Content Operations Manager

4 weeks ago


Hyderabad, Telangana, India GHX Full time

Job Summary

The Content Operations Manager will lead a team to meet the Content Operations service goals while maintaining a high level of customer satisfaction. The manager will interact with internal stakeholders and GHX North America leadership to provide operational oversight and ensure we meet our delivery targets.

Key Responsibilities

  • Lead a team to meet Content Operations service goals and maintain high customer satisfaction.
  • Interact with internal stakeholders and GHX North America leadership to provide operational oversight.
  • Ensure delivery targets are met.
  • Hire, manage, build, and maintain a high-performing team of GHX FTEs and contractors.
  • Develop, implement, and review operational policies and procedures.
  • Provide ongoing oversight and training of staff on technology utilization.
  • Conduct performance management and track KPIs for FTEs.
  • Oversee individual contributors and conduct 1on1s to increase performance and foster open communication and collaboration.
  • Build and develop the team.
  • Act as escalation point for technical and transactional issues.
  • Cross-functional and collaborative engagement with internal GHX US and offshore stakeholders.
  • Manage staffing to address attrition and workload.
  • Ensure knowledge management is implemented effectively.
  • Serve as internal representation for voice of the customer.
  • 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.


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