OPPORTUNITY:

We are looking for a Digital Product Operations & Deployment Manager for a full-time hybrid permanent role in Yonkers, NY.
Onsite work required as needed in New York

OVERVIEW:

Seeking a Product Operations & Deployment Manager who is excited to enable team operations, lead end-user adoption and change management, and successfully scale Digital solutions across the health system. This role requires collaboration with Digital product teams, clinical, and operations teams to effectively create change. This role will directly contribute to realizing new experiences and journeys for patients, providers, and operators and work to tangibly improve patient access and experience, enable clinicians to focus on delivering care, and provide the tools to allow operational leads to seamlessly conduct their work.
This role is responsible for full operational delivery from planning, stakeholder engagement, and communication to tangible change management and measurement. A critical component of this role is creating sustained behavior change and outcomes.

REQUIREMENTS:

• Five (5) plus years of demonstrated experience in Operations and/or Technology implementation.
• Bachelor’s degree in technical or business field.
• Master’s degree preferred.
• Experience in a healthcare setting is required.
• Experience working with a variety of Digital solutions, ideally in a healthcare setting.
• Success leading complex operational and technology deployments across end-users.
• Exceptional emotional intelligence, empathy, and relationship building.
• Experience working in a matrixed organization.
• Demonstrated comfort with ambiguity and being a proactive self-starter.
• Exceptional communication, problem solving, and collaboration skills.
• High degree of accountability and ability to deliver against deadlines.
• Ability to effectively communicate across roles and levels, from executive leaders to front-line operators and clinicians.
• Familiarity with agile methodologies.
• Knowledge with Jira, Confluence, PowerBI and other tools.
• Advanced comfort with Microsoft tools (e.g., Excel, Word, PPT, Project), PowerBI, Jira, Confluence, Visio.
• Client requires employees to be vaccinated including for flu and COVID-19.

Implementation, Adoption and Change Management

• Lead implementation efforts across various Digital products to end-users.
• Develop standardized implementation playbooks tailored to different products, user groups/personas, and for various clinical and business settings.
• Manage deployment timelines, readiness assessments, and go-live plans in coordination with product teams, operations, and clinical partners.
• Work closely with local champions, clinicians, and operational leaders to identify adoption barriers and co-design solutions; determine and prioritize solutions.
• Design and deliver comprehensive change management plans focused on behavior and mindset shifts among users.
• Coordinate post-implementation stabilization and feedback loops to support continuous improvement.
• Determine success metrics, and utilize data to monitor adoption trends, measure success, and identify opportunities for reinforcement and refinement.

Communications & Training

• Support designing and implementation of multi-channel communications strategies to inform, engage, and prepare stakeholders across the enterprise.
• Develop tailored training by user groups/personas for various digital products in close collaboration with training, product, and operations teams.
• Work with Technology Communication teams to provide regular information for broadcasting key product updates.
• Develop and maintain supporting materials for a variety of stakeholders to enable ongoing scalability, reach, and outcomes for different audiences

Stakeholder Management

• Serve as a key connector between the digital team and clinical, operational, and administrative stakeholders.
• Regularly represent Digital team at various business forums across all levels to communicate deployment and adoption plans, set end-user expectations, and garner support and buy-in from key stakeholder groups for Digital products.
• Become an enterprise expert to maintain health system level intelligence around locations, Ops management contacts, provider practice groups, and other important information.
• Proactively engage Operations teams, including front line staff, and leverage data to understand pain points and creatively define solution set.
• Coach end-users to build comfort with digitally enabled operational experiences.

Leadership

• Manage high performing teams who implement products with end users.
• Guide, coach and consistently develop team members through feedback and mentorship.
• Promote a culture of transparency, agility, and continuous improvement.