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Change Healthcare Sr. Manager, eCommerce Enablement Ops in Boston, Massachusetts

Title

Senior Manager, eCommerce Enablement Operations

Overview of Position

The newly created Senior Manager, eCommerce Enablement & Operations position is responsible for leading and delivering on enterprise-wide digital initiatives and driving internal enablement and adoption of eCommerce within the Change Healthcare Sales organization. This role ensures that sales resources are effectively and efficiently utilizing eCommerce to maximize their delivery on quotas and sales commitments as evidenced by sales volume via digital and online channels. The Senior Manager is accountable for the successful onboarding of internal customers onto the eCommerce platform and ensuring that educational and operational eCommerce support is provided proactively and in timely and scalable manner. This role will lead continuous improvement of the eCommerce service and support workflows and will make recommendations to increase productivity and profitability. This position is also responsible for communicating the progress of eCommerce enablement and adoption and reporting on its impact to the business.

What will be my duties and responsibilities in this job?

  • Lead support of Sales and Account Management in utilizing eCommerce as a new channel to grow company revenues. Setup effective and scalable operational processes and services to handle growing volumes of user queries and requests.

  • Establish practices, policies, tools, and partnerships to build, grow, and mature eCommerce operational capabilities for the organization. Partner and collaborate with other cross-department leaders to improve sales’ operational experience with Change Healthcare Online Marketplace.

  • Manage eCommerce enablement and onboarding programs to get more sales and account management associates to adopt and use digital sales channels. Drive creation of educational and promotional content to build greater awareness of value, benefits, and success of digital sales tools available to the salesforce.

  • Engage with and influence senior and executive leadership on recommended go-forward initiatives to meet ecommerce or operational objectives and targets. Manage initiatives and projects to setup or extend operational capabilities in supporting and optimizing the online sales experience.

  • Build and manage a team of SMEs to troubleshoot and address complex internal and external customer issues & questions dealing with Online sales. Guide teams in root cause analysis to ensure proper diagnosis and full resolution.

  • Communicate enterprise program status and activities to key stakeholders across the enterprise. Develop and manage reporting for eCommerce sales channel.

What are the requirements needed for this position?

  • 7+ years of combined relevant experience

  • 3+ years’ experience building and managing operational or support teams.

  • 5+ years’ experience managing projects or cross-functional teams preferably in an Agile environment.

  • Demonstrated thought leadership at a high-tech or eCommerce company.

  • Prior experience working with or supporting digital services or ecommerce platforms.

  • Leadership/management experience guiding and developing others through periods of change preferred

  • Bachelor’s degree or related and equivalent experience

What other skills/experience would be helpful to have?

  • Excellent verbal and written communication skills.

  • Strong analytical and problem-solving skills.

  • Proven organizational skills and strong attention to detail.

  • Strong data analytics and reporting skills including analysis and remediation

  • Conflict management and customer service skills with the ability to build relationships across the organization and collaborate as necessary to accomplish goals.

  • Excellent team management skills and the ability to develop, manage, and lead large teams to meet and exceed goals. Ability to recruit and retain top talent, build consensus, and rally members to achieve results.

  • Experience building or leading educational, training, or onboarding programs.

  • Exceptional project management skills including scope, resource, and change management experience. Ability to lead multiple complex projects simultaneously.

  • Strong tendency and experience to drive process improvement.

  • Ability to educate and train others on exciting and innovative systems.

  • Strong interpersonal, communication, leadership, and organizational skills.

  • Ability to influence others to achieve collaborative outcomes.

What are the working conditions and physical requirements of this job?

General office demands

How much should I expect to travel?

Occasional travel up to 25% between office locations may be required

Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

#li-remote

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

COVID Mandate

As a federal contractor, Change Healthcare is adhering to the Executive Order which mandates vaccination. As such, we are requiring all U.S. new hires and employees to show proof of being fully vaccinated for COVID-19 or receive an approved accommodation by their date of hire, as a condition of employment.

As we continue to navigate the ever-changing COVID-19 pandemic, we remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. Proof of vaccination or accommodations requests will be collected once an offer is accepted with Change Healthcare. All accommodation requests will be carefully considered but are not guaranteed to be approved.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

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