This role will Lead the design, implementation, improvement of Patient Services Alzheimer’s processes and capabilities to optimize customer experience through digital services. This role will cross-collaborate with key stakeholders (MCE, IT, PS 2.0 Team/Operations) clarifying digital services requirements, pulling through related communications and process updates, and managing IT and/or customer escalations related to the digital service solutions.  Responsible for managing Alzheimer’s PS project workstreams and deliverables to include requirements gathering, testing and training and curriculum build. This role ensures processes and procedures are in place, are effective in supporting a best-in-class customer experience through digital services, digital governance, and result in accurate information that translates into compliant offerings

1.Responsible for leading PS digital services design, implementation and integration of digital solutions.  Work with IT and build team to address system requirements, troubleshoot errors and identify and implement improvements to business systems, services workflow and design. Identify and implement improvements to digital services workflow and design, and partner with key stakeholders and cross-functional team members to define requirements; and support continuous improvement.

2.Work closely with business units and internal stakeholders to translate new business initiatives into requirements and project plans that align to Alzheimer’s digital and business priorities. Identify leading/lagging indicators and action plans to achieve business targets.  Strategic accountability and act as thought partner with PMO, PS Operations leadership, Marketing and Field team contacts and IT in determining strategies to achieve targets.

3.  Assess environmental signals and potential impact to digital strategy; recommend mitigation plans.  Develop and evaluate operational processes to drive effectiveness, quality and efficiencies. Identifies and brings forth opportunities for future enhancements. Solve business plan gaps and issues identified through trend analysis and metric indicators.

4. Responsible for digital services and governance; and incorporating feedback from PS Program Owners and Operations, IT, customers and external partners to enhance offering; Represent digital PS team in PRC Meetings related to digital services design and build.

5. Proactively support and extend digital properties (e.g. CRM portal, Text capability, Chat functionality) and PS processes as designed and implemented, working closely with cross-functional team members to design, test, implement and support the solution. Explore new initiatives in the digital space and design, test and execute pilot(s) to understand future capabilities can be leveraged.

6. Communicate effectively. Ability to cascade messaging in a clear, concise, and timely manner. Familiar with change management principles and ability to pull through key themes through all activities.

This role will Lead the design, implementation, improvement of Patient Services Alzheimer’s processes and capabilities to optimize customer experience through digital services. This role will cross-collaborate with key stakeholders (MCE, IT, PS 2.0 Team/Operations) clarifying digital services requirements, pulling through related communications and process updates, and managing IT and/or customer escalations related to the digital service solutions.  Responsible for managing Alzheimer’s PS project workstreams and deliverables to include requirements gathering, testing and training and curriculum build. This role ensures processes and procedures are in place, are effective in supporting a best-in-class customer experience through digital services, digital governance, and result in accurate information that translates into compliant offerings

1.Responsible for leading PS digital services design, implementation and integration of digital solutions.  Work with IT and build team to address system requirements, troubleshoot errors and identify and implement improvements to business systems, services workflow and design. Identify and implement improvements to digital services workflow and design, and partner with key stakeholders and cross-functional team members to define requirements; and support continuous improvement.

2.Work closely with business units and internal stakeholders to translate new business initiatives into requirements and project plans that align to Alzheimer’s digital and business priorities. Identify leading/lagging indicators and action plans to achieve business targets.  Strategic accountability and act as thought partner with PMO, PS Operations leadership, Marketing and Field team contacts and IT in determining strategies to achieve targets.

3.  Assess environmental signals and potential impact to digital strategy; recommend mitigation plans.  Develop and evaluate operational processes to drive effectiveness, quality and efficiencies. Identifies and brings forth opportunities for future enhancements. Solve business plan gaps and issues identified through trend analysis and metric indicators.

4. Responsible for digital services and governance; and incorporating feedback from PS Program Owners and Operations, IT, customers and external partners to enhance offering; Represent digital PS team in PRC Meetings related to digital services design and build.

5. Proactively support and extend digital properties (e.g. CRM portal, Text capability, Chat functionality) and PS processes as designed and implemented, working closely with cross-functional team members to design, test, implement and support the solution. Explore new initiatives in the digital space and design, test and execute pilot(s) to understand future capabilities can be leveraged.

6. Communicate effectively. Ability to cascade messaging in a clear, concise, and timely manner. Familiar with change management principles and ability to pull through key themes through all activities.

• Previous services or service delivery experience
• Previous SFDC experience
• At least 5-7 years of experience in process improvement and project management
• Demonstrated success in leading projects or tactical campaigns
• Strategic thinking and problem-solving skills (within time/IT/resource constraints)
• Demonstrated excellence in communication, collaboration and organizational skills

High level of proficiency with MS Office (PowerPoint, Excel, Word, SharePoint etc), CRM systems such as SalesForce

Education: Bachelors Degree

All your information will be kept confidential according to EEO guidelines.