Community Connect Account Manager

Digital Services Manager

As a Digital Services Manager at Intermountain Health, you'll be responsible for the research, planning, execution, successful delivery, and ongoing product ownership of projects and digital channel activities within your designated Digital Services program area(s). This role requires a deep understanding of IT processes, project management, product management and stakeholder engagement. The Digital Services Manager will work closely with cross-functional teams to enable digital transformation and innovation through digital solutions that align with Intermountain Health's strategic goals. The ideal candidate will possess strong planning skills, project management expertise, product management knowledge, and the ability to align cross-functional teams to shared goals.

Essential Functions

• Manage ongoing success and program maturity. Function as project lead within key program initiatives.
• Oversee the lifecycle of related digital products including identifying use cases, testing/quality assurance and deployment planning. Ensure commercial off the shelf (COTS) solutions remain close to out of box, protect scalability and minimize technical debt.
• Build relationships with your stakeholders, become an expert in their goals and needs to inform and maintain program focus.
• Facilitate change management efforts to ensure successful adoption of new technologies and processes. Execute communication and training plans to manage expectations and drive organizational change.
• Engage with stakeholders to ensure service quality. Prepare and deliver effective presentations, documentation, and communications.
• Lead cross-functional teams to map simple, lean, end-to-end workflows, automating where possible.
• Adhere with program governance, identify, document, and implement related policies and procedures to drive outcomes. Initiate corrective and preventative actions as necessary to resolve operational or service level exceptions.
• Track and report on program and related project performance using established metrics and tools.
• Lead program evaluations to improve efficiency and effectiveness leveraging methods such as ethnography, design thinking, journey maps and analysis of internal and external data.

Skills

• Innovative, applies creative thinking to technological challenges. Demonstrates a strong desire to continuously learn and grow professionally.
• Epic experience.
• Deep knowledge of digital channels and consumer engagement in the digital space.
• Product management expertise, including seeking continuous feedback and planning improvements and enhancements to the digital channel and/or process.
• Demonstrated interpersonal and conflict resolution skills.
• Comfortable with ambiguity, navigating logistical obstacles, and demanding work environments.
• Demonstrated ability to develop project plans, assign project work, set priorities, and review completion of tasks and quality of deliverables.
• Able to work through iterative analyses and agile methodologies.
• Experience completing Stakeholder Analysis, skilled in identifying and engaging with all key parties who have a stake in the success or may be needed to deliver the outcome.
• Recognizes the importance of engaging subject matter experts in design and planning.
• Demonstrated experience with user adoption and training.
• Excellent leadership, communication (both written & oral), and interpersonal skills.
• Strong attention to detail and organization.
• Ability to coordinate and execute tasks in a high-pressure environment with close deadlines and ever-shifting priorities.
• Experience leading design workshops, mapping processes, and establishing KPIs.
• Proven experience working collaboratively in a team-oriented environment.
• Solid knowledge of IT concepts and ability to keep pace with the latest technologies and trends.

Qualifications

Required:

• Demonstrated experience in supporting software products, leading process improvement initiatives using data and metrics experience and project management. - Or
• Demonstrated experience in Information Technology, Marketing, or related field supporting digital solutions including supporting software products, leading process improvement initiatives using data and metrics experience and project management.

Preferred:

• Bachelor's degree. Degree must be obtained through an accredited institution. Education is verified.
• Three years of related experience.
• Industry recognized certifications such as:
• PMP or similar certification and experience preferred, e.g. Scrum Master.
• Salesforce Service Cloud Consultant, Experience Cloud Consultant, Einstein Discovery Consultant
• ServiceNow CSA or relevant ServiceNow program related certification(s)
• Experience with any of the following: design thinking, person-centered-design, journey mapping, Six Sigma.

Physical Requirements

• Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location: Peaks Regional Office

Work City: Broomfield

Work State: Colorado

Scheduled Weekly Hours: 40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$38.55 - $59.49