Description

The Opportunity encompasses the development, maintenance, and management of the release/workstream schedule along with its dependencies. You will support the creation and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams. This role is responsible for delivering business results assigned to the releases, working closely with client and internal leadership counterparts to define team member roles and expectations, ensuring timely feedback.

A good understanding of Customer Support metrics and SLAs is crucial, along with accountability for all support aspects related to the product. You will quickly learn the application to develop a functional understanding from a business perspective, guiding and mentoring the team, organizing and motivating team members in their daily tasks, managing data around incoming case volume, and communicating trends in customer behavior as necessary.

This position also involves training new team members, conducting one-on-ones with direct reports, planning process maps and workflows, supporting deployments, and acting as a point of contact for customer outages and resolution. Travel is required (approximately 20%).

Company Culture and Environment

The role fosters a collaborative atmosphere where leadership and team-building skills are essential. You will work independently as well as with all levels of staff, leadership, and external partners, promoting a culture of continuous learning and empowerment.

Career Growth and Development Opportunities

This position offers the chance to develop leadership abilities and enhance supervisory skills, providing a solid foundation for career advancement within the organization. Continuous learning is encouraged as part of the company’s philosophy.

Detailed Benefits and Perks

While specific perks are not outlined, the emphasis on leadership development and continuous learning suggests a supportive environment for professional growth.

Compensation and Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• Retirement savings plan with company matching
• Generous vacation and paid time off policy
• Flexible working hours
• Opportunities for professional development and continuous learning

Why you should apply for this position today

This role presents an exciting opportunity to lead and mentor in a dynamic environment while contributing significantly to business outcomes. By applying, you will be part of a team that values collaboration and is committed to delivering exceptional results.

Skills

• Excellent verbal and written communication and interpersonal skills
• Strong analytical skills with high attention to detail
• Ability to be flexible and work under tight deadlines
• Proficiency in Microsoft Office products
• Strong technical skills: ASP.NET MVC, C#, SQL
• Leadership ability and team-building skills
• Ability to work collaboratively and empower others
• ITIL Certification is a plus

Responsibilities

• Develop, maintain, and manage release/workstream schedule and dependencies
• Support creation and management of SLAs and OLAs
• Ensure delivery of business results for assigned releases
• Work with leadership to determine team member roles and expectations
• Guide and mentor the team
• Plan shifts and motivate team members
• Manage data around incoming case volume
• Communicate trends in customer behavior
• Train new team members
• Conduct one-on-ones with direct reports
• Plan process maps and workflows
• Support deployments and act as a POC for customer outages

Qualifications

• Bachelor’s degree in a related field
• A relevant combination of education and experience may be considered
• Ten years of experience in a production support environment
• Three years of supervisory or leadership experience in IT
• Previous managed care or healthcare experience preferred

Education Requirements

• Bachelor’s degree in a related field

Education Requirements Credential Category

• Bachelor’s degree or equivalent relevant experience

Experience Requirements

• Ten years in production support
• Three years in a supervisory role
• Previous experience in managed care or healthcare preferred

Why work in Vallejo, CA

Vallejo, CA offers a picturesque location with access to stunning natural beauty, vibrant community life, and a diverse culture. The area is known for its rich history, recreational opportunities, and proximity to the San Francisco Bay Area, providing a well-rounded lifestyle that supports both personal and professional growth.