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Hearst Magazines · 5 months ago

Senior Director, Technical Consulting

3031 North Rocky Point Drive West, Tampa, FL, 33607, US

Full-time

Hybrid

Director/Executive

10+ years exp

Hearst Magazines is seeking a Senior Director of Technical Consulting to create and scale an internal technical consulting practice for the MHK CareProminence platform. This role involves maximizing client portfolio health through various technical services and ensuring effective operational and employee management.

Media and EntertainmentPublishing

Responsibilities

Lead clients in their efforts to maximize their usage of the CareProminence platform to achieve their technical strategic initiatives

Build and grow client trust organically as a product advisor by proving an ongoing value through accountability, proactive communication and transparency, while providing tailored solutions aligned to each client’s goals and use cases

Ensure that each client has the necessary technical professional services coverage

Maintain visibility into client priorities and ensure they are addressed in a timely manner

Manage client expectations to ensure that delivery quality is optimized

Assess engagement risks and drive mitigation strategies to reduce impact to clients

Serve as the (client-facing) escalation path and address all technical issues that arise, including direct client communication to maintain client satisfaction

Report on and maximize the operational and financial health of the technical portfolio

Drive billable capacity, and where needed contribute to billable utilization

Define and scale an operational infrastructure needed to maximize delivery throughput and profitability and deliver a successful client and employee experience

Establish and maintain a scalable charter, financial and operational success measures, delivery and internal framework, and cross functional partnerships needed to deliver measurable outcomes based on defined KPIs; including but not limited to: Time to value and delivery throughout, Delivery efficiency, Delivery quality, and Client satisfaction

Build the resource and knowledge management framework to optimize delivery capacity

Audit and enforce usage of processes and address adherence issues as they arise

Ensure that all delivery and internal processes are financially and operationally sound – from work ingestion through client billing

Establish and maintain continuous improvement framework evolve the practice as client and business needs change, using the latest commercially available technologies (i.e. AI)

Create an environment that sets clear expectations for new and existing employees, positions them to meet client and business demands, and thrive at MHK

Lead and scale a team of managers and individual contributors to deliver technical services and in a timely, efficient, and client satisfactory manner and achieve prescribed success measures

Establish clear roles and responsibilities for the team in alignment with client and business success measures

Provide the tools, position the skills, and promote the mindset and mentality to yield the optimal results from employees

Measure performance and hold the team accountable to achieving prescribed success measures, including but not limited to: Utilization, billability, delivery success, customer service, and core values

Address personnel issues expeditiously that have adverse impacts to team productivity and morale

Qualification

Healthcare operations experienceEnterprise SaaS deliveryTechnical consultingRisk managementProject managementRelationship buildingProcess mappingWritten communicationVerbal communicationLeadership skills