Manager Business Operations

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

Leads a multifunctional team within supply chain, overseeing key areas including customer service operations, Infor (ERP) system support, the supply chain education program, and project coordination. Plays a critical part in ensuring efficient and responsive service to clinical and operational stakeholders, aligning supply chain activities with the unique needs of a healthcare environment. Drives the integration and optimization of the Infor ERP system to support accurate, timely, and cost-effective supply chain processes. Leads the development and delivery of targeted education programs to ensure staff competency and compliance with healthcare standards. Additionally, the role involves coordinating cross-functional projects aimed at improving performance, enhancing service delivery, and supporting patient care outcomes. Success in this position requires strong leadership, a deep understanding of healthcare supply chain systems, and the ability to navigate complex, fast-paced environments.

Responsibilities:
Manages a team of supervisors or professionals responsible for their performance and results.
Adapts plans to address operational challenges, making decisions within established guidelines.
Oversees resource allocation and has full management authority over the team.
Leads a team of high-performing employees with a focus on customer satisfaction, process improvement, critical thinking, technical skills needed for problem solving, and time management. Perform human resource oriented tasks, including participating in the hiring process, onboarding and training of new employees, conducting performance reviews, delivering ongoing training, resolving employee concerns and conflicts, and enforcing policies and procedures.
Communicates with leadership and key HCS and entity leaders regarding project strategy, direction, and change management alignment. Ensure timely and accurate communication of system changes, issues, and downtime to supply chain stakeholders.
Manages tier one supply chain support operations, including order confirmations, PO ETAs, basic troubleshooting, and "how-to" inquiries. Serve as the first level of Infor support for requesters and coordinate issue resolution with Purchasing Agents and the master data team. Escalate complex issues and monitor to ensure timely resolution.
Manages ticketing workflows within ServiceNow, including catalog/form development in partnership with ISD, ticket status tracking, trend analysis, and analytics reporting.
Maintains in-depth knowledge of supply chain systems, processes, and integrations, especially related to our Infor ERP system and ServiceNow. Provide guidance and mentorship to system support and departmental SMEs. Identify and resolve bottlenecks and system issues in collaboration with process improvement teams
Leads and facilitates project-related discussions among stakeholder groups to achieve alignment on business process design, data analysis, project goals, and work plans.
Coordinates activities for small to large-scale projects related to P2P optimizations, system updates, and education initiatives. Support supply chain continuous improvement projects by analyzing workflows and implementing system/process enhancements. Prepare and present project documentation, including project charters, business requirements documents (BRDs), and project planning documents (PPDs), for leadership review.
Delivers assigned projects on time, within scope and budget, and aligned with strategic and operational goals. Lead identification, facilitation, and execution of change management tasks required to produce successful project outcomes.
Manages functional testing for system upgrades, bug fixes, and enhancements in coordination with ISD. Lead testers in executing test scripts, documenting and reporting bugs, and validating resolutions.
Develops and delivers education programs for new and existing users, including scenario-based training, micro-learning videos, and live education sessions. Partner with the ISD Training Development Team to deliver effective learning materials. Track user competencies and provide ongoing support to ensure adoption of system tools and processes.
Creates and distributes communications regarding technology updates, downtime, and education opportunities. Represents supply chain by presenting key content and processes to leadership and for cross-functional initiatives.
Ensures alignment and compliance with organization policies and regulatory requirements. Review, update, and maintain supply chain policies and procedures in coordination with SCG&P committee. Support ongoing communication for policy updates and process improvements.

Other information:
Education Requirements:
* Bachelor's degree is required.
Licensure/Certification Requirements:
* None required.
Professional Experience Requirements:
* Seven years of relevant work experience, including at least one year in a management role.
Knowledge/Skills/and Abilities Requirements:
* Proven ability to lead complex project and teams; Excellent communication skills, including facilitation and presentation skills; Proven ability to excel and achieve results in a team-oriented, matrixed environment; Highly responsive to internal and external customers; Interpersonal skills; Ability to work autonomously and with senior executive leaders; Strong executive mind-set; Very organized; Process oriented; Bias towards action and sense of urgency; Ability to focus on continuous improvement; Enjoys and takes pride in organizing and prioritizing multiple work streams

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Supply Chain

Work Type: Full Time

Standard Hours Per Week: 40.00

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Durham

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.