Director, Payment Operations - ePay

| Greater Boulder Area | Hybrid
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Description

 

The Director of Payment Operations is responsible for the oversight and management of the solutions delivery and customer support functions for the GHX ePay solutions.  The Director of Payment Operations will ensure a standardized, predictable, efficient and high-satisfaction customer experience spanning the implementation of current and future customers as well as day to day customer support operations while ensuring operational excellence around the delivery of the GHX ePay solution.

Key Responsibilities

  • Manages the overall support and delivery operations for ePay services
  • Meets or exceeds stated customer satisfaction, support efficiency and time-to-revenue metric goals
  • Develops key metrics to measure and manage teams in support of customer satisfaction drivers
  • Identifies internal operational improvement opportunities in concert with the Customer Operations management team
  • Serves as escalation point for customer issues in operations
  • Ensures the successful application of resource optimization strategies and initiatives
  • Implements strategies to ensure staff and team development and performance assessment
  • Drives a continual focus on process improvements across all areas, focused on automation, cost and customer satisfaction to support business growth and customer retention
  • Develops methodologies to improve delivery activities, increase utilization, and improve client onboarding processes
  • Works with GHX Education team to help develop ePay training tools.
  • Develop, manage, and mentor a high-performing team

Key Duties

  • Provide direction to team in identifying process improvements and ensuring customer satisfaction in the delivery of the ePay product
  • Provide timely and consistent communication to internal and external stakeholders
  • Develop standardized processes and practices to support internal and external customers and/or stakeholders
  • Develop and key performance indicators (KPIs) and metrics to ensure streamlined implementation of the ePay product and excellent customer satisfaction in the day to day customer support
  • Provide budget oversight and revenue management
  • Hire, train, coach, and manage a high performing team of direct reports
  • Develop and maintain a continuous improvement culture and mindset
  • Other duties as assigned

Key Competencies

  • Excellent written and verbal communication skills
  • Self-motivated with solid work ethic
  • Ability to develop and maintain business relationships
  • Analytical, detail-oriented with demonstrated project management skills
  • Ability to work in a fast-paced, evolving environment while managing multiple priorities
  • Ability and willingness to travel up to 25%
  • Demonstrated financial acumen and fluency in finance and accounting principles
  • Proficient in Microsoft Office with intermediate to advanced skills in Excel

Required Education, Certifications, and Experience

  • Bachelor’s degree, or commensurate experience, required (degree preferred in Business, Finance, Management Information Systems, or Computer Science).
  • Minimum 5+ years experience in performing or supporting accounting and finance (FP&A) functions (directly or as a vendor/partner)
  • Minimum 5+ years IT installation, implementation, or support experience in a healthcare.
  • Minimum 5+ years direct people/staff/team supervision and management experience.

Preferred Qualifications

  • Advanced degree (e.g., MA, MBA)
  • Experience working directly or indirectly in healthcare finance or payments industry

Key Differentiators

  • Experience using Salesforce.com
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TheanoFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • JIRAManagement
    • SitecoreCMS
    • WordpressCMS
    • DocuSignCRM
    • SalesforceCRM
    • MarketoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

What are some social events your company does?

One of our goals at GHX is to weave Wellness, Philanthropy, Events, and Culture into the DNA of the employee experience. Some of our most notable social events are the Summer BBQ, Turkey Trot and Holiday Party. Our colleagues from around the country are also included in fun ways virtually, such as themed trivia happy hours and fitness challenges.

Rachel Stoops

HR Specialist

What projects are you most excited about?

Some of my favorite projects thus far have been revamping the onboarding process. I have the pleasure of welcoming new employees every Monday morning, which is very energizing. Throughout this I realized how much GHX cares about their employees and the new hire experience.

Cassie Asare

Onboarding Specialist

How has your career grown since starting at the company?

I started at GHX in 2001 as an admin assistant. Since then, I have worked as an HR Generalist, HRBP, Scrum Master, Project Manager, Program Manager, PMO Manager, Tech Business Operations Manager, before taking my current role as an M&A Program Manager. GHX has always been very supportive of me, providing so many opportunities to stretch myself.

Jennifer Hagaman

M&A Program Manager

What does your typical day look like?

I've loved my job at GHX since I started in 2003. I describe my job as coming to work and putting a puzzle together every day. Solving data problems for our customers, both internal and external, has been my honor, and it's always fun!

Charlie Brown

Manager, Business Intelligence

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Nationwide pet insurance benefit reimburses up to 70% of veterinary services and provides 24/7 access to veterinary services via the Vet Line.
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

GHX prioritizes our employees and their wellbeing through various offerings. GHX has a compensation philosophy that commits to equity and market competitive pay. Our workplace promotes flexibility to allow our employees to bring their whole self to work.

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