Service Delivery Manager

  • location: Bellevue, WA
  • type: Contract
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job description

Service Delivery Manager

job summary:
Job Description:

The Vice President of Operations is responsible for formulating and implementing a claims and contact center plan, and supporting implementation from process development through production. The intended outcomes will be a combination of high-volume, extremely reliable and time-sensitive delivery of the "WoW" to our pet parents. The individual will be expected to promote a culture of employee engagement, effectiveness, accountability, and consistent communication. The individual will be utilizing Lean Manufacturing and/or 6-Sigma principles to bring up, maintain, and continually improve in house claims production and contact center production at our vendors and contract claims providers. The individual will also be developing a cutting edge, world class process and infrastructure to meet the scaling demands of the Healthy Paws business.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

- Total management responsibility for claims processing, including claims process engineering, queue management, production workforce planning, and daily management

- Implement lean and 6 sigma manufacturing practices

- Create a workforce structure that can meet monthly claims processing targets, as well as customer response SLAs while taking into account our current growth trend

- Total management of each phase of claims processing - from first notice of loss through to final adjudication and reimbursement distribution

- Develop and implement strategies for claims production, design process flows and implement control systems

- Engineering responsibilities of process development, design, process and line validations

- Responsible for all aspects of the distributed claims process pertaining to waste minimization, yield maximization, labor utilization, optimization of the business through effective planning

- Responsible for the development of, and performance to comprehensive operating plans and budgets that contribute to the achievement of the business and financial goals

- Develop and manage critical supplier and contract claims production relationships

- Interface with other key areas of customer business: quality assurance, marketing, compliance, R&D&D, and accounting & business operations

- Provide leadership and vision to ensure that development and operational goals are achieved

- Attract/recruit the brightest, best technical talent and manage/lead them to achieve their maximum potential

- Ensures compliance with all appropriate regulatory authorities to include State and Federal regulations

- Makes decisions, that will at times be difficult and/or unpopular, that support and drive the organization strategy; influences others to support the decisions. Fosters personal courage in others

- Ensures plans are in place to meet/exceed goals while providing motivation and inspiration

- Ensures results are achieved by providing resources, removing obstacles and helping others envision the end result

EXPERIENCE REQUIREMENTS:

- Minimum 10-15 years experience hands-on as a Leader of operations

- Expertise in a range of different manufacturing technologies and computer management control systems as they apply such state-of-the-art technology to meet increasingly competitive business needs

- Proven experience in production planning and COGS development

- Must have experience with Lean manufacturing and 6-Sigma practices

- Prior development and integration of an ERP or IBP system

- Proven ability to analyze financial data and develop financial plans and manage resources

- Proven experience in contracting and negotiation

- Proven level of technical and business knowledge to assist in strategic planning

- Proven success leading a manufacturing and production staff

- Ability to communicate at all levels of the company as well as officials, and external partners

- Outstanding written and verbal skills

- Proven track record of personnel recruitment, mentoring and development

- Proven history of championing change management

- Strong analytical and problem-solving skills combined with a strong technical presence

- Strong team building and interpersonal skills

 
location: Bellevue, Washington
job type: Contract
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
Job Description:

The Vice President of Operations is responsible for formulating and implementing a claims and contact center plan, and supporting implementation from process development through production. The intended outcomes will be a combination of high-volume, extremely reliable and time-sensitive delivery of the "WoW" to our pet parents. The individual will be expected to promote a culture of employee engagement, effectiveness, accountability, and consistent communication. The individual will be utilizing Lean Manufacturing and/or 6-Sigma principles to bring up, maintain, and continually improve in house claims production and contact center production at our vendors and contract claims providers. The individual will also be developing a cutting edge, world class process and infrastructure to meet the scaling demands of the Healthy Paws business.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

- Total management responsibility for claims processing, including claims process engineering, queue management, production workforce planning, and daily management

- Implement lean and 6 sigma manufacturing practices

- Create a workforce structure that can meet monthly claims processing targets, as well as customer response SLAs while taking into account our current growth trend

- Total management of each phase of claims processing - from first notice of loss through to final adjudication and reimbursement distribution

- Develop and implement strategies for claims production, design process flows and implement control systems

- Engineering responsibilities of process development, design, process and line validations

- Responsible for all aspects of the distributed claims process pertaining to waste minimization, yield maximization, labor utilization, optimization of the business through effective planning

- Responsible for the development of, and performance to comprehensive operating plans and budgets that contribute to the achievement of the business and financial goals

- Develop and manage critical supplier and contract claims production relationships

- Interface with other key areas of customer business: quality assurance, marketing, compliance, R&D&D, and accounting & business operations

- Provide leadership and vision to ensure that development and operational goals are achieved

- Attract/recruit the brightest, best technical talent and manage/lead them to achieve their maximum potential

- Ensures compliance with all appropriate regulatory authorities to include State and Federal regulations

- Makes decisions, that will at times be difficult and/or unpopular, that support and drive the organization strategy; influences others to support the decisions. Fosters personal courage in others

- Ensures plans are in place to meet/exceed goals while providing motivation and inspiration

- Ensures results are achieved by providing resources, removing obstacles and helping others envision the end result

EXPERIENCE REQUIREMENTS:

- Minimum 10-15 years experience hands-on as a Leader of operations

- Expertise in a range of different manufacturing technologies and computer management control systems as they apply such state-of-the-art technology to meet increasingly competitive business needs

- Proven experience in production planning and COGS development

- Must have experience with Lean manufacturing and 6-Sigma practices

- Prior development and integration of an ERP or IBP system

- Proven ability to analyze financial data and develop financial plans and manage resources

- Proven experience in contracting and negotiation

- Proven level of technical and business knowledge to assist in strategic planning

- Proven success leading a manufacturing and production staff

- Ability to communicate at all levels of the company as well as officials, and external partners

- Outstanding written and verbal skills

- Proven track record of personnel recruitment, mentoring and development

- Proven history of championing change management

- Strong analytical and problem-solving skills combined with a strong technical presence

- Strong team building and interpersonal skills

 
qualifications:
Job Description:

The Vice President of Operations is responsible for formulating and implementing a claims and contact center plan, and supporting implementation from process development through production. The intended outcomes will be a combination of high-volume, extremely reliable and time-sensitive delivery of the "WoW" to our pet parents. The individual will be expected to promote a culture of employee engagement, effectiveness, accountability, and consistent communication. The individual will be utilizing Lean Manufacturing and/or 6-Sigma principles to bring up, maintain, and continually improve in house claims production and contact center production at our vendors and contract claims providers. The individual will also be developing a cutting edge, world class process and infrastructure to meet the scaling demands of the Healthy Paws business.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

- Total management responsibility for claims processing, including claims process engineering, queue management, production workforce planning, and daily management

- Implement lean and 6 sigma manufacturing practices

- Create a workforce structure that can meet monthly claims processing targets, as well as customer response SLAs while taking into account our current growth trend

- Total management of each phase of claims processing - from first notice of loss through to final adjudication and reimbursement distribution

- Develop and implement strategies for claims production, design process flows and implement control systems

- Engineering responsibilities of process development, design, process and line validations

- Responsible for all aspects of the distributed claims process pertaining to waste minimization, yield maximization, labor utilization, optimization of the business through effective planning

- Responsible for the development of, and performance to comprehensive operating plans and budgets that contribute to the achievement of the business and financial goals

- Develop and manage critical supplier and contract claims production relationships

- Interface with other key areas of customer business: quality assurance, marketing, compliance, R&D&D, and accounting & business operations

- Provide leadership and vision to ensure that development and operational goals are achieved

- Attract/recruit the brightest, best technical talent and manage/lead them to achieve their maximum potential

- Ensures compliance with all appropriate regulatory authorities to include State and Federal regulations

- Makes decisions, that will at times be difficult and/or unpopular, that support and drive the organization strategy; influences others to support the decisions. Fosters personal courage in others

- Ensures plans are in place to meet/exceed goals while providing motivation and inspiration

- Ensures results are achieved by providing resources, removing obstacles and helping others envision the end result

EXPERIENCE REQUIREMENTS:

- Minimum 10-15 years experience hands-on as a Leader of operations

- Expertise in a range of different manufacturing technologies and computer management control systems as they apply such state-of-the-art technology to meet increasingly competitive business needs

- Proven experience in production planning and COGS development

- Must have experience with Lean manufacturing and 6-Sigma practices

- Prior development and integration of an ERP or IBP system

- Proven ability to analyze financial data and develop financial plans and manage resources

- Proven experience in contracting and negotiation

- Proven level of technical and business knowledge to assist in strategic planning

- Proven success leading a manufacturing and production staff

- Ability to communicate at all levels of the company as well as officials, and external partners

- Outstanding written and verbal skills

- Proven track record of personnel recruitment, mentoring and development

- Proven history of championing change management

- Strong analytical and problem-solving skills combined with a strong technical presence

- Strong team building and interpersonal skills

 
skills: Job Description:

The Vice President of Operations is responsible for formulating and implementing a claims and contact center plan, and supporting implementation from process development through production. The intended outcomes will be a combination of high-volume, extremely reliable and time-sensitive delivery of the "WoW" to our pet parents. The individual will be expected to promote a culture of employee engagement, effectiveness, accountability, and consistent communication. The individual will be utilizing Lean Manufacturing and/or 6-Sigma principles to bring up, maintain, and continually improve in house claims production and contact center production at our vendors and contract claims providers. The individual will also be developing a cutting edge, world class process and infrastructure to meet the scaling demands of the Healthy Paws business.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include but are not limited to:

- Total management responsibility for claims processing, including claims process engineering, queue management, production workforce planning, and daily management

- Implement lean and 6 sigma manufacturing practices

- Create a workforce structure that can meet monthly claims processing targets, as well as customer response SLAs while taking into account our current growth trend

- Total management of each phase of claims processing - from first notice of loss through to final adjudication and reimbursement distribution

- Develop and implement strategies for claims production, design process flows and implement control systems

- Engineering responsibilities of process development, design, process and line validations

- Responsible for all aspects of the distributed claims process pertaining to waste minimization, yield maximization, labor utilization, optimization of the business through effective planning

- Responsible for the development of, and performance to comprehensive operating plans and budgets that contribute to the achievement of the business and financial goals

- Develop and manage critical supplier and contract claims production relationships

- Interface with other key areas of customer business: quality assurance, marketing, compliance, R&D&D, and accounting & business operations

- Provide leadership and vision to ensure that development and operational goals are achieved

- Attract/recruit the brightest, best technical talent and manage/lead them to achieve their maximum potential

- Ensures compliance with all appropriate regulatory authorities to include State and Federal regulations

- Makes decisions, that will at times be difficult and/or unpopular, that support and drive the organization strategy; influences others to support the decisions. Fosters personal courage in others

- Ensures plans are in place to meet/exceed goals while providing motivation and inspiration

- Ensures results are achieved by providing resources, removing obstacles and helping others envision the end result

EXPERIENCE REQUIREMENTS:

- Minimum 10-15 years experience hands-on as a Leader of operations

- Expertise in a range of different manufacturing technologies and computer management control systems as they apply such state-of-the-art technology to meet increasingly competitive business needs

- Proven experience in production planning and COGS development

- Must have experience with Lean manufacturing and 6-Sigma practices

- Prior development and integration of an ERP or IBP system

- Proven ability to analyze financial data and develop financial plans and manage resources

- Proven experience in contracting and negotiation

- Proven level of technical and business knowledge to assist in strategic planning

- Proven success leading a manufacturing and production staff

- Ability to communicate at all levels of the company as well as officials, and external partners

- Outstanding written and verbal skills

- Proven track record of personnel recruitment, mentoring and development

- Proven history of championing change management

- Strong analytical and problem-solving skills combined with a strong technical presence

- Strong team building and interpersonal skills


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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