Inovalon

Operations

• Lead, appropriately scale, drive, and manage all operations teams, tools, processes, policies, compliance, procedures, quality assurance, and associated resources;
• Assess current state of operational management processes, business plans, reporting and controls; adjust and improve as appropriate;
• Oversee the expansion and growth of the operations function, including the design and implementation of scalable business processes and infrastructure;
• Provide leadership to the customer-facing support organization, including Technical Support, Customer Support, and Implementation & Training;
• Oversee management and drive process improvement for advanced technical support leveraging Technical Support team, working in collaboration with Engineering and IT teams when appropriate;
• Partner with HR team to continue development of career pathing, develop staff resource planning and support talent acquisition to support the growth of the Operations organization;
• Provide leadership to the internal-facing support functions of the PMO;
• Develop, implement and manage the annual budget in conjunction with the business unit leadership; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;
• Work with Finance team to coordinate on monthly revenue and billing activities to support the financial operations of the business unit, including but not limited to, assisting with revenue forecasting, supporting billing functions, collections activities, tracking and reporting customer credits, and other customer facing finance activities;
• Develop strategic imperatives for business unit and partner with Finance and Data Governance to identify KPI’s that support the achievement of business imperatives;
• Partner with the business unit Executive Leadership Team to execute the current growth strategy;
• Provide visible and impactful leadership to employees as an executive and member of the business unit ELT; and
• In partnership with the business unit ELT, set the “tone at the top” of the organization that reinforces the values and employee value proposition;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

SVP, Customer Operations