Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug-in capabilities. With a strong working knowledge of Medicaid, this role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations, ensuring frontline operational needs are met efficiently and consistently.
Key Responsibilities
- Ticket Execution & Intake Management
Provide ticket support and break-fix story support, working closely with Product and IT teams to ensure timely resolution. Act as gatekeeper for operational intake, including queues, service requests (SRs), and escalation routing, ensuring prioritization aligns to business impact and regulatory needs. Own ticket oversight and trend analysis across GPS and integrated applications, identifying systemic issues and driving root-cause remediation in partnership with Product and IT.
- Incident Support & Communications
Support IRT communications and IRT lead, ensuring accurate updates, documentation, and stakeholder awareness during incidents. Partner with Sr. Manager and broader teams to ensure follow-through on incident remediation actions.
- Testing Support
Execute and support testing activities including UAT, regression, and system testing for releases and enhancements. Validate solutions against documented use cases, operational flows, and Medicaid-specific needs.
- Experience Analytics & Observations
Conduct Quantum Metric reviews and provide observations on trends, defects, and experience friction. Escalate insights and opportunities to senior leaders and Product partners for action.
Required Qualifications
- 5+ years of demonstrated problem-solving skills
- 5+ years of experience working in application operations, production support, or digital platform support roles.
- 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
- 5+ years demonstrated strong verbal and written communication skills
- 5+ years of experience managing cross-functional work and competing priorities.
Preferred Qualifications
- Exposure to enterprise incident management models.
- Experience participating in Agile delivery teams.
- Operational experience with Medicaid.
- Familiarity with digital experience analytics tools (Quantum Metric or similar).
Education:
- Bachelor’s degree or equivalent work experience
Anticipated Weekly Hours
- 40
Time Type
- Full-time
Pay Range
- $54,300.00 - $145,860.00
Benefits
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs