Director, Service Operations

Job Description Summary

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Job Description

Customer Service Operations

? Develop and implement a standardized project intake process and web-based portal, leveraging ServiceNow to manage customer requests and ensuring alignment with the project deployment platform(s) used by the OCM team

? Act as a primary point of contact for Office of Communications & Marketing project requests, responding to customer inquiries in a timely manner

? Facilitate the development of service level agreements for key functions and standard project request types

? Work with customers to understand project requests and develop a clear scope of work

? Provide customers with estimated project completion dates and establish a regular cadence for progress updates

Project Coordination

? Collaborate with marketing & communications functional area[s] and serve as a liaison to ensure alignment and integration among project stakeholders

? Create workplans and timelines for project deliverables within alignment of agreed upon SOWs; identify, assess, and mitigate potential risks and deviations from target timelines

? Develop and implement processes and workflows to streamline operations and improve efficiency

? Accountable for project tracking and status updates, ensuring the accuracy of information

Resource Management

? Evaluate people, processes, technology and portfolio of requests when evaluating and assigning projects

? Implement a project and time tracking system, monitoring project duration, time, effort, etc.

? Balance project demands with OCM team’s capabilities and capacity; monitor resource utilization

? Determine and assign the best resources based on the customer’s requirements and resource capability and availability

? Recommend and refer vendor engagements based on customer need and available resources, either in full capacity or with OCM collaboration; leverage subject matter experts within OCM functional areas for consultative support

? Establish and maintain relationships with external approved vendors, agencies, and partners to support marketing and communications initiatives

? Ensure that vendors are adhering to brand standards for MUSC and providing timely feedback and reporting on program success

Performance Management

? Collaborate with leadership to develop a scorecard framework and KPIs for customers and team

? Create a transparent reporting process for customers and leaders, generating timely reports to track service performance

? Conduct post-project reviews to evaluate performance, identify opportunities for improvement, and propose changes to process

MINIMUM REQUIREMENTS

Education

A minimum of a bachelor’s degree in business administration, healthcare administration, marketing/communications, or a related field; master’s degree preferred

Experience

6+ years’ experience in operations and/or marketing and communications required, with 3+ years proven track record overseeing service operations function; prior experience working in academic healthcare organizations is preferred but not required

Knowledge, Skills, and Abilities

? Strong project management and organizational skills; proficiency using project management tools for project intake and tracking [e.g., ServiceNow, monday.com, etc.]

? Problem solver with the ability to manage multiple priorities, identify bottlenecks, and implement solutions to streamline the project intake process

? Proven ability to assess and prioritize multiple project requests based on strategic objectives and resource constraints

? Must have a proven and continuously improving track record of delivering excellent customer service

? Experience developing and communicating executive level reporting

? Effective team builder with strong communication and collaboration skills to work with diverse stakeholders

? Proven experience managing and working in a matrixed, cross-functional team environment, with a high degree of complexity and ambiguity

? Effective verbal and written communication skills with the ability to present to, and influence, senior and executive leadership

? Excellent interpersonal skills with the ability to interact effectively, gain credibility, and quickly establish trusting relationships with leaders across all levels of the organization

? Ability to work both independently and as part of a collaborative group

? Knowledge of healthcare operations and terminology is preferred but not required

MUSC is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Additional Job Description

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees