Senior Manager, Services - Strategic Analytics

How you’ll make an impact:
Strata offers a market-leading healthcare Finance and Data & Intelligence platform, including both software and service solutions for financial analytics, planning and performance that works with over 800 health systems across the country.  As the Senior Manager of Strategic Analytics within our Data & Intelligence team, you’ll be responsible for the operational management of the team that implements and optimizes our suite of Market Solutions. You will partner directly with and provide guidance to key team members and executive stakeholders at the largest health systems in the world and work closely with peers within Strata to help position, sell, and deliver value to our customers. 

We are looking for an experienced, innovative, collaborative leader to manage, deliver, and continue to scale the operations of our client-facing team. The primary focal points of the role are:

• Client Services, including oversight and subject matter expertise (30-40% of time) 
• Growth Support, including scoping of service offerings, RFP and demo support (20-30% of time) 
• Strategic Initiatives, including product strategy input, scoping of new offerings (30-40% of time) 

A day in the life:  

• Lead the team responsible for implementation and optimization of the Market Solutions modules; responsibilities of the team include configuring the user requirements, validating functionality, developing complex reports related to hospital and professional claims data, building reports, developing workflows, and testing key features of the software. 
• Apply expert knowledge of implementation and large project processes, providing strategic direction, making decisions, and solving complex problems to move the business forward.  
• The role is responsible/accountable to leading the team to support outcomes in the 3 pillars of Services: 
  • Customer Satisfaction:  Lead the Market Solutions function to ensure we deliver a consistently high quality, high touch customer experience, focused on: 
    • Quality of the implementation focus on delivering on time/on budget 
    • Managing customer escalations and acting on feedback 
  • Team Engagement:  Provide an outstanding place for the team to work and build their career 
    • Feedback and coaching to learn, improve and advance their career 
    • Manage and mentor senior/experienced leaders to support ongoing growth of the team, specifically strong consulting, analytics, and customer management skills in partnership with team development resources.   
  • High Performance Operations: Working with Client Service Operations, manage operations within the Market Solutions team to enable Strata to achieve business objectives 
    • Work to schedule and match staffing with customer projects 
    • Monitor team capacity to achieve billable targets, while managing workloads 
• Partner with various teams across the organization, including Product Management, Sales, and Operations, serving as a subject matter expert on a variety of service delivery processes (RFPs, project scoping, product feedback, project scheduling, resource management, etc.) 
• Independently handle customer escalations, including but not limited to leading calls for escalation issues, define/develop action plans, de-escalate to avoid need for senior management intervention, etc. 
• Identify opportunities to create value and drive business results, working creatively and proactively with other Strata Practice Leaders and Program Leaders to deliver full-service solutions to our customer base, including customer network programs, advisory services, and staff augmentation services.  

What we’re looking for: 

• 8+ years of operational leadership in a consulting environment; preferably in healthcare and/or technology implementation 
• Demonstrated competency in designing and improving processes, scaling software + services offerings, and/or managing consulting teams 
• Strong analytical and quantitative problem-solving skills, with the ability to effectively communicate complex ideas and concepts effectively 
• Ability to make real-time autonomous decisions when conditions change, based on understanding of the context, business objectives, and customer needs 
• Servant-leader mindset with the ability to manage multiple resources across multiple locations who are working on complex projects simultaneously 
• Preferred: 
  • Understanding of healthcare billing, finance, functions that drive strategic financial improvement and growth processes 
  • Fluency with both healthcare clinical, claims, and remit data