsible for enterprise-wide claims intake.
• Define staffing plans and oversee hiring, onboarding, and capability development.
• Establish performance standards, operational KPIs, and quality benchmarks for the COE.
• Serve as the enterprise SME for claims ingestion, including SNIP edits, validation logic, provider/EDI rules, and common transaction defects.
• Oversee daily ingestion operations ensuring all claims are successfully received, validated, and loaded into the claims systems.
• Lead complex troubleshooting across ingestion pipelines, EDI gateway issues, companion guide variances, and partner/vendor data errors.
• Ensure consistent application of business rules, system edits, and SNIP level requirements.
• Develop and implement standardized ingestion processes, templates, SOPs, and best-practice frameworks across all clients.
• Define and enforce enterprise ingestion SLAs and quality controls.
• Monitor ingestion trends to identify systemic issues, gaps, and improvement opportunities.
• Drive resolution and root cause analysis for ingestion incidents, defects, and load failures.
• Oversee the management of ingestion-related tickets in Jira/ServiceNow, ensuring accuracy, prioritization, and timely triage.
• Partner with vendors, EDI trading partners, and upstream/downstream system owners to resolve ingestion, translation, or formatting issues.
• Participate in internal Change Approval Boards for ingestion-impacting changes.
• Lead customer calls focused on ingestion performance, issue status, and optimization opportunities.

Healthcare Claims Operations Manager

Director

• Lead customer discovery sessions and requirement workshops with health plan stakeholders
• Support sales cycles including but not limited to RFP responses, Statement of Work and proof-of concept development
• Develop resource (FTE) estimates and financial projections for implementation
• Lead, mentor and supervise multiple implementation teams, ensuring alignment with project goals and client expectations
• Monitor the progress of implementation projects to ensure the teams meet critical milestones and deliverables
• Establish and cultivate strong relationships with client leadership to drive successful project outcomes and serve as a primary point of escalation when necessary
• Provide guidance to teams on the product and deliver effective solutions to complex issues, ensuring timely problem resolution
• Spearhead innovation by architecting process solutions across HealthRules Payor modules to develop scalable, reusable configuration accelerators
• Evaluate post-implementation reviews to assess project success and identify opportunities for continuous improvement
• Support the transition of all implementation projects to the ongoing support teams, ensuring a seamless handover and continued support
• Collaborate with cross-functional teams to enhance configuration outcomes and drive continuous improvement
• Should be flexible in work roles and hours
• Must be able to travel

Director – Configuration Implementation

Customer Success Manager

• Act as a liaison between account teams, partners, and customer
• Monitor and manage HIPAA-compliant EDI transactions (837, 835, 270/271, 276/277, 278, 820, etc.)
• Collaborate with IT, Compliance, and Operations teams to troubleshoot, optimize, and enhance EDI workflows
• Provide training and guidance to internal teams and clients on EDI processes and industry changes
• Report EDI transaction success rates, rejections, and turnaround times.

Client Success Executive

Full-stack Engineer

• Design, develop, and deploy scalable, enterprise-grade Java applications, leveraging SOA, EAI, and microservices architectures.
• Lead solution architecture discussions, design whiteboarding, and technical planning sessions.
• Mentor junior engineers and lead peer code reviews, enforcing best practices for maintainable and high-quality software.
• Develop unit tests (JUnit, TestNG), integration tests, and automated deployment pipelines for production-ready code.
• Work with CI/CD tools (Jenkins, Maven, Git) to streamline builds, deployments, and testing automation.
• Handle complex data integration, migration, and transformation tasks, ensuring data consistency and reliability.
• Collaborate with cross-functional teams to ensure successful UAT, production deployments, and client issue resolution.
• Apply AI/ML techniques, automation, and intelligent algorithms to enhance business processes, predictive analytics, and workflow optimization where applicable.
• Lead the implementation of integration frameworks, web services, and messaging solutions (JMS, SOAP/REST, ESB technologies).
• Support ongoing production and non-production system maintenance, including database tuning, performance optimization, and troubleshooting.

Senior Software Engineer

Product Operations

• Drive Scale & Efficiency through Processes & Tooling
• Standardize and enhance processes, methodologies, and templates for use within the product team and in collaboration with stakeholders.
• Prioritize initiatives across the full product lifecycle, balancing depth and breadth of process improvements for optimal impact on team effectiveness.
• Assess and recommend tools and frameworks that drive team efficiency, supporting rollout and adoption as needed.
• Provide strategic recommendations to leadership on enhancing product team autonomy, accountability, and alignment with organizational goals.
• Quantitative Rigor in Prioritization & Measurement
• Guide the product team in adopting a data-driven approach to prioritization, ensuring consistency in balancing stakeholder and customer needs.
• Integrate quantitative goal-setting and measurement frameworks, enabling the product team to build processes based on measurable, testable hypotheses.
• Collaborate with product managers, data science, and analytics teams to define KPIs and incorporate them into the product lifecycle, ensuring visibility of key metrics across the organization.
• Partner with data science, product design, and product managers to implement test-and-learn methodologies (e.g., A/B testing, concept testing) for data-driven decision-making.
• Support Quarterly Planning and Roadmap Refinement
• Assist with quarterly product planning, ensuring alignment on key priorities and outcomes.
• Provide ongoing input to refine and adapt the product roadmap based on new insights and evolving business needs.
• Enhanced Communications, Stakeholder Governance, and Commercialization
• Establish governance and communication structures for key stakeholder groups (e.g., CSO, legal & security, sales), ensuring alignment and engagement.
• Partner with go-to-market teams and executive leadership to implement and standardize commercialization processes, project plans and artifacts.
• Drive consistent communication of product roadmaps, capabilities, and key performance measures across the organization.

Product Operations Manager

Product Manager

• Contribute to the product roadmap in partnership with senior product leadership
• Define, monitor and measure non-functional requirements (NFRs), service level objectives (SLOs), and service level agreements (SLAs)
• Collaborate with engineering, design, and quality assurance teams to deliver features that meet scope, quality, and timeline commitments
• Develop clear, value-driven epics, user stories, and acceptance criteria informed by market insights and stakeholder input
• Actively participate in Agile ceremonies and ensure delivery plans remain on track and adaptable to shifting priorities
• Gather and synthesize insights from customers, market research, and internal teams
• Translate complex business requirements into actionable development items
• Prioritize backlog items based on business impact, market urgency, and customer value
• Partner with compliance teams to ensure product features meet healthcare regulations and security standards
• Serve as a bridge between technical and non-technical teams
• Engage with leadership to provide visibility into progress, risks, and product performance metrics

Product Marketing

• Develops and executes annual product marketing plans, programs, and tactics aligned with business goals.
• Work closely with Sales, Account Management, Business Development Representatives, and Demand Generation to build campaigns and content for opportunity creation and engagement throughout the sales process and all buyer stages.
• Builds market knowledge and conducts primary and secondary research to capture insight into market trends, market segmentation, competitive landscape, customer needs, and end-user behaviors.
• Contributes to competitive intelligence findings and insights.
• Synthesizes information into battle cards designed to inform key stakeholders.
• Develops a deep understanding of buyers to inform, create, and maintain target personas that cover buyer needs and the purchasing decision process.
• Helps create and continuously refine messaging and positioning for the HealthEdge Source solution in the payer and adjacent markets.
• Collaborates directly with the product management team to distill key functionality and benefits into core product messages.
• Leverages messaging to inform, contribute to, and develop collateral, web content, public relations pitches, blog posts, campaign content, customer case studies, and other thought leadership content.
• Participates in product launches by collaborating with product management and organizational leadership on strategy, positioning, pricing, packaging, and sales enablement; ensures launches are integrated with demand generation campaigns.
• Develops customer references, testimonials, and case studies for external and internal use.
• Leverages the collective outputs of various marketing activities to support sales and accelerate pipeline velocity by developing and maintaining multiple sales enablement materials, including collateral and presentations, competitive battle cards, persona profiles, training sessions, and other prioritized enablement programs as identified.
• Estimates, leads, develops, and directs the work of cross-marketing and HealthEdge Source Business contributors, team leaders, and supervisors.
• Responsible for directing and tracking HealthEdge Source Product Marketing results and resources against goals.
• Establishes new processes and procedures that promote clear communication, transparency, and efficiency.

Product Marketing Manager

• Develop and execute a 24/7/365 service availability global service desk strategy aligned with corporate IT objectives and business goals
• Foster a culture of customer service excellence, accountability, and continuous learning to delight our end users
• Build high-performing teams through effective recruiting, onboarding, and training
• Oversee day-to-day operations of a multi-tiered (Tier 1, 2&3, and HW) global service desk organization
• Establish service level objectives (SLOs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery
• Drive AI transformation initiatives to modernize service desk operations and implement self-service capabilities
• Manage annual budget planning, forecasting, and cost optimization for service desk operations
• Manage relationships with third-party vendors, managed service providers, and technology partners to purchase hardware, licenses, and complete projects in support of end users
• Build strong partnerships with HR, Finance, and other corporate functions
• Oversee implementation and optimization of ITSM tools, knowledge bases, and self-service portals
• Evaluate and implement emerging technologies including AI-powered chatbots, automation, and analytics
• Ensure integration between service desk platforms and enterprise systems (email systems, IAM, HRIS systems, and more)

Director, Desktop Support

Project Manager

• Lead end-to-end project delivery — from kickoff through go-live — ensuring scope, budget, and timeline alignment with client expectations.
• Develop and manage detailed project plans, key milestones, dependencies, and resource allocation.
• Partner with engineering, product management, operations, and security to define and execute implementation and migration strategies.
• Identify, track, and mitigate project risks and issues, proactively resolving roadblocks to ensure successful outcomes.
• Manage cross-functional teams of technical and business resources responsible for configuration, integration, and client engagement activities.
• Communicate progress, risks, and key decisions to stakeholders and executive sponsors through clear, concise status updates and presentations.
• Build strong client relationships by anticipating needs, managing expectations, and serving as a trusted advisor throughout the engagement.
• Develop project documentation — including estimates, Statements of Work (SOWs), and project charters — for ongoing and new client initiatives.
• Contribute to internal best practices and professional services strategy by sharing delivery insights and process improvements.
• Partner across departments (Finance, Product Management, Product Engineering, SaaS, etc.) to ensure alignment and continuity across client projects.
• Promote a culture of accountability, collaboration, and continuous improvement across project teams.
• Ensure compliance with HealthEdge policies and data privacy standards (PHI/PII).

• Directly manage a team of 5-8 Upgrade Project Managers across product lines
• Be a creative, driven and supportive leader continually driving improved service and greater operational efficiencies and performance
• Lead, manage, and drive results in collaboration with remote team members across the US and India
• Be driven to learn and understand customers need to improve their experience of product upgrades and service request delivery
• Balance competing priorities internally and assist team in removing roadblocks and barriers to progress
• Manage backlog of customer service requests for a given set of clients; partner with peers to balance resources and issues as needed to expedite delivery
• Identify process gap improvements and steps to avoid recurrence of problems
• Mentor team members pertaining to career development, customer support skills, career growth, and various needs or concerns as raised by the team
• Conduct quarterly performance reviews that are aligned to the team’s goals and work performance
• Interview and hire of new team members to scale with company growth
• Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII
• All other duties as assigned.

Project Management Manager

Manager

• Oversee HealthRules Payor application environments management strategies for HealthEdge’s clients, documenting environments portfolio, environment management, deployment, and promotion processes.
• Create and maintain a detailed deployment schedule in collaboration with various stakeholders.
• Maintain deep understanding of product ecosystem and its interdependencies, and leverage various tools available for environment management & stability.
• Manage and standardize programs to meet the release/deployment and quality criteria with a focus on standardization & repeatability in a continuous improvement environment.
• Document system state - configuration, architecture diagrams, data, workload patterns, and track changes in these through the test and promotion processes.
• Lead the effort on cross-functional collaboration with Tech Ops, Product, Professional Services, and Dedicated Teams.
• Build consensus and lead decision making through nebulous problems.
• Create solutions to challenges and make informed recommendations to ensure uninterrupted business and high-quality service to customer.
• Act as a gatekeeper, ensuring that all cross-functional teams sign off on the release before each promotion to production.
• Identify & manage risks and clearly communicate them to project stakeholders while proposing solutions.
• Effectively communicate required delivery dates, deployment pipelines, and releases for project activities.
• Be involved in code deployments, data base synchronization, and DevOps best practices.
• Manage and maintain environments in a known good state and enforce proper environment management practices.

Environment Manager

• Lead planning and delivery of multiple projects on time, within scope, and on budget.
• Facilitate project meetings, maintain project documentation, and provide regular status reporting.
• Monitor project health, identify risks early, and implement mitigation strategies.
• Develop and maintain standardized templates, processes, and playbooks for routine project delivery across global teams.
• Manage, coach, and develop onshore and offshore project managers, fostering collaboration and growth.
• Allocate resources and balance workloads across global teams to maximize productivity.
• Drive adoption of PMO standards, tools, and processes to ensure consistent delivery quality.
• Identify and implement process improvements to increase efficiency and scalability.
• Build strong stakeholder relationships through clear communication, risk management, and transparent reporting.

Manager, Project Management

Financial Planning and Analysis

• Oversee enterprise planning cycles, delivery governance, and performance tracking across all customer operations functions
• Partner with Finance to ensure robust financial planning and resource allocation including the creation of the LTFM (Long Term Financial Management) and the AOP (Annual Operating Plan)
• Champion a culture of continuous improvement, data-driven decision-making, and cross-functional collaboration
• Create, maintain and oversee the new employee onboarding and training program
• Own and drive the Monthly Operating Review (MOR) process including scheduling, content development, and leadership engagement
• Lead weekly staff meetings and quarterly town halls to promote alignment and transparency
• Drive operational maturity through the implementation of scalable systems, tools, and processes including Smartsheet, OpenAir, Salesforce, etc.
• Oversee time entry compliance and lead upgrade project coordination and process automation
• Manage ad hoc strategic projects supporting operational efficiency and delivery scale
• Lead our ESAT (Employee Survey Action Team) team
• Drive and own our internal Employee Recognition Program
• Lead the design and execution of a unified portfolio management strategy that aligns with HealthEdge’s strategic objectives
• Own governance for internal and cross-functional project portfolios
• Lead monthly project portfolio reviews, ensuring alignment to OKRs and resource prioritization
• Drive process improvements focused on efficiency, ESAT, and standardization of delivery artifacts
• Partner closely with PS PMO, Engineering, QA, TSS, and Delivery Ops on global delivery standards and upgrade processes
• Establish and standardize reporting, dashboards, and delivery metrics to drive performance and visibility.

Director, Strategic Planning

• Lead, scale, and continuously improve IT Service Management processes, including event, incident, problem, change, configuration, release, and knowledge management, ensuring alignment with ITIL/industry best practices.
• Drive operational strategy for HealthEdge, ensuring processes, capabilities, and team structures evolve to meet future growth, operational priorities, and business objectives.
• Partner with Engineering, Security, Product, and Customer Success to ensure seamless service delivery, rapid incident resolution, and a focus on proactive resiliency.
• Establish and refine metrics, KPIs, and SLAs to measure operational performance, drive accountability, and enable data-driven decision making.
• Champion automation, observability, and self-service capabilities to reduce manual toil and accelerate incident detection, response, and resolution.

Senior Director, IT Operations

Technical Program Manager

• Drive organizational transformation by delivering integration projects that enable critical business capabilities, improve operational efficiency, and support strategic growth initiatives
• Accelerate time-to-value for new technologies by establishing clear integration pathways, coordinating across technical teams, and minimizing disruption to existing operations
• Build bridges across the organization by fostering collaboration between engineering, product, operations, and business teams—creating alignment where complexity often creates silos
• Establish program management excellence through frameworks, processes, and best practices that become templates for future large-scale initiatives
• Mitigate risk by anticipating integration challenges, identifying dependencies early, and implementing robust contingency plans that keep critical projects on track
• Enable seamless execution by translating technical complexities into actionable plans, ensuring stakeholders understand implications, and keeping cross-functional teams aligned throughout delivery
• Create visibility and accountability through effective communication, status reporting, and stakeholder management that keeps leadership informed and teams empowered to make progress
• Mentor and elevate across the organization, raising the bar for how complex initiatives are planned and executed
• Lead complex, cross-functional programs from inception to delivery, ensuring alignment with strategic engineering and business goals.
• Support and accelerate the development of platform teams and capabilities to enable scalable, efficient engineering and drive innovation.
• Develop and refine program management frameworks, processes, and tools to optimize collaboration, governance, and operational efficiency.
• Partner with engineering, architecture, security, product, design, GTM, and platform teams to drive prioritization, decision-making, and rapid execution.
• Define and manage program roadmaps, including schedules, milestones, dependencies, and critical paths.
• Provide clear, data-driven reporting and insights to leadership, leveraging analytics for informed decision-making.
• Identify and mitigate risks and blockers, ensuring smooth execution across teams and functions.
• Manage executive-level communications and expectations, ensuring transparency on program goals, progress, and challenges.
• Continuously improve engineering program management practices, helping the organization scale efficiently.

Senior Technical Program Manager – Corporate Integrations

Security Analyst

• Serve as a strategic leader within our Security Operations Center (SOC)
• Lead high-impact initiatives and mentor a growing team of analysts
• Architect and continuously evolve threat detection and response strategy
• Evaluate and implement advanced detection technologies including AI/ML-based threat modeling
• Drive automation and orchestration initiatives to scale security operations
• Partner with product, infrastructure, and GRC teams to embed security into workflows

Lead Security Analyst

Program Manager

• Lead end-to-end program management for large-scale customer implementations involving multiple HealthEdge products
• Develop and maintain comprehensive program roadmaps, timelines, and delivery milestones
• Coordinate cross-functional teams including Professional Services, Engineering, QA, and Customer Success
• Manage program scope, budget, and resource allocation across multiple concurrent projects
• Identify and mitigate program-level risks and dependencies
• Serve as primary customer liaison for the Program
• Facilitate regular customer steering committee meetings and executive briefings
• Build and maintain strong relationships with customer stakeholders across all organizational levels
• Drive customer achievement of key performance indicators (KPIs) and business objectives through successful implementation and optimization
• Proactively address customer concerns and escalations to ensure satisfaction
• Oversee multiple projects
• Ensure adherence to HealthEdge implementation methodologies and best practices
• Monitor program health, identify at-risk deliverables, and implement corrective actions
• Coordinate go-live activities and post-implementation support transitions
• Manage change orders, scope adjustments, and contract modifications
• Utilize project management tools (OpenAir, Salesforce) to track progress and resource utilization
• Prepare and deliver executive dashboards and program status reports
• Conduct regular program health checks
• Support capacity planning and resource forecasting initiatives
• Drive continuous improvement in delivery processes and customer experience

• Shape the future of Customer Success through data, automation, and operational excellence.
• Drive initiatives leveraging AI, systems, and advanced analytics to enhance customer growth management, retention risk, and health.
• Create and administer analytics toolsets and manage data integrity.
• Drive process improvements and facilitate operational efficiency to optimize sales and deliver a best-in-class customer experience.
• Ensure strategic alignment with Sales, Marketing, and Product Development to drive a unified customer success strategy.
• Represent customers and the CSO team in technical initiatives across HealthEdge.
• Report to the Sr. Director of Customer Success and provide informal leadership.
• Oversee execution of junior analyst work, ensuring alignment with goals, timelines, and quality standards while mentoring them.
• Plan, deliver, and manage Customer Success projects and programs (sales campaigns, solution deployments, OKR deliverables).
• Collect and define business requirements with subject matter experts and translate them into technical solutions.
• Identify, create, and launch scalable AI-driven solutions; manage change through training and promote adoption.
• Measure outcomes of initiatives and contribute insights to senior leadership and the Board of Directors.
• Lead execution of complex ad hoc analyses and reporting projects across teams and data sources.

Lead Customer Success Operations Analyst

Software Engineer

• Design, implement and support ETL processes that process large healthcare data sets.
• Develop new features and enhancements to match product releases.
• Recommend and design best practices for performant data loads.
• Deploy, orchestrate and monitor jobs.
• Create process, architecture and deployment documents.
• Interact with customers to troubleshoot technical issues.
• Perform Production Support activities, analyze issues, provide effective and immediate solutions.
• Actively participate in team meetings and scrum activities.
• Communicate effectively and provide high quality work while identifying opportunities for continuous improvement.
• Provide occasional support during weekends and work during Eastern Standard Time business hours.
• Seek out and embrace feedback, take on tough assignments to improve skills, and maintain proficiency in HealthEdge platform and partner products.

Interface Developer

DevOps Engineer

• Manage, mentor, and develop a small team of DevOps engineers through 1:1s, performance reviews, and career development
• Lead incident management, crisis response, and maintain high uptime across production systems
• Oversee monitoring, alerting, and PagerDuty configuration for optimal system observability
• Drive AI adoption and automation initiatives to enhance operational efficiency
• Provide guidance on CI/CD pipelines, Infrastructure-as-Code, and Kubernetes deployments
• Coordinate between Development, Operations, and Infrastructure teams
• Participate in on-call operations and production incident resolution
• Collaborate with stakeholders and lead crisis communication