Senior Manager, Consumer Experience Growth & Support

• Strategic Leadership: Provide strategic leadership, oversight, and mentorship for a diverse team of IT professionals, encompassing both consumer support and Epic/EHR innovation analysts
• Consumer Experience Support Vision: Set the vision for, and drive the transformation of, consumer-facing IT support to deliver a "white glove" experience
• Performance Management and Strategic Cross-skilling: Provide performance feedback and complete performance evaluations for Team-members
• Strategic Thinking and Bridging Capabilities: Strong skillset in matrixed management to bridge EHR analysts from implementation and support, with consumer web and app POC, development, and translating consumer and patient feedback into product and engineering requests
• Application Stewardship: Responsible for support of clinical and/or business IT applications and systems
• Operational Resource Management of a diverse team: Strategically manage team schedules, including on-call rotations and resource allocation
• Epic, TPA and Engineering Upskilling: Drive the upskilling and cross-training of consumer support personnel in Epic applications and workflows
• Innovation & Discovery Lead of EHR capabilities: Dotted line accountable leader, to pair with development teams from discovery, inception, development, and execution of Proof-of-Concept (POC) projects and discovery initiatives
• EHR Relationship Management and Growth mindset, nimble team cultivation: Supports multiple business applications with key focus on Epic applications and upskilling direct reports on Epic support models
• Seamless Integration and Implementation and Strategic Bridge Building: Collaborate with Epic Gold, Operations & Maintenance (O&M) teams, and other internal stakeholders to facilitate seamless transitions from POC to production
• Project & Delivery Oversight: Accountable to establishing timelines and deliverables
• Project management, including forecasting time and resources, establishing timelines and deliverables, engaging stakeholders, adhering to governance processes
• Performance Monitoring and Efficiency and Regulatory Adherence: Monitor activity and progress toward goal for all projects and issues of the teams
• Adhere to applicable laws and regulations
• associated with system implementation and ongoing support

• Bachelors Of Science Required
• 7+ years of progressive experience in Information Technology within a clinical or clinical information systems environment Required
• 5+ years of demonstrated success in a dedicated people management role, leading and developing high-performing teams, preferably an IT Support team, application development team, or highly matrixed Required
• Proven experience leading complex projects and large matrixed teams with significant stakeholder engagement and a track record of achieving project goals Required
• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, Business Administration, or a related field, Required
• Knowledge of legal, managerial, and organizational principles and standards for health systems Required
• EHR and TPA build knowledge required (e.g., Epic, Adobe, GCP, etc.)
• EPIC Certification (EPIC) Required
• Architectural Awareness: Foundational understanding of the Software Development Life Cycle (SDLC) and key architectural concepts (e.g., Data Layer, API integration, Microservices, Cloud platforms to the consuming application) to facilitate effective partnership with development and engineering teams Required
• Exceptional People Leadership: Demonstrated ability to lead, motivate, coach, and develop diverse teams, fostering a high-performance, collaborative, and empathetic culture, especially across operational and innovation functions Required
• Strategic Vision & Execution: Ability to translate strategic organizational goals into actionable plans and drive execution across teams, balancing operational demands with future-focused innovation Required
• Accountable Subject Matter Expert: Epic Expertise
• Strong functional knowledge of Epic applications, workflows, and its integration within a healthcare ecosystem Required
• Deep Healthcare Acumen: Profound understanding of healthcare systems, clinical processes, and IT applications within a complex health system environment. Knowledge of legal, managerial, and organizational principles for health systems is essential Required
• Superior Communication & Influence: Outstanding verbal, written, and presentation skills (including facilitation). Proven ability to effectively communicate complex technical concepts to diverse audiences, build consensus, negotiate outcomes, and influence stakeholders and decision-makers at all levels Required
• Customer-Centricity: A passionate advocate for the consumer experience, with a proven track record of elevating service delivery to a "white glove" standard Required
• Analytical & Problem-Solving: Advanced analytical, critical thinking, and problem-solving skills with a proactive and methodical approach to troubleshooting and risk mitigation
• with an eye towards daily operational excellence Required
• Agility & Adaptability: Exceptional organizational skills with the ability to manage multiple, often conflicting, priorities in a fast-paced environment and adapt quickly to organizational and technological change Required
• Assertiveness & Initiative: Demonstrated qualities of assertiveness, a high sense of urgency, and a self-starter mentality, capable of driving initiatives independently and escalating issues effectively when necessary Required
• Cross-Functional Collaboration: Proven ability to build strong, effective working relationships across IT development, operations, clinical, and business teams, fostering a culture of partnership and mutual accountability Required

• Certified Scrum Master Training (CSMT) Preferred
• Project Management Professional (PMP) Preferred
• ITIL Foundation Cert for IT Mgmt (ITILFC) Preferred
• Master's degree in a relevant field (e.g., MBA, M.S. in Health Informatics) Preferred
• Experience or strong familiarity with modern application development concepts, including Agile methodologies, Microservices, APIs (especially FHIR), and cloud platforms (e.g., GCP) Preferred
• Experience managing or significantly contributing to Proof-of-Concept (POC) or innovation initiatives within a large organization Preferred
• Management of a consumer facing support team Preferred

medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings