Manager, Digital and Market Intelligence

MedImpact•San Diego, CA

12d

About The Position

This position is accountable for strategic and operational oversight of key MedImpact enterprise business solutions and market intelligence. Key focus areas will be on consumer/ member application performance and utilization, ensuring intended business values are well understood and realized. As the subject matter expert, this position requires technical knowledge of the applications design and implementation to support business and system process changes to drive peak performance and customer satisfaction. Relies on experience, judgment, business applications & systems knowledge, and technical skill to plan and accomplish goals.

Requirements

BS/BA degree or equivalent plus 5+ years of experience; 1 year of SME in respective area(s); and 3+ years of supervisory experience; 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement.
Strong proficiency with MS Office / Word, PowerPoint, Excel, Visio and Outlook to create complex documents, manage schedules, and analyze data. Working knowledge of key business application such as SQL coding, Oracle forms, Golden 32, MedAccess, MedOptimize, SalesForce, and UNIX operating systems.
Ability to effectively recognize complex problems and apply analytic and critical thinking skills to innovate solutions.
Ability to exercise sound judgment and decision-making.
Ability to collaborate on cross-functional projects and liaise with stakeholders on both the business and IT divisions of the organization.
Demonstrated ability to positively interact with clients, and staff of all levels, a willingness to take accountability for achieving service commitments and a demonstrated ability to achieve results.
Demonstrates ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
Ability to apply common sense understanding to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.
Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Responsibilities

Primary responsibility for gaining market, customer and user needs with respect to digital tools and MedImpact product assets.
Acts as the Voice of Customer and the “face of digital marketing” to the market.
Works with cross-functional teams including Senior Leadership to develop, execute and manage strategic plans, web solution roadmaps and customer experience strategy.
Responsible for developing digital strategy based on Voice of Customer (VoC), competitive analysis and web analytics to ensure MedImpact has a viable web solution portfolio.
Develops and maintains digital solution roadmaps for all web assets including web sites, mobile applications, portals and tools.
Leads development and execution of omni-channel communications strategy and works cross-functionally to develop and align the company’s digital communication capabilities.
Leads, develops and implements digital marketing plans to support demand generation, sales enablement, consumer engagement,
Responsible for developing consumer journey maps, customer experience strategy and implementation of business process changes required to execute that strategy.
Responsible for implementing analytics and measurement capabilities and for reporting key web metrics.
Stays current with PBM and healthcare industry trends to integrate into the above referenced deliverables.
Gathers and documents business requirements and may drive the prioritization of application changes; Serves as liaison with the Information Technology group to resolve issues, and guide development; Participates in cross-functional teams to provide input into application modifications and development of new product features based upon customer/user input, and technology directions; Monitors the overall development schedule and partners with the IT Project Manager to ensure on time delivery of software releases; Provides product and system demonstrations to prospective and existing clients and acts as an SME in answering questions and highlighting key system capabilities; Collaborates with business partners to agree on functional specifications and operational readiness criteria; Achieves service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables. Operates to high standards and develop new ideas for improving organizational performance; Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact and our customers.
Actively participates as a key member of cross functional workgroups, teams, and committees as assigned; Promotes and engages in continuous improvement by developing and documenting business processes and measuring results. Identifies and leads the improvement opportunities in assigned work groups and business processes. Seeks out and actively participates in business initiatives that contribute to service excellence; Utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve business objectives. Provides recommendations for the acquisition/development or enhancement of equipment and systems necessary to support the business in an efficient and quality manner.
Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.