You are passionate about Omada’s mission to inspire and engage lifelong health one day at a time and our products that help members who are living with prediabetes, diabetes, hypertension or musculoskeletal issues.  You bring your whole-self to work everyday with a curious mindset ready to dive into complex sets of data, review member anecdotes, and regularly visit, shadow, and interact with our care team in order to find hidden problems that affect our members and that result in Member Ops. interactions. You develop well-documented and data-driven business cases based on your newly gained insights.  You always validate that “metrics match the anecdote.”  You surface these business cases to Care Delivery, Product, Engineering, and Business teams to influence their prioritization of solutions to fix issues. You measure the impact of implemented solutions to celebrate the improved member experience and the cost savings from your projects.  You are a Zendesk expert who can create ad hoc reports in Explore, deeply understand Zendesk Guide and underpinning functionality of Support and Talk.

Your impact:

  • Management of strategic roadmap:
    • Document and manage business priorities, project governance plans, project schedules, success criteria and project milestones
    • Develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track
    • Proactively identify and resolve issues that affect member experience and may impair the team’s ability to meet strategic, product, and technical goals
    • Actively build relationships across Omada teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, care teams and engineers to deliver on your roadmap
    • Anticipate bottlenecks, provide escalation management
    • Drives programs end-to-end including business goals, technical solutions, to improve member experience and execute continuous improvement and/or new workflow implementation strategy with minimal to no guidance
    • Deeply understands broad business needs and prepares succinct recommendations for tradeoffs to balance business needs versus constraints

 

  • Communication and change management initiatives:
    • Communicate, verbally and in writing, clear and concise requirements and expectations with business and technology teams
    • Capacity to present well-reasoned and data-driven proposals in both verbal and written formIdentify and communicate risks and mitigation plans in collaboration with stakeholders; develop and maintain goals, milestones and completion datesInfluence others to drive ongoing program improvements based on user feedback and performance measurements
    • Utilize strong written and oral communication skillsHave the ability to handle confidential and sensitive information with extreme discretion
    • Develops documents for business cases and presentation slide decks independently
    • Demonstrated ability to influence change both internally and externally independently
    • Sets the standard for authoring white papers and reports that translate technical/data solutions into recommendations for business audiences

 

  • Data analysis:
    • Analyze data to perform needs and task analysis, scope projects and evaluate existing processes to propose solutions, define areas of focus/opportunity supported by data
    • Identifies process and system improvement opportunities by baselining/monitoring existing metrics, analyzing data and partnering with internal teams to positively impact results in areas such as candidate throughput and driver quality
    • Develops business insights with custom metrics/attributes without guidance
    • Builds business cases for new business metrics and implements them independently
    • Creates feedback loops to and drives continuous improvement independently

 

  • Zendesk proficiencies:
    • Zendesk Explore expertise.  Proficient at creating custom metrics, attributes, functions,  customizing reports, and dashboards
    • Zendesk Guide expertise.  Have implemented a self-service support strategy.

Bonus points for:

  • Demonstrated experience administering Zendesk (working proficiency creating triggers and automations)
  • Experience creating Tableau reports and dashboards

Basic Qualifications:

  • Bachelor’s degree in a related field
  • 10+ years of program management experience in a technical support service role applying Lean methodology
  • Experience using data and metrics to drive improvements
  • TQM, Lean or Kaizen certification

Preferred Qualifications:

  • MBA or Masters degree in a related field preferred
  • PMP or CSM certification

Benefits:

  • Competitive salary with generous annual cash bonus
  • Stock options
  • Remote first work from home culture
  • Flexible Time Off to help you rest, recharge, and connect with loved ones
  • Generous parental leave
  • Health, dental, and vision insurance (and above market employer contributions)
  • 401k retirement savings plan
  • Two giftable Omada enrollments per calendar year
  • Lifestyle Spending Account (LSA)
  • Mental Health Support Solutions
  • …and more!

 

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

 

  • Cultivate Trust. We actively cultivate trust through attentive listening and supporting one another. We respectfully provide and are open to receiving candid feedback.
  • Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
  • Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
  • Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
  • Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together.
  • Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.
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