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.

• 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. Performs 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
  
  IJ. Ensures 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. Serves as the first level of Infor support for requesters and coordinates issue resolution with Purchasing Agents and the master data team. Escalates complex issues and monitors to ensure timely resolution.
• Manages ticketing workflows within Service Now, 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 Service Now. Provides guidance and mentorship to system support and departmental SMEs. Identifies and resolves 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. Supports supply chain continuous improvement projects by analyzing reminis workflows and implementing system/process enhancements. Prepares and presents project documentation, including project charters, business requirements documents (BRDs), घे project planning documents (PPDs), for leadership review.
• Delivers assigned projects on time, within scope and budget, and aligned with strategic and operational goals. Leads 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. Leads 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…