Sr. DesignOps Manager, Customer Experience Solutions Program Manager (Remote/ Work from Home)

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Posted 5 days ago United States Salary undisclosed
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Job Description

Company : Highmark Health Job Description : JOB SUMMARY This role will lead innovative and transformative customer experience initiatives for customers utilizing their insurance to get healthcare. This job will be an active influencer, collaborator and co-creator with Designers, Design Strategists, Design Owners, matrixed teams and experts. Will plan and orchestrate the team's path to key deliverables, but also actively apply creative thinking and lead design methods that move solution delivery forward. Will serve as catalyst, contributor and coordinator as teams create remarkable experiences for our clinicians and customers. The incumbent will help create an environment and culture where design teams can do their best work. Will uphold commitments to timing and quality, while keeping track of all the moving parts necessary to drive solution delivery. The incumbent will also have a key role in developing relationships and facilitating collaborative sessions and reviews with stakeholders to ensure solution designs are properly vetted and accepted on the path to solution pilots. This job defines, plans, and delivers of complex solutions that require cross-functional collaboration and management of inter-dependencies between a group of projects and/or related activities within the constraint of scope, quality, time and budget. Includes the management of a group of internal exempt and/or matrixed employees and contractors that serve on the program(s) to deliver solutions for the business. ESSENTIAL RESPONSIBILITIES + Work with design, business and technical organizations to drive out program strategy and approach. Organize, plan, and maintain program roadmap consisting of cross-functional activities/projects. + Work with business and technical organizations to assemble project teams. Lead teams in the development and maintenance of comprehensive design and delivery plans. + Work with Design Owners and matrixed teams to achieve the solution delivery objectives. + Acquire understanding of the customer needs, clinician needs and business objectives for an assigned area. + Monitor, evaluate and report on Program status inclusive of scope, schedule, budget and alignment to strategic goals. Direct action, as needed, to maintain the viability of the Program. + Develop and maintain positive stakeholder and customer relationships. Deliver presentations of solution status to effectively communicate throughout the delivery life-cycle. + Adhere to the Organization's design operations management methods, life-cycle methodologies, and audit requirements. Support and contribute to the improvement of design operations management methods and practices. + Other duties as assigned or requested. EDUCATION Required + Bachelor's Degree Substitutions + None Preferred + None EXPERIENCE Required + 5 years in a project/program manager, design operations, or scrum master role Preferred + 3 years of Healthcare Insurance industry business and operational knowledge + 3 years of design consulting, corporate design function or creative agency experience + 3 years of traditional project management experience, with openness to adopt and apply design-driven, human-centered methods + 3 years of managing large, complex projects + 3 years with an industry standard software development life-cycle + 3 years with Agile process and methodologies LICENSES or CERTIFICATIONS Required + None Preferred + PMP Certification or equivalent training + Human Center Design Certification or equivalent training SKILLS + Leadership Skills + Organization and Planning Skills Language (Other than English): None Travel Requirement: 0% - 25% PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type Office-based Teaches / trains others regularly Rarely Travel regularly from the office to various work sites or from site-to-site Occasionally Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Occasionally Lifting: 25 to 50 pounds Never _Disclaimer:_ _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._ _Compliance Requirement_ _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._ _As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._ _Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._ Pay Range Minimum: $78,900.00 Pay Range Maximum: $146,000.00 _Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._ Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. EEO is The Law Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _\_files/employers/poster\_screen\_reader\_optimized.pdf_ ) We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below. For accommodation requests, please contact HR Services Online at California Consumer Privacy Act Employees, Contractors, and Applicants Notice Req ID: J214688