About the Role:

We are looking for a dedicated and experienced Operations Manager to manage the day to day operations of Capillary’s healthcare vertical. This role requires a strong background in project and program management, exceptional organizational skills, and the ability to work collaboratively with various internal teams and external stakeholders. The Operations Manager will oversee all aspects of the operations team and healthcare program, ensuring smooth operations, timely issue resolution, and effective communication with our client.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new operations team members.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Key Responsibilities:

• Program Management: Oversee all aspects of the healthcare engagement program, ensuring seamless operation and alignment with the overall healthcare engagement strategy.
• Operations Point of Contact: Serve as the primary point of contact for our client on all operational matters related to the program, ensuring clear and efficient communication regarding timelines, deliverables, and issue resolution.
• Project Coordination: Coordinate with internal teams to research and resolve issues, ensuring that all tasks are prioritized and completed efficiently.
• Stakeholder Communication: Maintain open lines of communication with the client and internal teams, providing regular updates on program status and performance.
• Performance Monitoring: Track and analyze program performance metrics, identifying areas for improvement and implementing necessary changes.
• Issue Resolution: Proactively identify potential issues and manage the resolution process, coordinating with relevant teams to ensure timely solutions.
• Expectation Setting: Clearly set and manage expectations with the client regarding timing, deliverables, and potential challenges.
• Documentation: Maintain comprehensive documentation of program processes, issues, resolutions, and performance metrics.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance program efficiency and effectiveness.
• Escalation: Will serve as a key Tier 3 escalation point for our Healthcare partner and will be require being on-call at certain times.

Qualifications:

• Experience: Minimum of 5 years of experience in operations or program management, preferably within a global or multinational organization.
• Project Management: Strong project and program management skills with a proven track record of managing complex projects from inception to completion.
• Technical Skills: Familiarity with technical systems and integrations, particularly those related to loyalty programs.
• Communication: Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely to both technical and non-technical stakeholders.
• Analytical Skills: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Client Management: Proven experience in managing client relationships and setting clear expectations.
• Team Collaboration: Ability to work collaboratively with cross-functional teams, fostering a cooperative and productive working environment.
• Detail-Oriented: High attention to detail, ensuring accuracy and consistency in program management.
• Flexibility: Ability to adapt to changing priorities and business needs in a fast-paced environment.
• Self-Starter: Demonstrated ability to take initiative and work independently with minimal supervision, driving projects and initiatives forward proactively.
• Education: Bachelor’s degree in business, information technology, or a related field. Advanced degree or certifications in project management or operations management is a plus.

Preferred Qualifications:

• Cloud Computing: Experience with server and cloud computing platforms, particularly AWS.
• Project Tooling: Proficiency in using Jira for project management and task tracking.
• Performance Monitoring: Familiarity with performance monitoring tools such as New Relic, Dynatrace, or Splunk.
• Version Control: Experience with GitHub for version control and code repository management.
• API Development: Basic knowledge of programming languages used for API development, such as Javascript.