SVP, Customer Operations

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

The SVP, Customer Operations will manage, maintain, and be ultimately responsible for all operations pertaining to the delivery of products and solutions through internal and/or third-party vendor relationships.

Duties and Responsibilities:

• Lead, appropriately scale, drive, and manage all operations teams, tools, processes, policies, compliance, procedures, quality assurance, and associated resources;
• Assess current state of operational management processes, business plans, reporting and controls; adjust and improve as appropriate;
• Oversee the expansion and growth of the operations function, including the design and implementation of scalable business processes and infrastructure;
• Provide leadership to the customer-facing support organization, including Technical Support, Customer Support, and Implementation & Training;
• Oversee management and drive process improvement for advanced technical support leveraging Technical Support team, working in collaboration with Engineering and IT teams when appropriate;
• Partner with HR team to continue development of career pathing, develop staff resource planning and support talent acquisition to support the growth of the Operations organization;
• Provide leadership to the internal-facing support functions of the PMO;
• Develop, implement and manage the annual budget in conjunction with the business unit leadership; prepare and submit an annual operational budget for review and approval and manage effectively within this budget;
• Work with Finance team to coordinate on monthly revenue and billing activities to support the financial operations of the business unit, including but not limited to, assisting with revenue forecasting, supporting billing functions, collections activities, tracking and reporting customer credits, and other customer facing finance activities;
• Develop strategic imperatives for business unit and partner with Finance and Data Governance to identify KPI’s that support the achievement of business imperatives;
• Partner with the business unit Executive Leadership Team to execute the current growth strategy;
• Provide visible and impactful leadership to employees as an executive and member of the business unit ELT; and
• In partnership with the business unit ELT, set the “tone at the top” of the organization that reinforces the values and employee value proposition.
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
  
  

Job Requirements:

• Minimum of 12 years plus experience in customer operations and personnel management;
• Demonstrated ability to develop and execute a growth strategy, guide the development of operating plans and drive performance;
• Strong financial and analytical capabilities, as well as strong strategic and critical thinking skills;
• Strong experience managing the full scope of operations functions within a high transaction, high availability and complex environment;
• Proven success leading an organization in bringing new strategies to market including both the development of technology, as well as the associated cultural and business process change required to ensure a successful execution and market adoption;
• Proven track record of success facilitating progressive organizational change and development within a growing organization;
• Ability to influence and engage direct reports and peers; and
• Exceptional written, oral, interpersonal, and presentation skills and the ability to effectively interface with all levels of leadership.
  
  

Education:

• Bachelor’s degree is required; and
• Master's degree or equivalent preferred.
  
  

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions;
  
  

Inovalon Offers a Competitive Salary And Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range

$225,000—$350,000 USD

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

To review the legal requirements, including all labor law posters, please visit this link

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link