Content Operations Manager
7 days ago
Job Summary:
The Content Operations Manager will oversee a team responsible for delivering high-quality content services to our customers. This role requires strong leadership and operational management skills, with a focus on process excellence and customer satisfaction.
Key Responsibilities:
- Lead a team of Content Operations professionals to achieve service goals and maintain high customer satisfaction
- Collaborate with internal stakeholders and GHX North America leadership to provide operational oversight and ensure delivery targets are met
- Develop and implement operational policies and procedures, and evaluate employee performance
- Provide ongoing training and oversight of staff on technology used in Content Services processes
- Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met
- Build and develop the team, establishing hierarchy of responsibilities and concentrations as needed
- Act as escalation point for technical and transactional issues, and provide follow-up with required individuals to ensure successful problem ownership
- Cross-functional and collaborative engagement with internal GHX US and offshore stakeholders for operational performance management
- Manage staffing to address attrition and workload, and plan capacity through timely recruitment and training for replacing resources
- Ensure knowledge management is implemented effectively using GHX corporate tools
- Serve as the internal representation for the voice of the customer on new or existing products
- Implement new processes or requests process evolution to drive greater efficiencies
Requirements:
- Minimum 8+ years of experience in healthcare and/or operations, including at least 3 years experience in operations management managing direct reports
- Bachelor's degree, or a combination of education and related experience
- Global BPO experience, working with US clients, preferably in healthcare vertical
Work Environment:
- Shift Timings: US Shifts
- Transportation - 1 way (Drop Cab Facility)
- Work mode: Work from Office
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