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POSITION SUMMARY:

Reporting to the Associate Executive Vice Chancellor for Strategy and Chief of Staff(AEVC & CoS), the Senior Director, Client Services Strategy and Deputy Chief of Staff is an leadership role that is both strategic and operational in nature.  This position is responsible for overseeing ForHealth Consultings client relationship management structure, the development, administration and governance of enterprise project management functions, organizational strategic initiatives as well as direct oversight of key client portfolios on behalf of the Executive Vice Chancellor.

ESSENTIAL FUNCTIONS:

Client Services Strategy

• Develop, implement, and assess client relationship management structure to retain and grow existing customer accounts.
• Align client engagement strategies  with organizational objectives and ensure consistency across all client interactions through the development and implementation of enterprise standards, tools, and processes.
• Cultivate strong internal and external stakeholder relationships to ensure alignment with client objectives and service excellence standards.
• Collaborate with executive and operational leaders, as well as key areas such as finance/contracting, IT, and legal to drive service excellence goals and outcomes.
• Identify and implement process improvements to enhance operational efficiency and effectiveness of client engagement approaches.
• Monitor customer satisfaction and engagement levels to ensure optimal client satisfaction.
• Direct the implementation of the Customer Satisfaction Survey ensuring that results are cascaded throughout business units and inform the development of concrete performance improvement action plans.

Enterprise Project Management

• Oversee the Director of the PMO in assessing baseline performance and business resource needs, establishing project management position specific core competencies, and improving PM workflows and quality of deliverables.
• Collaborate with executive leaders to design, implement, and manage an entity-wide project management governance structure to enable comprehensive, efficient, and high quality project management functions for both internal and external clients.
• Lead entity-wide maturation of project management functions through the development and execution of a multi-year enterprise project management roadmap, including effective structural alignment of PM teams, standardized processes, tools, and technologies as well as providing organizational guidance on project portfolio management best practices and techniques.

Deputy Chief of Staff

• Provide high-level strategic support to the AEVC & CoS in decision-making, project management, and execution of organization-wide strategic plan and initiatives.
• Oversee governance of key client portfolios on behalf of the Office of the Executive Vice Chancellor (OEVC), including MassHealth, Executive Office of Elder Affairs, and 1115 Waiver Demonstration. Serve as a key point of contact between the OEVC and internal / external stakeholders, working with Internal Communications to facilitate effective communication and information flow.
• Manage the University Investment portfolio, ensuring strategic alignment of proposed projects and communication with MassHealth leadership.
• Lead and manage special projects and initiatives as directed by the AEVC & CoS, ensuring timely and successful delivery.
• Work closely with executive and operational leadership and cross-functional teams to align efforts and drive organizational goals.
• Identify and implement process improvements to enhance operational efficiency and effectiveness within the AEVC & CoS reporting departments.

REQUIRED EDUCATION AND WORK EXPERIENCE:

• Bachelor's Level Degree in health care administration, business administration, a related discipline or equivalent.
• 8-10 years of experience working in healthcare and/or healthcare consulting that includes progressive success in executing strategic and operational initiatives that are balanced with agile execution in matrixed and diverse organizations.
• Knowledge of health care and human service opportunities and trends impacting public sector and private clients.
• Demonstrated expertise in driving complex organizational change.
• Proven communication and presentation skills, both oral and written, and ability to effectively engage and influence a variety of clients, colleagues, and stakeholders, including executive management and public and private sector leaders.
• Ability to analyze and resolve complex issues.

PREFERRED EDUCATION AND WORK EXPERIENCE: 

• Master's Level Degree in health care administration, business administration, a related discipline or equivelant.
• Consulting experience and familiarity with state and federal health care systems.