Manager, Healthcare IT Technical Operations

Overview

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations that helps our customers achieve affordable, equitable health care for all. We have a strong global presence, with a workforce of over 4,000 people built on a foundation of simplicity, integrity, people-centricity, and leadership.

You Are

HealthEdge is searching for a highly motivated IT Technical Operations Manager to join our team. The IT Technical Operations Manager position is responsible for the operational health, stability, and performance of customer-facing healthcare technology environments while providing leadership, coaching, and development for Technical Operations team members.

This role serves as both a customer-facing operational leader and a hands-on people leader. The Manager is accountable for service delivery performance, customer outcomes, operational excellence, team development, workforce planning, and continuous improvement initiatives.

The Manager acts as a trusted partner to customers, internal business stakeholders, delivery teams, and vendor partners while building and leading high-performing teams that support customer and organizational objectives.

The person in this role will report to the Director of Delivery Management and manage activities across a geographically dispersed team.

The Opportunity

Operational Service Delivery & Customer Ownership

As an IT Technical Operations Manager, you will be accountable for the following:

• Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts.

• Lead day-to-day production support activities for healthcare payer environments, including core administrative systems, integrated applications, and vendor-supported solutions.

• Drive incident resolution, root cause analysis, customer escalations, and operational priorities.

• Manage incidents and service activities through tools such as Jira and ServiceNow.

• Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners.

• Plan and oversee maintenance events, production changes, and system upgrades.

• Develop and present SLA, operational performance, and service health reporting to customers and internal leadership.

• Monitor service performance and proactively address issues impacting operational stability or customer outcomes.

• Participate in after-hours support activities as needed.

Governance, Customer Advisory & Risk Management

• Serve as a trusted operational advisor for assigned customer accounts.

• Lead governance forums, operational reviews, service reviews, and escalation discussions.

• Partner with customers to understand business priorities, operational challenges, and service delivery needs.

• Present operational metrics, trends, risks, and improvement recommendations to customer and internal stakeholders.

• Identify operational, technical, staffing, vendor, and service delivery risks and drive mitigation plans.

• Support operational readiness, capacity planning, compliance requirements, and business continuity activities.

• Ensure adherence to contractual, regulatory, and organizational requirements.

Continuous Improvement & Operational Leadership

• Drive initiatives that improve service quality, operational efficiency, customer experience, and SLA performance.

• Lead efforts to reduce recurring incidents and improve overall service delivery outcomes.

• Develop and enhance operational processes, governance practices, playbooks, and controls.

• Identify automation and process improvement opportunities.

• Support the development and continuous improvement of the service management portfolio for customer implementations.

• Partner with leadership on strategic operational and customer initiatives.

People Leadership & Workforce Management

• Provide direct leadership, coaching, mentoring, and career development for team members.

• Conduct performance reviews, goal setting, feedback discussions, and performance management activities.

• Support hiring, onboarding, workforce planning, succession planning, and employee retention efforts.

• Manage staffing assignments, project staffing, resource allocation, and workload balancing across customer accounts.

• Build team capability through training, coaching, and knowledge sharing.

• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

• Coordinate with offshore teams and leadership to ensure effective service delivery.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• Bachelor's degree or higher in Computer Science, Engineering, Information Technology, Business, or a related field, or an equivalent combination of education and experience.

• 6+ years of experience supporting or managing customer-facing production environments.

• 2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment.

• Experience managing employee performance, career development, staffing, and workforce planning activities.

• Experience leading customer-facing operational delivery functions, including delivery management and customer/account interaction.

• Experience working in a technical support role within a complex architecture environment.

• Experience managing the health of production application environments.

• Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO).

• Strong experience with service management, SLA tracking, operational reporting, and customer communications.

• Strong experience managing Sev1/Sev2 incidents, customer escalations, and operational risk.

• Coordinate and facilitate Sev 1 production incident war room bridge calls on an as needed basis

• Experience participating in customer governance, service reviews, and operational planning discussions.

• Experience coordinating with internal technology teams, vendors, and business partners.

• Experience working in an onshore/offshore operating model.

• Experience managing projects, tasks, and deliverables.

• Experience with ITIL practices and software delivery; ITIL certification is a plus.

• Experience with ServiceNow and Jira Service Management.

• Practical knowledge of SOWs, SLAs, Change Requests, and service management processes.

• Experience with SQL required.

• Experience with healthcare EDI transactions required (270, 271, 276, 277, 834, 835).

• Experience with ETL processing required.

• Experience with AWS/GCP desirable.

• Experience with SOAP desirable.

• Strong customer focus and ability to build trusted relationships.

• Strong leadership, communication, planning, coordination, and presentation skills.

• Ability to balance hands-on operational leadership with people leadership responsibilities.

Role Location: Remote

Working Hours: Eastern Standard Time (Available as needed after hours for critical incident management)

Travel: Up to 5%

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

**The annual US base salary range for this position is $120,000 to $140,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.