The College of Healthcare Information Management Executives (CHIME) is the professional organization for Chief Information Officers and other senior healthcare IT leaders. CHIME enables its members and business partners to collaborate, exchange ideas, develop professionally and advocate the effective use of information management to improve the health and care throughout the communities they serve.

Our Mission is to advance and serve healthcare leaders and the industry improving health and care globally through the utilization of knowledge and technology.

Job purpose

The Vice President of Foundation Operations (VPFO) is responsible for defining and implementing the vision, mission and goals of the Foundation Success Team. They align the team with the business objectives, values & culture of the organization and ensure that the team delivers exceptional customer experience across the entire Foundation Firm engagement. The VPFO also manages the budget, resources and process of the Foundation Success team. They monitor and report on key metrics such as retention rate, satisfaction level, and net promoter score. The VPFO collaborates with other departments such as Strategic Solutions, Events, Marketing, Media and others to provide feedback, insights and solutions to enhance the Foundation value proposition and drive growth and retention.

Duties and responsibilities

• Responsible for developing a high performing client-focused Foundation Success team.
• Is keenly aware of client satisfaction levels and works to institute processes that improve on the client experience.
• Identifies opportunities to support the Foundation firms across all engagement points with the organization.
• Identifies technology and processes to drive efficiencies.
• Analyzes benefit adoption rates and operationalizes around high value benefits ensuring they align with organizational capabilities.
• Ensures Foundation Firms are properly onboarded and serves as the senior executive for problem solving.
• Serves as lead with committees, as needed, to enhance the Foundation experience.
• Works to make sure the Foundation Success Team is adopting new technology, tools, and processes to enhance client experience.
• Defines, measures and reports on success metrics for the team.
• Standardizes processes and interventions for each point in the customer journey, including but not limited to onboarding, quarterly business reports, benefit analysis, upsell opportunities, identifying at risk firms.
• Works with the VP, Strategic Solutions, to ensure the Foundation Success and Strategic Solutions teams are functioning as a cohesive team and aligned with the goal of delivering an exceptional client experience.
• Works with the Director, Foundation Success to develop and implement plans, policies, objectives, or activities to ensure efficient and high-quality operations that result in excellent customer service for our corporate partners.
• Prepares program budgets for approval, including those for funding or implementation of programs.
• Implements and works with the Director, Foundation Success to institute corrective action plans to improve departmental processes.
• Serves as executive leadership for Foundation programs and services throughout the organization. (Foundation Development Committee, Foundation Advisory Committee, operational committees or other working groups).
• Coordinates the development or implementation of budgetary control systems, recordkeeping systems, or other administrative control processes necessary to manage Foundation operation functions.
• Prepares and presents reports concerning activities, expenses, budgets, or other programs as required for senior management review.
• Directs or conducts studies or research on issues affecting the health of the Foundation, our position in the market, and its benefit offerings.
• Leads the development and fulfillment of business plans, including overseeing the work of key staff and volunteers.
• Ensures that delivery of programs are of an exceptional level of quality, are effective and timely and in line with CHIME’s strategic plans, expectations and goals.
• Coordinates and partners with other department leaders to manage programs for business requirements.
• Develop and maintains effective, key stakeholder relationships.
• Provides leadership and coaching necessary to develop high performing teams.
• Other duties as assigned.

Qualifications

• Bachelor’s degree required. Master’s Degree and/or Certified Association Executive certification preferred.
• Five to ten years of recent senior-level management experience in a client success leadership role .
• Experience or background in healthcare industry strongly preferred.
• Proven customer relations and account management experience.
• Ability to analyze and convey ROI and value to clients.
• Strong written, verbal and presentation skills.
• Analytical and process-oriented mindset.
• Understanding of current digital marketing measurements.
• Strong financial leadership skills.
• Demonstrated experience creating and driving business value in a highly entrepreneurial environment.
• Strong problem-solving skills with exceptional ability to synthesize business complexity, making informed decisions in ambiguous, uncertain situations, develop strategic alternatives and identify associated rewards, risks, and actions to lower risks.
• Demonstrated experience successfully developing and leading large, complex initiatives.
• An accessible, responsive style with a customer service orientation.
• Rigorous thinker with the ability to analyze data, spot trends, determine future needs and develop a strategic vision for addressing them.
• Enthusiastic and creative leader who can inspire others and manage, motivate, mentor, train, and retain high-performing teams.
• Proven ability to manage multiple projects at once.
• Discipline to successfully work without close supervision.
• Excellent project management and problem resolution skills.
• Strong organizational and negotiation skills, creativity, and strategic thinking.
• Ability to remain calm under pressure and maintain a positive attitude are imperative.
• Excellent communication and presentation skills.

This is a remote based position. Some travel will be required.

Must be located in the United States.