Responsibilities
- Design and regularly revise training programs covering all operational systems
- Organize and conduct recurring technical training sessions for department staff
- Create and maintain an updated guide for technical support procedures used by officers
- Offer expert assistance to resolve escalated technical issues reported by staff
- Build and manage a centralized repository of technical issues related to CSS systems
- Test new system versions and verify functionality prior to deployment
- Assess skill deficiencies and recommend targeted training interventions
- Serve as the main contact point between operations and technology teams for technical matters
- Gather, organize, and forward system modification requests to development teams
- Produce user manuals for service provider platforms and technical workflows
- Lead innovation projects aimed at improving operational effectiveness
- Deliver necessary technical support to field-based personnel
- Schedule and facilitate system performance review meetings across healthcare providers
- Compile and regularly report feedback on system adoption, enhancements, and issues at deployment sites
- Respond to customer inquiries in alignment with service level agreements and organizational values
- Support the creation and rollout of technical solutions
- Maintain accurate and current records of provider information as required for system operations
- Communicate technical updates and system developments clearly across the CSS team
- Oversee Net Promoter Score and Customer Satisfaction metrics
- Foster strong partnerships with external clients and internal stakeholders
- Ensure high standards in operational execution and reporting accuracy
- Apply continuous improvement principles in daily operations
- Manage technical support cases and resolve issues involving customers and partners
- Carry out additional support tasks as assigned by management
Other
- The Operations Lead significantly influences service delivery performance
- The individual must exemplify commitment, passion, and belief in the company's solutions, serving as a role model for both clients and colleagues
