About UsAs a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to our community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We seek employees who bring passion, are highly collaborative, and thrive in a dynamic, diverse, and inclusive team. We work in a highly agile environment with a focus on quality and achieving real impact with our work. We are excited to have a team with a rich mix of experiences, with people who bring innovative approaches to their work, an excitement for looking at things from new angles, and a spirit of continuous improvement. Finally, we seek employees who embrace and live our core values of respect, recognition, communication, commitment, trust, innovation, and service. If this sounds like you, we invite you to apply.
Mass General Brigham's main office is in Somerville, MA. We are currently working as a fully-remote team due to COVID-19 and encourage applications from across the US as telecommuting becomes part of our new normal. We are committed to building an engaged, inclusive community and offer a variety of opportunities to come together virtually and facilitate learning and collaboration.
Role Summary Mass General Brigham's board and system-wide executive leadership are making significant investments in enterprise data and digital health, enabling innovation and transformation in the delivery of health care, research and discovery. By building out core digital and data capabilities, we are supporting the achievement of Mass General Brigham's mission to drive growth and innovation in inpatient, ambulatory, and digital care. We are at the start of this journey and we are looking for talented individuals from across the nation to join us in transforming healthcare and in achieving the expected outcomes of this strategy: improved patient care, quality of care, patient engagement, and efficiency in the delivery of healthcare with excellence.
In the achievement of these goals, Mass General Brigham's data and analytic teams are working together to build a system-wide data ecosystem. We are both leveraging current assets and building new, integrated solutions to provide a holistic set of industry-leading data and analytic capabilities, supporting Artificial Intelligence (AI), Machine Learning (ML), and real-time insights. Teams from Data and Analytics, Research Analytics, Clinical Data Science, and Information Systems are collaborating to build this new data and analytic ecosystem. To ensure success of this effort, Mass General Brigham is standing up a new Data and Analytics operating model with a goal of driving a level of standardization for data and analytic operations across the teams involved.
The value of investments in data and analytics were proven out during our response to COVID-19 as these investments were leveraged to stand up new reporting and analytic capabilities to support executive and clinical leadership on managing the pandemic. Our broad data and analytic community has come together across Mass General Brigham 's 14 healthcare sites with shared urgency, delivering analytic tools to our system that drove timely insights in both clinical and operational domains, resulting in effective delivery of critical care and in organizational efficiencies during a time of reduced resources.
The Demand, Product Support and Usability function is critical to the success of the Data and Analytics Organization (DAO). Our current state has each team in the DAO managing their support and intake in a slightly different way. The Demand, Product Support and Usability function is a new team within the DAO and is the "front door" for our end users. We will create a single process for the DAO that is stakeholder facing, focused on outcomes and demonstrates a core knowledge of the data and analytics products and services we offer to the system. We will provide end user education and continue to ensure that products and services produced by the DAO are delivering significant value.
The Demand, Product Support and Usability Director will provide independent leadership and focused execution for the following:
1) Build a standard and scalable demand management, support and end user enablement process for the DAO
2) Recruit, develop and lead a high functioning team with a strong understanding of DAO products and services and have a strong customer service orientation
3) Develop a robust end user enablement / training plan for DAO products and self-service options
4) Focus on stakeholder experience, transparent process and outcome measures with standard service level agreements
5) Support our migration to cloud technologies by overseeing cloud operations and user enablement
The DAO is rapidly evolving and the Director must be able to proactively lead and drive significant change in the organization and collaborate with various teams in the department to be successful. We are undergoing a transformation to an Agile / Scrum method of delivering products and services. The Director must navigate standardizing processes as the teams evolve and product and service offerings mature.
The Director reports to the Executive Director of Analytic Translators, PeC Reporting. S/he will work with stakeholders across the system and internal to the DAO. Success in the role will be measured by service excellence to stakeholders, collaboration with DAO teams and ability to develop, implement and sustain a standard and scalable demand management, support and training process. The Director will collaborate across teams to develop a DAO scorecard for product and service usage and a knowledge base to encourage self-service and broader data enablement.
Role Duties and Functions - Develop, implement and sustain a standard and scalable demand management, product support and usability process
- Collaborate with all product owners (stakeholder and technical leaders) to design iterative approach and determine success measures
- Create new processes, in collaboration with other departments, to support evolving cloud operations, including cross-system management of cloud finances, capacity, requests, and identity & access
- Strong understanding of data & analytic products and services (data lake, cloud operations, enterprise data warehouse, business intelligence tools, Epic and other source data)
- Measure service excellence with stakeholder feedback and ensure transparent process
- Recruit and develop a high functioning team with a strong understanding of DAO products and services
- Determine the demand, product support and enablement team resources needed based on DAO products and services
- Develop approach and execution model for education / training for DAO products and self-service options in collaboration with product owners
- Drive significant change in the organization and move with agility
- Leverage existing system and determine platform that will scale
- Lead integration with DAO teams to build knowledge management and self-service solutions
- Knowledgeable in best practices for support and demand management; bring in workflow solutions
- Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
Qualifications Qualifications - Must have 10 years related experience developing and integrating business processes; support, demand management, training preferred
- Must have 5 years of management experience with 3-10 direct reports and demonstrate building / developing high performing team
- Significant previous experience working in cloud data and analytic environments with a core understanding of how to successfully stand-up matrixed operations in the cloud (management of finances, capacity, requests, identity, and access)
- Stakeholder / customer experience required
- A strong foundation and experience working in a complex environment is required (healthcare or data and analytics fields preferred)
- Extensive experience with processes and tools to manage intake, support, triage requests, training and communication to close the loop with stakeholders
- Mix of experience on both technical and business side of healthcare or data & analytics
Preferences - Expert level knowledge of support and demand operations
- Strong communication skills; ability to articulate vision and message to all levels of the organization
- Independently drive work forward by taking concepts and direction and translating them into an executed plan that achieves impactful results
- Set clear expectations with both internal and external stakeholders
- Demonstrate strong leadership and decision-making skills in a fast-paced environment
- Able to facilitate meetings, ask key questions and document action items
- Proactive and aware of critical dependencies; manages to deadlines and follows through on commitments
- Builds relationships with stakeholders by demonstrating trust and expertise
- Ability to manage ambiguity, embraces new information and learnings as they arise
- Strong management and project management skills
- Experience with Agile and Scrum preferred
- Experience with process improvement and change management/leadership methodologies such as LEAN, Six Sigma, etc. preferred
Working ConditionsMGB has implemented special remote working policies due to COVID-19. These policies are subject to change; however, it is currently expected that this position will work remotely (e.g. from home) full time through June 2021
If Onsite:
Possible local travel to Partners sites, vendors, and conferences
Normal office working conditions. The noise level in the work environment is quiet to moderate.
While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
EEO Statement Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.
Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
