The Business Systems Manager’s mission is to create a truly frictionless technology experience for our team members. In this role, our Business Systems Manager will lead a team of Application Administrators and System Analysts focused on streamlining our Claims Operational Journey through the implementation, support, and optimization of Pie’s Claims technology ecosystem. 

This role will contribute to the development of high-performing teams through strategic road-mapping / goal-setting, disciplined attention to performance metrics, continuous process improvement, mentorship, and driving outcomes for your customers.

How You’ll Do It

• Design 

• Contribute to the user experience with Claims products, tools, and services resulting in high customer satisfaction
• Develop reports, dashboards, and processes to continuously monitor data quality and integrity and assist users with report design and management
• Design operational systems (eg. intake process, production support) that enable you to identify “friction” with respect to the systems you are accountable for and deploy continuous improvement strategies to maximize resource availability to support features that “grow the business”
• Partner with Claims operational leadership to develop and maintain the long-term process and corresponding technology roadmap
• Develop / support the development and maintenance of system design/process maps for operational workflows
• Keep abreast of new platform features and functionality and provide recommendations for process improvements
• Maintain existing Claims system integrations and lead the implementation of new integrations as needed
• Lead the vendor selection and procurement process in collaboration with Technology and Claims leadership; this includes creating the business justification / ROI analysis, developing the system design schema, resource allocation, applicable test plans, and coordinating dependencies across the various technology value streams.

• Collaborate

• Work closely across business, product, and technology teams to deliver outcomes in an iterative manner by defining scope, objectives, metrics, and plan for both business process improvements and specific projects using agile principles and best practices
• Support the Claims department by providing project management, consultation, analysis, testing, and implementation support for projects including upgrades, enhancements, and integration with broader company systems, processes, and controls
• Surface and resolve barriers and impediments impacting the team’s focus, autonomy, empowerment, engagement, and overall continuous improvement and maturity
• Effectively communicate relevant project information to business process owners and resolve issues in a timely fashion
• Serve as liaison with Enterprise Technology staff and external vendors to develop and/or implement applications and analyze, troubleshoot, and resolve programming or systems-related problems
• Be a role model in cultivating and enhancing strong partnerships across the organization and between teams

• Lead 

  • Lead the team providing both tier one user support for issues or problems relating to use of commercial Claims technology as well as new feature/capability development
  • Provide clear direction, coaching, and support to the team; enable career development while managing performance
  • Facilitate daily operations through agile practices such as stand-ups, planning, retrospectives, etc.
  • Guide the team in experimenting with technical practices to enhance performance and effectiveness
  • Design and maintain the centralized roadmap for new Claims features/capabilities that bring the most value to the organization, including the advancement of existing and future AI technology and intelligent automation capabilities
  • Manage vendor relationships including license analysis, and renewals

The Right Stuff

• 5-7 years of experience leading, coaching, and developing technical teams (preference for business systems orientation)
• 3+ years Business Systems related experience directly with Claims & Finance Technology ecosystems (Claims Management Systems (eg. Origami Risk), Omnichannel / Telephony, Salesforce Service and Finance Clouds, Looker, Content Management Platforms, Managed Care Systems and Integrations, AP technology)
• Prior experience working with Enterprise Data Warehouses and commercial tools to meet the reporting and analytics needs of your constituency
• Experience conducting market analyses as required to address business process gaps via technology
• A proven functional/technical professional with at least 1 full lifecycle Claims System implementation
• Experience with project management and planning within an Agile framework (Kanban, Scrum, SAFe, etc.) and tooling (Jira, Asana, etc.) as a product manager or scrum master; in addition, an understanding of Software Development Methodologies and Object-Oriented Design
• Ability to adapt and handle multiple competing priorities in an agile environment
• Ability to communicate effectively and cultivate strong relationships with working partners  
• Bachelor’s degree in computer science, information systems, or other technology field or equivalent number of years of experience
• A willingness to travel ~15% of the time

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