Associate Director, Client Services - Cardiac Arrest Registry to Enhance Survival (CARES)

Emory•Atlanta, GA

5d•Remote

About The Position

Discover Your Career at Emory University Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community. Description JOB DESCRIPTION: Leads the client services team in establishing, supporting, and advancing the technologies that align with the needs of faculty and staff. Manages the evaluation and implementation of client services practices and policies; standards and configurations; and software, hardware, and peripherals. Manages school-wide deployments of technologies, updates, and patches at the desktop level. Serves as an advocate for the faculty, staff, and students, working closely with individuals to document and understand their requirements and translate them into effective and reliable technology solutions. Supervises the client services team. Mentors the team and provides advice on career paths and training to augment individual's skills. Works to establish an efficient, client-focused team of highly skilled individuals. Serves as the point of escalation for client services needs. Manages the budget of the client services team. Tracks day-to-day expenses and projects upcoming fiscal year costs. Facilitates the communication strategy and develops communication materials for a division or school. Works to disseminate information and establish collaborative communities of practices. Utilizes desktop hardware and peripherals, Windows and Macintosh operating systems, and client applications. Performs related responsibilities as required.

Requirements

Bachelor's degree and eight years of experience working to support clients either as a client service representative, business analyst, information technology consultant, or a similar client-focused role.
Proficiency with Microsoft Windows or Macintosh OS and Microsoft Office.
Familiarity with technology fundamentals including architecture, hardware and peripherals, technology standards, and information security.

Nice To Haves

Passion for and commitment to the mission of the Cardiac Arrest Registry to Enhance Survival (CARES), focused on improving cardiac arrest outcomes through data accuracy and system collaboration.
Experience managing or supporting electronic Patient Care Record (ePCR) data integration processes with electronic Patient Care Record (ePCR) vendors, state or local EMS agencies or similar large-scale health data systems.
Proficiency with XML data (NEMSIS-compliant v3.4.0 or higher a plus), including validation, transformation, and schema troubleshooting.
Demonstrated success collaborating with EMS software vendors, data managers, or public health partners to ensure secure, timely, and accurate data exchange.
Familiarity with web services (SOAP/REST), XML schematron validation, and related data interoperability standards such as HL7 or FHIR.
Experience overseeing data quality assurance, reporting, and issue resolution workflows to ensure the integrity and completeness of cardiac arrest data.
Ability to lead and mentor teams working in Agile or continuous improvement environments, driving technical efficiency and stakeholder satisfaction.
Excellent communication and interpersonal skills with the ability to translate technical concepts for diverse audiences, including clinicians, IT professionals, and public health officials.
Knowledge of public health informatics, emergency medical services (EMS) systems, or health information exchange processes.
Certification or coursework in NEMSIS, data interoperability, or health information management is preferred.
Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or a related field, plus 3+ years of experience in IT, data integration, or XML-based systems OR 5+ years of professional experience working with data integration or EMS information systems.
Experience leading end-to-end ePCR implementation processes including setup, testing, validation, go-live, and ongoing support for hosted platforms

Responsibilities

Leads the client services team in establishing, supporting, and advancing the technologies that align with the needs of faculty and staff.
Manages the evaluation and implementation of client services practices and policies; standards and configurations; and software, hardware, and peripherals.
Manages school-wide deployments of technologies, updates, and patches at the desktop level.
Serves as an advocate for the faculty, staff, and students, working closely with individuals to document and understand their requirements and translate them into effective and reliable technology solutions.
Supervises the client services team.
Mentors the team and provides advice on career paths and training to augment individual's skills.
Works to establish an efficient, client-focused team of highly skilled individuals.
Serves as the point of escalation for client services needs.
Manages the budget of the client services team.
Tracks day-to-day expenses and projects upcoming fiscal year costs.
Facilitates the communication strategy and develops communication materials for a division or school.
Works to disseminate information and establish collaborative communities of practices.
Utilizes desktop hardware and peripherals, Windows and Macintosh operating systems, and client applications.
Performs related responsibilities as required.