Manager - Survey Configuration Operations

Brief Description About the Role •The Manager of Survey Configuration Operations is responsible for managing a team dedicated to back-office operations in support of the Survey offerings based off the Press Ganey HX platform. •This person will help hire members of the team, providing leadership to team members, offering operational guidance in close collaboration with their Product Configuration counterparts, monitor teams performance and act as an escalation point for operational support and process improvement. •The role requires proven people and process management skills, extensive experience in product configuration operations, data manipulation, and excellent cross-departmental collaboration ability. •This role will operate on US business hours (IST to 6pm to 4 am).   Duties and Responsibilities •Oversee client services Survey Configuration Operations team, including but not limited to developing and building a strong relationship with the team, workload assignment and accountability, leadership and individual team mentorship. •Oversee overall Survey Configuration Operations processes and act as a point of escalation when needed. •Coordinate and handle client data ingestion and survey configuration in close collaboration with our Product Configuration and Implementation Management teams. •Monitor team performance on quality and timeliness. •Discuss, develop and roll-out process improvement initiatives in collaboration with the other teams involved in Survey Configuration Operations EX domain. Preferred Skills Qualifications •5yrs people management experience. •5yrs web product configuration experience. •Cross-departmental coordination. •QC and QA processes ownership experience. •Microsoft Excel proficiency.  •Process Improvement experience.   Bonus – Skills of Interest •Business Process Mapping experience. •SQL. •Salesforce reporting proficiency. •Root cause analysis experience.