Senior Director, Customer Delivery

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:

The Senior Director, Customer Delivery focuses on client data architecture/data strategy to include interacting with customers and ensuring alignment with Inovalon data aggregation, reporting, and data development builds. This role is responsible for defining the short term and long-term strategy for a team of senior quality assurance engineers and managers supporting customer configuration, delivery, and testing Inovalon applications. This position will collaborate with internal and external stakeholders to identify gaps in service delivery and customer operations, implementation, and training.

Duties and Responsibilities:

• Oversees assigned team of quality assurance managers and performance engineers and testers; provide high level support to testers to help them resolve critical issues and mitigate risks in customer implementations.

• Collaborates with IT, engineering, and business partners to define data strategy for enterprise reporting including data on-boarding, data organization, data governance, data management, and semantic layer design to ensure that both the long term (strategic) and short terms (tactical) goals are successfully achieved.

• Drives long-term planning, decision making, tracking, and high-level reporting including clear communications on priorities, high-level estimates, and resources requirements.

• Develops and fosters a culture of innovation in the end-to-end process, challenges existing processes, technologies, and systems to continuously seek ways to improve data and reporting processes in order to achieve business/customer reporting objectives and drive greater efficiencies.

• Institutes a data governance framework including a data dictionary, common definitions, and data thresholds. Establishes feedback mechanism to resolve data related issue.

• Coordinates with internal stakeholders to identify future needs and requirements. Designs conceptual and logical data models and flowcharts; provides definition, development, and deployment of the product quality assurance and testing strategy.

• Ensures delivery against quality assurance goals and objectives by designing against best-in-class tools and methodologies to ensure that software tests identify defects and comply with quality standards.

• Responsible and accountable for ensuring success of KPI’s for interdepartmental deliverables and the quality of output; presents quality plans and strategies to team and leadership.

• Anticipates product release problems and take corrective action to resolve and achieve commitments.

• Leads and responds to software quality assurance issues reported by customers (INCs).

• Supports communications to customers on incidents identified in the application.

• Drives continuous adoption of test automation, staying abreast of current industry trends; implements improvements to process and recommend alternative testing.

• Establishes and maintains policy for documentation for products.

• Maintain compliance with Inovalon’s policies, procedures, and mission statement;

• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and

• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• 15+ years’ experience as a Data Architect, Data Scientist, Data Analyst or similar role with at least 8 years of management experience

• Experience in managing healthcare/pharmacy business units is preferred.

• Experience in Test Methodologies and strategizes for large scale projects; experience with data migration/conversion projects preferred.

• Knowledge of larger reporting and analytics themes across the organization in order to drive standardized data foundation and views across internal and external reporting.

• In-depth understanding of database structure principles. Experience gathering and analyzing system requirements.

• Knowledge of data mining and segmentation techniques.

• Expertise in SQL and cloud environments. Proficiency in MS Excel. Familiarity with data visualization tools (e.g. Tableau, D3.js and R).

• Proven analytical skills and problem-solving skills.

• Experience leading testing efforts including Integration, User Acceptance, and Performance Testing.

• Experience estimating testing efforts, managing testing team(s), defining testing strategy, and ensuring requirements traceability throughout the system development lifecycle.

• Experience overseeing the development of test plans, test scenarios, test cases, execution of test case, and documentation of test results.

• Knowledgeable of quality control best practices, automated testing software, and defect tracking software (i.e. Azure Dev Ops). Experience with defect management tools including VSTS, JIRA, or HP ALM.

• Must possess strong verbal and written communication skills.

Education:

• Bachelor's degree in Computer Science or related field required, or relevant experience.

• Master’s degree in Computer Science or related field preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time).

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force.

• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions.

• Subject to inside environmental conditions.

• Travel for this position will include less than 5% locally usually for training purposes.

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range
$170,900—$227,900 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

To review the legal requirements, including all labor law posters, please visit this link

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