Sr. Director, Technology & Process Innovation

Job Description

WebMD Ignite, a division of WebMD and Internet Brands, is the growth partner for healthcare organizations. We guide people to better health at all stages of their journey, from discovery to recovery. Our combination of leading brands in the industry—including WebMD, Medscape, Krames, PulsePoint, Vitals, The Wellness Network, Mercury Healthcare, and Healthwise—offers comprehensive solutions that engage individuals with timely, relevant messaging that optimizes experiences and outcomes, driving loyalty and lifetime value for our clients. Learn more at WebMDIgnite.com.

Position Overview:We are seeking a visionary technology leader who can transform our professional services and customer operations capabilities through strategic tool development, innovation, and thought leadership. If you are passionate about driving technological excellence and shaping the future of professional services and customer operations, we invite you to join our team and make a meaningful impact in the healthcare industry.As the Senior Director Professional Services Technology & Process Innovation at WebMD Ignite, you will play a strategic leadership role in driving technological advancement, tool development, and innovation initiatives across our Commercial Operations organization. This position requires an innovative mindset for driving sustainable processes that improves service delivery and the work environment for our employees and our clients. This is a visionary leader with a deep understanding of professional services, customer operations, transformative technologies, and broad business acumen. This position is directly accountable for enhancing WebMD Ignite operations using technology and maintaining WedMD Ignite delivery innovation on the same or better level as industry competitors. Responsibilities:Technology Development

• Lead the development and execution of a comprehensive technology roadmap aligned with the business objectives and the evolving needs of professional services and customer operations functions
• Identify emerging technologies and industry trends to drive strategic technology investments and innovation initiatives to reduce manual efforts and costs

Internal Tools and Platform Development

• Oversee the design, development, and deployment of scalable and reliable tools, platforms, and automation solutions that empower efficient service delivery and enhance customer satisfaction
• Drive the adoption of modern toolsets and platforms to streamline client onboarding, synergize internal processes, and integrate data and information
• Foster a culture of innovation by nurturing creativity, experimentation, and continuous improvement within the organization
• Collaborate with cross-functional teams to identify, prioritize, and implement innovative solutions that differentiate our customer’s experience in the market

Technical Leadership

• Provide strategic guidance and mentorship to technology subject matter experts (SMEs), architects, project engineers, and development teams, fostering a high-performance culture and promoting technical excellence
• Champion innovation in technology architecture, infrastructure, and security to support the scalability and reliability of professional service and operations technology offerings
• Provide IT project management oversight to achieve specific goals within defined constraints, including risk management, quality assurance, and the use of methodologies such as Agile, Waterfall, or Hybrid approaches for both client facing and internal capitalized projects
• Manage a team of technical and data engineers across multiple disciplines; supporting a variety of technology platforms

Business Development and Integration

• Support WebMD Ignite business development by participating in the preparation and review of proposals for technologies that drive client outcomes from WebMD Ignite operations
• Increase the efficiency of integrated operations with scalable technologies, including automation, and best-in-class tools that improve operational workflows and client outcomes
• Drive continuous process improvement where process performance, roles and responsibilities, policies, procedures and supporting technology is rigorously reviewed and enhanced
• Communicate the value of technology investments, innovation initiatives, and tooling strategies to executive leadership, stakeholders, and clients

Qualifications & Experience:

• Bachelor's or Master’s degree in computer science, information technology, or a related field. An MBA or relevant business qualification is a plus
• 10+ years of progressive experience in technology leadership roles within the professional services, IT consulting, or enterprise solutions domain
• 10+ years in a leadership, managing a team of 10 or more direct reports
• 5+ years healthcare industry experience
• Proven track record of driving innovation, leading tool development, and delivering transformative technology solutions in complex IT environments
• Extensive experience in managing cross-functional teams, vendor relationships, and budgets within a technology organization
• Strong business acumen, strategic thinking, and the ability to articulate the business value of technology investments to diverse stakeholders
• Experience in relevant technologies used to support professional services and operations functions. These include Alteryx, Tableau, Python, Drupal, Salesforce, Salesforce Marketing Cloud, Oracle Eloqua, Snowflake, AWS
• Expert in SQL and database management practices
• Hands on experience utilizing and integrating FHIR APIs
• Hands-on experience with complex project management
• Technical understanding of Network and Remote Monitoring and Management tools
• Outstanding communication, interpersonal and leadership skills
• Excellent organizational and time-management skills
• Ability to communicate across technical and business disciplines including data engineering, product, solution consulting, finance, operations, billing, sales