Senior Manager, eXPress Operations
Location: Greensboro, North Carolina
Posted: December 15, 2017
Reference ID: iCIMS13574-68771
Sodexo is seeking a Sr. Manager, ExPress Ops with experience in large hospital systems leading a cross-functional, decentralized team. The ideal candidate will oversee a multifaceted, fast paced Service Response Center that manages jobs for Biomed, IT Helpdesk, Environmental Services, Nutritional Services, and system-wide communication across 6 hospitals that make-up Cone Health. In addition to the team in the Service Responce Center this position manages the PBX Operator staff at each hospital location. The Sr Mgr will lead, train and develop a team of approximately 55 employees. This role will have ongoing direct client interaction. Leadership and relationship building is essential for the success of this role.The ideal candidate for this position will have a solid knowledge of Sodexo systems and processes including UOS, Gold Check, Teletracking, Service Now, Minute Man, AMION, TMETRICS and TDSS. High energy for a fast paced environment, client engagement and patient satisfaction is essential for the success of this role.
Sodexoprovides a number of non-clinical services and supports the Cone Health in their journey to be a World Class provider of health care to the greater Greensboro area. This position supports that mission by providing a one-stop centralized call center, as well as a number of non-traditional client based functions.
The ideal candidate for this position will have demonstrated experience in all phases of leading teams in the delivery of services to end users and those that serve the end users in a call-center environment. A balanced management style is preferred, providing focus on both satisfaction outcomes as well as financial management. Interested candidates must be outcome focused and be able to implement systems and processes that lead to the desired quality and cost outcomes expected.
The successful candidate will have prior Healthcare management experience and demonstrated ability to lead a team in the delivery of exceptional services in a high volume setting, a strong working knowledge of technical requirements as well as excellent leadership, communication and customer service skills. Candidate must demonstrate exceptional customer service skills and be able to work as a team member in the delivery of those services that make a difference in the lives of our patients, employees and customers.
The ideal candidate for this position will possess the following skills:
+ Exhibit Sodexo’s “CARES” behaviors (Compassion, Accountability, Respect, Enthusiasm and Service).
+ Have a proven track record of improving Patient, Employee and Customer Satisfaction. Experience with employee engagement programs (Sodexo ENGAGE) that drive these results.
+ Experience monitoring operations by planning projects, implementing processes and introducing new technologies to improve performance.
+ Providing strategic leadership to the unit to maintain client satisfaction and retention.
+ Developing business plans and budgets that support client and Sodexo goals.
+ Financial acumen -- maintaining financial controls, analyzing financial statements/data and adjusting to attain financial goals for the client and Sodexo.
+ Ability to develop and maintain professional, positive working relationships with multiple clients, customers, employees and vendors.
+ Ability to juggle multiple priorities; multi-tasking, long and short range planning.
+ Exhibit strong business writing skill in order to convey complete thoughts and complex information.
+ Exhibit drive and dependability.
+ Deliver superior results by directing and motivating a team of employees to complete assigned responsibilities while delivering exceptional customer service.
Serves as implementation expert for eXPress Services Solutions to include: Service Response Centers, Patient Transport, Patient Equipment Management and other Patient Through Put / Capacity Management services aligned with eXPress Services. Plays a key role in supporting start-ups, operations training, standards implementation and audits for gold checks, score cards and satisfaction indices. Performs workload analysis for staffing purposes, retention efforts and develops / deploys new best practices. Provides input to the eXPress Team regarding opportunities for product / service or brand enhancements while pilot testing products. Assists with modification of products / services to meet operational needs. Also assists with Unit Operating System development and initial installation of new products, services and programs.
**Qualifications & Requirements**
Basic Education Requirement - Bachelor’s Degree
Basic Management Experience - 5 years
Basic Functional Experience - 3 years of experience in related field
Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.
**System ID** _68771_
**Category** _General Management_
**Relocation Type** _No_
**Employment Status** _Full-Time_