Service Operations Readiness Manager

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable. 

Job Summary: 

The Service Operational Readiness Manager is responsible for and will play a critical role in leading and supporting the execution and delivery of complex change management and process improvement projects and processes that support and enable the Member Services function. This role is key to ensuring our processes are scalable, efficient, and compliant while also focusing on team member level of effort and member satisfaction. With minimal direction and extreme latitude, the Service Operations Readiness Manager will work closely with cross functional stakeholders to develop efficient solutions across teams and support complex projects. In addition, the Service Operational Readiness Manager will be skilled at influencing others, collaborating across different departments, and gaining engagement and support for change and process improvements where direct line authority does not exist. 

Essential Duties and Primary Responsibilities: 

• Manages operational readiness project plans for different product, process, and operational launches 

• Advocates for servicing teams that are impacted by technology or process changes to ensure they receive the support and time needed to prepare for the change 

• Ensures the business is communicated with, engaged, trained, enabled, and supporting of transformations 

• Work closely with cross functional leaders to ensure engagement from the right teams to drive departmental initiatives and objectives 

• Continues to improve the operational readiness process and ensure internal teams are prepared for change 

• Ability to dive in and understand new functionality and how it will impact the business in order to create and drive projects 

• Monitor and evaluate department effectiveness, success, and ROI 

• Support work to identify and analyze operational issues and develop and implement solutions to improve efficiency and effectiveness. 

• Creates project plans for improvement that includes specific, measurable objectives along with a timeline for completion 

• Collaborates and coordinates with department leaders and subject matter experts across business functions to ensure all impacted parties are continuously informed of and involved in operational readiness 

• Produces and maintains clear project documentation, meeting notes and cross-communication 

• Outlines processes and procedures as needed. Generate process flow diagrams where appropriate.

• Ability to think through new changes and help stakeholders consider needs and big picture impacts 

• Facilitates and documents processes to support new products or functionality 

Additional Duties and Responsibilities: 

Education and Experience: 

• Bachelor’s degree 

• Minimum of 5 years leadership experience 

• Minimum of 5 years operations experience in a service environment 

 Specialized Knowledge, Skills, and Abilities: 

• Ability to influence leaders to get results based on company initiatives and goals. 

• Experience building new processes and programs in a rapidly growing environment 

• Change management experience  

• Ability to communicate effectively to all levels of the organization 

• Experience and highly analytical in terms of task management and process improvements 

• Organized with a natural inclination for planning strategy and tactics while maintaining a strong attention to detail 
• Ability to work with various data sources (SalesForce, PowerBI, Report Center, Tableau, etc.) to drill into reporting to understand trending and root causes.
• Intermediate to expert level in Microsoft Excel

 Certifications, Licenses, Registrations: 

• • PMP certification preferred 

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The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Why work for HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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