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Director, Demand, Product Support & Usability
MGH Institute of Health Professions
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Director, Demand, Product Support & Usability
MGH Institute of Health Professions
| About Us As 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
Qualifications Qualifications
Working Conditions MGB 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.
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Internal Number: 3134050-1435_1607615212
About MGH Institute of Health Professions
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).
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