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Digital Health - Service Program Senior Manager

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Job Title:
Digital Health - Service Program Senior Manager
Samsung Mobile
California CA
California, USA
Job Description:
**General Description** Location: Mountain View, CA Position Summary Services and New Business is an agile start-up team with highly talented and results oriented individuals. We take an interdisciplinary approach to transform the way devices are combined with software and services to accelerate company growth. We are responsible for strategy, business development, product marketing, and business operations. Be part of a new journey to disrupt healthcare with meaningful innovations and help shape from the ground up how we deliver solutions and services that patients, customers, and people will delight in. We are looking for a passionate and experienced service program manager to drive overall client satisfaction based on the consistent delivery of our virtual rehab solution and service. The individual should possess a thorough understanding of virtual care management (e.g. cardiac rehab), mobile technology, cloud computing and technical operations, call centers, device procurement, kitting and management, and security/compliance. The service program manager plans and executes the service-operating model, provide guidance to senior management, and ensures that best practices, policies, and procedures are followed to deliver on our service level agreement commitments to grow Samsung’s digital health business. This role serves as the single point of contact for all service operations we deliver to our clients. The service program manager closely collaborates with the Risk and Compliance Manager, reports insights, risk, and recommendations to the digital health team leadership, and interfaces and collaborates with diverse internal and external stakeholders. Essential Job Functions * Responsible for repeatable, predictable, and measureable service operations management * Provide end-to-end direction and support to internal and external stakeholders to meet and exceed our contractual obligations including: incident management, problem management, event management, request fulfillment, access management, service level agreement management, service continuity management, financial management, change management, configuration management, release and deployment management, capacity management, and knowledge management activities. * Develops client retention strategies in close collaboration with the business development and sales team * Identify and report all customer quality or compliance and take immediate corrective action as required * Ensure service delivery process is executed efficiently and effectively by the service delivery team to meet established service level agreements * Orchestrate the on-boarding of 1) new clinical centers (customers): accounts provisioning and training of clinical staff and 2) of new patients (end-users): staging-kitting and delivery of smartwatch devices and training of end-users * Manage the upgrading of the technology platform ensuring minimum impact to customers and end-users * Support the HIPAA privacy and security audit and maintenance of the platform and process of the service delivery team: device order fulfilment, call center/customer support, technical operations, device staging-kitting, cellular data provisioning, and product development * Plan and budget for the expansion of the service delivery team as new clinical centers and patients are on-boarded * Establish the workflow and process for inter-team communications and support escalations * Ensure the process documents are reviewed on an ongoing basis and up-to-date * Facilitate customer, supplier, vendor, and subcontractor management Essential Job Requirements Education * 4-year BA/BS degree required and relevant practical experience **Necessary Skills / Attributes** Experience * 10+ years of experience in service operations, project/program management * Knowledge of ITIL, operations management, customer service, metrics and reporting, operational excellence, project/program management, customer interaction handling * Experience facilitating new service launches in an operational capacity is a big plus Required Skills * Demonstrated self-starter and analytical thinker with strong problem solving skills and able to implement creative solutions to customer problems * Ability to manage by influence and work effectively with cross-functional teams * Very organized, detail-oriented, ability to meet deadlines with a high level of accuracy and manage diverse work streams * Flexible and able to succeed in ambiguous and rapidly changing environments * Proactive in identifying and improving processes and procedures * Outstanding verbal & written communication skills * Excellent reporting skills * Strong Excel, PowerPoint, and Project skills Preferred Skills * Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for the client * Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma, LEAN) * Excellent organizational, emotional intelligence, and analytical skills **Company Information** Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s ´Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands. Samsung´s philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest. At Samsung we work hard – every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America’s Most InDemand Employers in 2015. Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law. *Category:* Management Support *Full-Time/Part-Time:* Regular Full-Time *Location:* , Mountain View California, Mountain View California, Mountain View California, Mountain View California
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