Lead, IT Command Center

Become a part of our caring community and help us put health first

The Lead, IT Command Center is responsible for managing the delivery of IT and business driven initiatives and cycles. This includes, but is not limited to, the operational go-live for Medicare Annual Enrollment Period, New Plan Year, CMS STARS season, etc. During a Command Center, we maintain a prioritized RAID log of any impactful post go-live issue to ensure that all critical & high items are resolved ASAP and manage the remaining via a logical cadence.

The Lead Technology Leadership Professional is aligned to lead our IT Command Center (ITCC). The ITCC is the central hub for business to IT escalations, often from contact center operations leaders. The ITCC is the single intake mechanism for executive and privacy escalations with any IT failure. They will pull in any required IT teams to provide an associate to follow up with an affected member(s).

During our most critical cycles:
Annual Enrollment Period, New Plan Year, STARS, CMS Audit, etc. the ITCC runs a Command Center (even on holidays) to ensure that the operational go-live of these cycles are well supported from an IT perspective. They have developed feedback loops with IT Inc Mgmt teams to ensure critical issues are raised, escalated and addressed to support business outcomes. Additionally, during these cycles, the team builds EOD reports that are cascaded up to and including segment presidents and CTO.

Use your skills to make an impact

Note:

The description primarily defines leadership and incident management across IT and business cycles; this section consolidates information into responsibilities.

• Lead IT Command Center operations during critical cycles to ensure successful go-lives for Medicare Annual Enrollment Period, New Plan Year, STARS, CMS Audit, and related activities.
• Maintain a prioritized RAID log for post go-live issues and coordinate resolution timelines with relevant IT teams and business stakeholders.
• Coordinate cross-functional collaboration between IT and business units and, when needed, with external vendors.
• Develop and provide end-of-day (EOD) reports for senior leadership, including segment presidents and the CTO.
• Escalate and address high-impact issues to support business outcomes and maintain service levels.

• A proven track record of partnering across IT and business segments, building deep relationships at varying organization levels.

• An understanding of industry standard technologies in order to drive outcomes without being a technical SME.

• Demonstrated ability to effectively advance projects in situations with limited or ambiguous direction, utilizing sound judgment, resourcefulness, and proactive problem-solving to achieve objectives.

• Strong ability to command attention and engage audiences effectively, facilitating productive discussions and maintaining a professional atmosphere in group settings and with varied levels of leaders. This includes partnering with external vendors.

• Ability to communicate effectively and deliver presentations to senior leaders and executives

• Advanced experience leading special projects and producing metrics, measurements and trend reports

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• Bachelor's degree, MBA, or other Advanced Degree

• 2+ years of project leadership experience

• 4+ years of experience within the Healthcare domain

• Possess a solid understanding of operations, technology, communications and processes

• ITIL certification

Work-At-Home Requirements

• WAH requirements:
  Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

• A minimum standard speed for optimal performance of 25x10 (25mbps download x 10mbps upload) is required.

• Satellite and Wireless Internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Travel:
While this is a remote…