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Director, Business Operations

Company: NEA’s Member Benefits Corp
Location: Newton
Posted on: September 12, 2020

Job Description:

naviHealth™ is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Posted Date 3 days ago (8/26/2020 1:57 PM)

Job ID 2020-4111

Job Locations US-MA-Newton

Category Operations

Type Full Time - Benefits Eligible 30+

# of Openings 1

Overview Job Summary

The Director, CTP Business Operations is responsible for leading the operations of the entire SaaS business and provides direct support to the GM Software Solutions. This position drives efficiency across the organization, is responsible for all cross-functional standard operating practices, drives process improvement, and supports the improvement of gross profit margins across the business. The Director, Business Operations strategically develops system integration and process roadmaps and direct cross-functional groups to solutioning. This individual’s team owns supporting all KPI reporting, internal business performance and process automation, and is essentially the glue that keeps the business together by optimizing the operations, cross-functional process development and maintenance, standard operating practice implementation, and internal systems coordination across all of Care Transitions Platform (CTP). This team member will have a deep understanding of cross-functional processes related to the business.

Ultimately, the Director, CTP Business Operations is an extremely driven, proactive and process-oriented individual with experience solving complex problems using large data sets, ability to see the business as a whole and the willingness to roll their sleeves up and do the hard work.


Lead the CTP Operations team with responsibility for SOPs, process management, system optimization and internal operations efficiency, data management and ARR/NRR growth .

Standard Operating Process Ownership Build and implement new standard operating practices across each team and the business as a whole

Drive change-management internally as we transition to a process-oriented business

Create and maintain a review process

Collaborate with all CTP leadership

Identify + remove internal/system dependencies

Process Improvement Identify breaks in current processes and drive cross-functional solutioning

Remove process/automation barriers to revenue growth

Work to remove inefficiencies in system processes across Sales, contracting, Customer Success, Customer Support, Clinical, Product, Engineering, Marketing, etc.

Drive any new process builds supporting any areas for internal improvement/expedited growth

Coordinate efforts across multiple teams, and be willing to either delegate tasks out or dive in, gather critical information from stakeholders, use said information to formulate a more efficient way to do things, save time & money for the business to reallocate elsewhere

Go-Between for any internal systems requirements and product leadership to determine prioritization

Responsible for stabilization and integration of disparate internal systems by identifying and removing all current barriers to success

Own strategic operations roadmap and identify new opportunities for automation

Decision-maker for internal business systems purchases

Systems Performance Ownership Salesforce Support Salesforce owner in identifying workflow improvement opportunities

Drive proposal generation for new processes

Prioritization of system/process updates

Think big-picture, enterprise-wide, with a focus on making salesforce the centralized source of truth

Drive requirements for report/dashboard visualization + needs across the organization

Internal Databases SME in the ins and outs of internal databases, data contents, capabilities, storage, current gaps and future roadmap

Build automation of dataflow across all internal systems

Solve complex data use-case issues, working with product and engineering

Identify new revenue sources by leveraging existing assets

Gainsight Support Gainsight owner in optimizing capabilities of products to identify customer account health

Identify downstream triggers based on account health calls to action

Prevent client attrition, increase NRR

Intacct/Apttus Understand implications and business requirements for contracting and billing

Provide strategic support to Intacct business owner around best use and potential to improve

Support cross-functional needs of Intacct business owner

Middleware tool Business owner for middleware tool purchase for internal data integrations

Go-between with product and engineering

Provide requirements

Ownership over purchasing new internal operations tools

Reporting Internal data & reporting SME

Responsible for all KPI reporting

Responsible for executive reporting

Support VP/GM in any/all report-outs

Build roadmap for deck/KPI automation

Go-Between for all internal teams Function as the central operating hub for cross-functional initiatives across any/all teams in the business and the subject matter expert (SME) on our sales process, data capabilities, product functionality, and other business operations

Optimize internal efficiencies, capabilities and output, and eliminate unnecessary spend

Will be point-person and provide strategic direction for all cross-functional internal initiatives

SME for operations of business as a whole and each team

Perform other duties and responsibilities as required, assigned, or requested.


Bachelor’s degree required, preferably in a business-related discipline

8 - 10 years of experience in Business Operations

Experience in SaaS and Operations required

Must have a proven track record of success

Must have experience managing processes, systems, cross-functional leaders and is a critical thinker who enjoys solving complex business problems and is eager to dive into the stabilization of the SaaS business, heavily leading internal-stabilization initiatives.

Ability to manage both processes and people, needs to be collaborative across all teams and levels, and needs to be confident managing up and down

Proficiency in excel, tableau and salesforce required (Gainsight, Intacct, Middleware and/or Apttus – extra advantage)

All candidates must have the capacity to spearhead the optimization of processes, analytics, and proactive strategy, and the drive to solve very complex business + data problems

Must have people management skills and the desire to grow a team

Must be highly organized and possess strong planning skills. Will be managing many projects from many internal customers

Must be a team player and able to work collaboratively with internal team members

Must be self-motivated with a constant focus on the optimization of systems and processes

Must have the capacity to analyze/manage/understand big data

Must be very process and detail-oriented

Must be patient and eager to learn – will be dealing with many teams and many personalities

Must be able to keep track of multiple moving parts and overlapping initiatives

Must be willing to get into the weeds on certain initiatives and manage others more hands-off

Must have a desire to help this company grow exponentially and jump in wherever necessary

About naviHealth

naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit .

Our Purpose

Improving the healthcare experience for seniors to live a more fulfilling life

Our Values

Rooted in respect

Guided by purpose

Devoted to service

Energized by impact

The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.

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Keywords: NEA’s Member Benefits Corp, Newton , Director, Business Operations, Other , Newton, Massachusetts

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