Position Summary:

We are seeking a highly skilled and experienced Production Operations Escalation Manager with a strong background in healthcare software, service management, configuration management, and ITIL processes to join our team as an individual contributor. This employee will be responsible for managing and resolving escalated customer issues, conducting root cause analyses, and developing processes to prevent future escalations. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively under pressure. 

Key Accountabilities: 

• Customer Issue Resolution: Manage and resolve escalated customer issues (Severity 1), ensuring timely and effective resolution.
• Collaboration: Collaborate with cross-functional teams, including development, operations, customer support, and external vendors, to identify and implement solutions.
• Customer Communication: Communicate with customers to provide updates and ensure their satisfaction and alignment.
• Feedback Monitoring: Monitor and analyze customer feedback to identify trends and areas for improvement.
• Root Cause Analysis: Conduct thorough root cause analyses for incidents, identifying and implementing corrective actions to prevent recurrence.
• Documentation: Maintain detailed incident records and documentation, ensuring all incidents are logged, tracked, and resolved in accordance with company policies and procedures.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development and implementation of best practices in incident management and prevention
• Training: Provide training and guidance to team members and stakeholders on incident management processes and best practices.

Knowledge, Skills and Abilities:

• Root Cause Analysis: Proven experience in conducting detailed root cause analyses to identify and address underlying issues.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to quickly assess situations and implement effective solutions.
• Communication: Outstanding verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders.
• Team Player: Ability to work collaboratively with cross-functional teams and build strong working relationships.
• Individual Contributor: Contribute to projects as single point of contact and resolve escalated issues as needed. 
• Attention to Detail: High level of attention to detail and accuracy in documentation and reporting.
• Customer Focus: Strong customer service orientation, with a commitment to providing high-quality support to clients and end-user. 

Required Education and Experience: 

• Education: Bachelor’s degree in Computer Science, Information Technology, Healthcare Management, or a related field. Relevant certifications (e.g., PMP) are a plus.
• Experience: Minimum of 5 years of experience in incident management, service management, and configuration management, with at least 3 years in the healthcare software industry.
• Technical Skills: Strong understanding of healthcare software systems, including EHR/EMR, practice management, and other healthcare applications. Proficiency in incident management and configuration management tools and software.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification is required. Proven experience in running ITIL processes is essential.

Location:Fully remote within the US

Salary:$160,000 to $175,000, plus bonus, equity, 401k match, flexible PTO and medical/dental/vision insurance

Core Competencies:

One Team:  
Act as one team with fellow MacroMates and customers.  
Value humility, low ego, and collaboration.  
Maintain an All for One, One for All attitude.  
  
Deliver on Promises:  
Do the right thing. 
Do what you say you will do.
Work with a sense of urgency and transparency.

Macro Thinking:   
Challenge yourself and others to think boldly, bigger, and into the future.
Lead with a Growth Mindset.
Act as a thought leader for the healthcare industry.

MacroHealth is an equal opportunity employer.