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Job Description
Job: Operations and Data Analysis Manager
Full Time Job
Posted on: July 31, 2012
Locations: USA
Job Description:
(primary responsibilities,
reporting structure,
career path...)
Position Description

The Operations and Data Analysis Manager will provide leadership and direction to the various operations and analysis functions within the Supply Orders Sales (SOS) and Customer Support Center (CSC) Departments. The Operations and Data Analysis Manager will be the central figure supporting the various operations/analysis functions in SOS/CSC to ensure full integration of operations and analysis functions for these Departments. This position will support all facets of continuity of business including the review of operational processes and procedures to continually enhance procedural efficiency. In addition, this position will support the Director at conducting end-to-end business analysis and review of production and revenue to enhance processing and sales strategies to help ensure the achievement of revenue targets. The Operations and Data Analysis Manager also coordinates the integration of people, process, and technology disciplines to ensure the delivery of customer experience excellence within the SOS and CSC departments.

Position Responsibilities

• Provide leadership and management to the team of Data and Operations Analysts within SOS & CSC

• Support the SOS & CSC managers in the day-to-day operations and analysis of the departments

• Work closely with the Work Force Manager supporting the SOS and CSC call centers to drive productivity, efficiency and meet service level standards while maintaining customer satisfaction

• Work closely with outside business analysis teams to perform on-going business analysis (Managed Markets, Pump and CGM Marketing Units, IT, Patient Financial Services, and Pump Orders Services)

• Provide support for on-going systemic process and technology improvement initiatives in collaboration with business leaders to ensure optimal efficiency and effectiveness

• Support the SOS & CSC Director with the development of strategy and quarterly/annual business planning, including budgets, forecasting and personnel and budget allocations

• Identify organizational, operational and industry best practices to develop strategies and drive implementation throughout the SOS and CSC departments

•Review, evaluate and recommend new technologies; develop and maintain technological roadmap; develop ROI analyses to determine optimal technology investments

• Collaborate with IT to develop and maintain business continuation/disaster recovery plans as it relates to call routing and Work-at-Home program

• Manage the Customer Experience Driver Role and ensure collaboration with the Customer Experience Driver Group and Director for the purpose of ever increasing the level of Customer Experience as measured by NPS and Transactional Survey score

• Recruit, manage, ensure productivity, timely delivery of project results, and develop direct-reporting staff

Basic Qualifications

• Bachelor's Degree

• 7+ years’ experience in Operations and/or Analyst roles

• 5+ years’ experience managing teams

• Advanced knowledge of Business Analytics including SAP and SQL Server databases

• Excellent presentation skills with strong ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization

• Experienced utilizing Microsoft Office Products: Word, Excel, PowerPoint, Project

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