Manager for Market Development and Planning delivering market share and profit growth for Marmot and Coleman. Collaborating with sales and cross - functional partners in a leading consumer products company.
About the role
- Senior Manager responsible for client incident management at Zelis, improving incident resolution and team leadership in healthcare financial services. Focus on evolving frameworks to reduce incident frequency and severity.
Responsibilities
- Own the design and continuous improvement of the Client Incident management process
- Establish governance standards for client incident handling, escalation, and resolution
- Provide visibility into client incident trends, risks, and systemic issues to senior leadership
- Analyze client incident data to identify recurring issues and underlying patterns
- Integrate problem management practices to implement permanent fixes
- Identify opportunities to streamline workflows and eliminate manual effort through automation and AI-assisted tools
- Lead and mentor a small team focused on client incident and problem management
- Coordinate and influence a large cross-functional team (IT, product, client services, operations)
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related field
- 8–12+ years of experience in client incident management, problem management, or process improvement roles
- 3–5+ years of people leadership experience
- Strong analytical and problem-solving skills with experience in trend analysis and root cause identification
- Familiarity with ITIL or similar frameworks for incident and problem management
- Proven ability to design scalable processes and leverage automation tools
- Excellent communication and stakeholder management skills
- Experience with process improvement methodologies (Lean, Six Sigma) highly preferred
Benefits
- 401k plan with employer match
- Flexible paid time off
- Holidays
- Parental leaves
- Life and disability insurance
- Health benefits including medical, dental, vision, and prescription drug coverage
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