Manager, Operations Command Center

Essential Job Duties

• Lead, coach, and develop a team of Operations Analysts and Reliability Engineers responsible for monitoring, problem coordination, and task execution.
• Own OCC KPIs, SLAs, and reporting, including issue detection performance, problem resolution rates, and task completion metrics.
• Oversee problem management processes, ensuring root cause analyses are completed and preventive actions are implemented and tracked.
• Standardize and document recurring tasks and procedures to support operational efficiency, consistency, and risk reduction.
• Partner with Engineering, NOC, Product, and Implementation teams to ensure alignment on triage, task ownership, and problem resolution.
• Continuously improve tools, dashboards, and knowledge assets to support real-time oversight, effective decision-making, and team performance.
• Identify and prioritize opportunities for automation and process improvement to enhance team efficiency and operational scalability.
• Promote cross-training, documentation, and shared accountability to eliminate silos and reduce single points of failure.
• Support incident prevention efforts by analyzing trends, improving monitoring capabilities, and coordinating proactive interventions.
• Identify, evaluate, and scale AI-driven tools and technologies in partnership with stakeholders to enhance operational efficiency and issue detection.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• 6+ years of experience in operations, support, or service delivery roles, with 2+ years in direct people management
• Bachelor’s degree in business, Healthcare, Management Information Systems, or a related field
• Proven ability to build, lead, and scale high-performing teams, including hiring, coaching, and career development
• Demonstrated experience driving cross-functional initiatives and standardizing operational workflows
• Deep understanding of incident and problem management frameworks (e.g., ITIL)
• Familiarity with file transfer protocols (e.g., sFTP), APIs, and healthcare data formats such as X12 and HL7
• Experience with ticketing and content management systems (e.g., JIRA, Salesforce, Confluence, SharePoint)
• Experience in healthcare, SaaS, or systems configuration environments (preferred)
• Experience with monitoring and observability tools (e.g., Splunk, New Relic, Datadog, Prometheus)
• Familiarity with AI applications in process automation, anomaly detection, or predictive analytics (strongly preferred)
• Strong analytical mindset with a focus on process improvement, operational scalability, and resilience
• Effective communicator and strategic thinker with a bias for action and execution
• Comfortable navigating ambiguity and aligning teams around evolving priorities