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Job Description

As Manager of Client Operations, youll act as a technology ambassador to clients, advocating for their IT needs across multiple business units. Youll manage relationships, resolve complex issues, and coordinate across internal teamsfrom Engineering and Infrastructure to Sales and Account Managementensuring high-quality service delivery and client satisfaction. Work closely with account manager who works directly with client.

Act as the liaison between PBM clients and IT teams, managing custom workflows

Communicate application outages and provide timely updates/resolutions

Lead client and internal meetings, translating tech topics into understandable insights

Coordinate production support across environments, ensuring SLA compliance

Drive issue escalation and resolution through collaboration with engineering, infrastructure, and support teams

Support key seasonal events like Welcome Season and Go-Lives

Track project milestones, manage risk, and ensure alignment with client contracts

Advocate for client needs with Product and internal innovation teams

Contribute to reporting, presentations, and portfolio tracking across business units

Serve as SME for internal systems to enable operational efficiencies

Coordinate client support and triaging efforts for both production and lower-level environments.

Act as a resource for the production support team and manage stakeholder communications, including client-facing communications and SLAs.

Drive ticket escalations to address concerns in a timely manner through the appropriate channels. Partner with other enterprise teams like infrastructure, engineering, quality, change management, incident management, etc. for issue resolution.

Support annual Welcome Season activities on 1/1 and monthly Go-Lives by attending business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. Provide and maintain on-call support plans for the team.

Follow internal processes around testing, release, and change management.

Manage initiatives and team members that span across all technology teams and require communication and influence at all levels of the organization.

Track, manage, and validate that project and action commitments are being met across all business units, as well as the internal and client teams.

Understand technology impacts on a global landscape to identify gaps and manage associated risks.

Engage with the service warranty and CAP (corrective action plan) process when impact requires a technology solution.

Provide client IT Account Management and contractual support, including to ensure that client Service Level Agreements (SLAs), PGs, and IT commitments are understood and met

Collaborate with Account and Product teams on new offerings and how best to position them with the company and client teams.

Serve as an application SME for core applications to help continually improve processes and remove inefficiencies across all client support teams and areas.

Collaborate with all key players involved to drive efforts internally until the clients IT needs and requests are identified and addressed through internal systems/organizations, including managing IT critical issues to their resolution.

Develop a high-level understanding of the data flow through various applications and systems, as well as a knowledge of main client tools and how they are used.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

4+ years in IT, Production Support, Engineering, Consulting, or Account Management roles (team has assigned book of clients and each manager has 1-3 clients that they support, members are seeing an error on website, and they must work with production support team, weekly status updates on IT projects or initiatives)

3+ years of PBM or healthcare industry experience

Salesforce experience, Microsoft Office

Data oriented- need to provide reporting (Power BI preferred)

Understanding of client contracts

2+ years managing cross-functional teams in a matrixed environment

Experience defining/documenting custom IT solutions

Strong verbal and written communication skills across functions and leadership levels null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].