$120k–$130k/yr
Manager, Customer Products and Solutions (2026-8099)
Caretria · Remote
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Job description(tap to read)
The Manager of Customer Products and Solutions leads client/customer application support to maximize service quality, operational efficiency and value while minimizing cost through best practices. Oversees technical support and reliability of software applications and platforms, applying knowledge of .NET applications, Web Services and SQL Server database technologies to troubleshoot application, database and data issues. Directs application monitoring, monitoring automation, incident escalation, root cause analysis and corrective actions; oversees operational jobs and reporting; and ensures timely resolution of service requests in accordance with established procedures and service level agreements. Partners with IT and development teams on change requests, release support and user acceptance testing, and maintains technical and user documentation. Communicates application support matters to stakeholders and external parties and reviews application health, usage and issue trends to drive continuous improvement. Responsible for managing the Product Administration team, including annual and semi-annual reviews, goal setting, coaching and development. KEY RESPONSIBILITIES: • Standardize, configure and automate application monitoring across platforms; monitor all alerts and escalate issues for all system. • Troubleshoot minor and major system, application, database and data issues in a timely manner, escalating to the solutions development team when necessary. • Coordinate with various teams and IT groups to analyze root cause, make recommendations and fixes, and ensure the reliability of all applications. • Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes. • Perform operational tasks (run and monitor jobs, generate reports, etc.) and collect and provide reporting of application health and usage metrics. • Review user stories to ensure Product Administration requirements are addressed prior to development, and assist with user acceptance testing. • Manage release notifications and provide support during and after releases; work with IT groups to review and schedule client change requests. • Develop and maintain accurate technical and user documentation and templates. • Manage the ticket queue, resolve service requests in a timely manner and meet service level agreement (SLA) commitments • Issue advisories for any outages/incidents that affect the user community and provide new feature training for internal stakeholders • Lead the Product Administration team, including selection, training and development, coaching, counseling and performance management. • Provide overall vision and direction of Product Administration for the enterprise, overseeing activities for assigned platforms. • Define the organizational Product Administration program, methods and KPIs that ensure responsiveness and software quality. • Responsible for vendor management related to staff augmentation, as well as oversight and management of work responsibilities for contractor staff, including off-shore Product Administration model coordination. • Recommend process changes that lead to better overall support, and utilize appropriate methodologies based on need, including standard templates and deliverable documents, dashboards, budgets and reporting. MINIMUM JOB REQUIREMENTS: Education/Training: • Preferred BS or BA in Computer Science or equivalent combination of experience and education. • Minimum 5-7 years of related experience • Five (5) plus years of experience with information systems analysis, design, development and documentation preferably in insurance, health care, and/or retail • Extensive experience in multiple Information Technology functions in a mid to large size corporate environment • Ability to work independently, perform under pressure and adapt to change • Excellent organizational, planning, and prioritization skills • High level of concern for quality of client deliverables and a high level of integrity • Proficiency in Microsoft Office Business Experience • Health care, Pharmaceutical or life science industry experiences a plus. KNOWLEDGE, SKILLS & ABILITIES: • Excellent management, interpersonal, written and verbal communication, and organizational skills. • Strong analytical skills to discover, analyze and resolve problems. • Must have knowledge of .Net applications, Web Services and SQL Server DB technologies. • Knowledge on Direct to Practitioner, Warehouse management, Order Management and Prescriber Validation System is plus. • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change. • Must be able to troubleshoot systemic IT issues and present solutions. Should also apply engineering principles to solution for application and database issues. • Must have a positive attitude, good problem-solving skills, excellent oral and written communication skills, and strong interpersonal skills. Ability to handle changing priorities. • Knowledge of Visio or other diagramming software a plus. • Software training experiences a plus. PHYSICAL DEMANDS: • Work is performed primarily in an indoor office or home-office environment using standard office equipment. • Frequent use of hands and fingers for keyboarding, data entry, and operating office equipment/computer and participating in virtual or in-person meetings. • Occasional standing, walking, bending, or reaching to access files, or office equipment. • Occasional lifting and carrying of files, documents, or office materials up to 15 pounds. • Occasional travel, as needed. The expected base pay range for this position is $120,000-130,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses. CareTria is an Equal Opportunity Employer.
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