MEDI TRANS LLC

Manage care coordinators across product lines, develop talent, monitor quality and performance, and implement process improvements. | Requires 5-7+ years of healthcare operations management experience, team management skills, and experience with process improvements. | About the position The Operations Manager is responsible for managing a team of Care Coordinators within a specific product line. The Operations Manager II leads mid-scale projects, effectively manages performance of all Care Coordinators, and participates in cross-functional process improvement initiatives. The Operations Manager II develops and reports on Key Performance Indicators, (KPI’s). Drives process/system improvements. Acts as primary client / vendor / adjuster contact and services with effective problem resolution solutions. Leads training and product line development initiatives with support from Training and Development. Reporting to the Senior Director, Operations & Implementation (Intake & Transportation/Translation or the Senior Director, MedComp, this manager, is instrumental in developing talent, improving quality, and standardizing processes to enhance service delivery. Responsibilities • Product Line Management: Provides direct oversight of care coordinators within a product line while collaborating across all product lines to deliver services on time and within established SLA’s. • Talent Development: Implements structured cross-training programs ranging from quality assurance to service delivery that equips Care Coordinators with the skills to support multiple product lines, fostering talent mobility and business continuity. • Career Progression, Coaching & Development: Support Care Coordinators on their career goals and opportunities for progression with the Care Coordinator Job Family. Provide coaching, development experiences, and opportunities to build skills. • Quality & Performance Management: Monitor and evaluate the quality-of-Care Coordinators’ work across various product lines, ensuring consistency, compliance, and continuous improvement through data-driven insights and coaching. • Operational Efficiency & Standardization: Evaluate process gaps and inefficiencies, working closely with peers, the Senior Director, Operations, and Quality. Implement standardized workflows that improve overall service effectiveness, care coordinator productivity, quality service, and client retention. • Collaboration & Change Management: Partner with the training team to implement operational changes that improve coordination and service delivery within the product line Requirements • Bachelor’s degree preferred or relevant management experience required. • 5-7+ years of progressive Operations Management experience in the healthcare/ancillary services, or similar industry, preferably in a high-volume service delivery environment. • Strong analytical skills. • Previous management experience running day-to-day operations for a minimum of two (2) product lines. (Diagnostics, Transportation, Translation, Durable Medical Equipment, Physical Medicine, Home Health) • Inspirational manager with a proven track record of managing through metrics and KPI’s, performance management, and track record of developing a high performance team. • Has a proven record of developing and managing teams of 10 or more individual contributors in their area of expertise. • Experience implementing process improvements or workforce optimization solutions. • Excellent communication, coaching, and managing through change skills. • Analytical ability to monitor performance metrics, manage through metrics, and provide ongoing coaching and feedback that motivates and inspires an individual’s best work and service delivery to clients and injured workers. • Implement solutions that enable the product line to be agile, foster skill development of the team, and ensure Care Coordinators are empowered to support evolving business needs efficiently. • Analyze product line performance and present monthly insights to Senior Director. Benefits • Health, dental, and vision insurance • 401(k) with company match • Paid time off, as well as holidays

Lead data, analytics, and customer insights strategy, oversee reporting and analytics delivery, and manage customer success functions to improve business decisions and customer experience. | Extensive experience in customer analytics, data management, reporting, and leadership in analytics teams, with proven ability to translate data into actionable insights. | MTI America We’ve been helping people get back to work and life since 1992 Job Title: Director of Data, Analytics, & Customer Insights Salary Range: $136,00 - $220,000 Department: IT Reports To: VP of Solutions Delivery Location: Pompano Beach, Fl, hybrid Job Type: Full-Time FLSA Status: Exempt Position Summary The Director of Data, Analytics & Customer Insights is responsible for defining and executing the organization’s data, reporting, and analytics strategy, while also leading the Customer Success function. This role ensures the business has reliable, timely, and actionable insights to support decision-making across the organization and drives improvements in customer experience and retention. The Director owns enterprise reporting across customer, operations, provider, and finance domains, manages the Customer Success team responsible for analyzing customer complaints and trends, and translates customer insights into operational improvements. In addition, this role combines data analytics expertise with customer intelligence capabilities to analyze customer behavior, preferences, and needs. The position requires researching, analyzing, and interpreting customer data seeking to gain a deep understanding of customers and their experiences with the company's products or services. Core Focus Areas • Customer reporting and analytics • Operations and performance reporting • Provider reporting • Finance and executive reporting support ✅ Key Responsibilities Data & Analytics Strategy • Define and execute the organization’s data and analytics strategy aligned to business priorities • Establish standards for metrics, KPIs, reporting, and data definitions to ensure consistency and trust • Partner with executive leadership to identify and evolve reporting and insight needs • Collect and analyze customer data from various sources. Strategic Insights & Decision Support • Use insights gained from customer analytics to improve business decisions, increase customer satisfaction, and drive revenue growth • Translate insights into actionable recommendations for the business Reporting & Analytics Delivery • Own the design, development, and maintenance of enterprise reports, dashboards, and recurring analytics • Ensure reporting is accurate, timely, and actionable for stakeholders at all levels • Maintain standard reporting while enabling appropriate access to data for ad hoc and exploratory analysis Data Enablement & Access • Oversee the way data is organized and maintained to enable accurate and timely reporting across the organization • Improve accessibility and usability of data while maintaining appropriate governance and security • Ensure reporting solutions scale with evolving business needs Cross-Functional Partnership • Integrate customer data with sales, marketing, finance, and operations data for comprehensive business insights • Correlate data sets to various business outcomes • Collaborate closely with Customer, Operations, Provider, Finance, and Technology teams to understand business processes and data needs • Translate business questions into clear analytical approaches and reporting solutions • Act as a trusted advisor by proactively surfacing insights, trends, and risks Data Quality & Governance • Ensure data accuracy and efficient maintenance of data • Develop and implement strategies to ensure that all communications are consistent, timely, and relevant • Protect confidential customer information • Establish data quality standards, validation processes, and issue resolution practices • Own core metric definitions and ensure alignment across departments • Promote responsible data usage and data literacy across the organization Leadership & Team Development • Lead and develop analytics and reporting resources (employees and/or partners) • Set priorities, manage workloads, and ensure delivery against business timelines • Coach team members and stakeholders on effective use of data and analytics tools Customer Success & Experience Analytics • Provide leadership oversight for the Customer Success function, with accountability for customer feedback, complaint analysis, and retention-focused insights • Establish processes for capturing, categorizing, and analyzing customer complaints and feedback across channels • Develop reporting and dashboards that identify complaint drivers, trends, and root causes • Partner with Operations and functional leaders to translate customer insights into prioritized improvement initiatives • Track the impact of operational changes on customer satisfaction, complaint volume, and retention metrics • Ensure customer experience data is integrated with operational and performance reporting for a holistic view of business health Cross-Functional Improvement Enablement (Customer-Focused) • Serve as a bridge between Customer Success, Operations, and Leadership to ensure customer insights inform operational decisions • Proactively surface risks to customer retention and experience using data and trend analysis • Support leadership with regular customer experience reporting and recommendations Required Qualifications • Bachelor's degree in Statistics, Business Analytics, Marketing Analytics, or related field; master’s degree is preferred • 5+ years of experience in customer analytics, business intelligence, or data analysis • Proven record of accomplishment using data insights to drive business decisions • Experience with customer data platforms, CRM systems, and analytics tools • Strong analytical, problem-solving, and critical thinking skills Experience & Capabilities • Research & Analytical Methods • Blend of quantitative and qualitative research methods • Data analysis techniques to effectively interpret customer information • Expertise in data management, data mapping, and data quality • Extensive experience in data analytics, business intelligence, and reporting • Demonstrated ability to define and implement enterprise reporting strategies • Ability to connect data insights to operational and financial outcomes • Effective communication skills with technical and non-technical audiences to effectively translate insights into actionable recommendations. • Ability to create compelling narratives around data • Present finding to drive strategic decision-making • Ability to link customer insight to business performance metrics Success in This Role This role sits at the intersection of data and customer experience, requiring both technical proficiency and business savvy to turn customer data into a strategic advantage. Success in this position means not just analyzing data but creating actionable insights that enhance customer satisfaction while driving measurable business outcomes. Skills Descriptions Leadership Inspires, develops, & leads analytics and Customer Success Teams while setting clear priorities and accountability Strategic Thinking Defines and executes enterprise data & analytics strategies aligned with business objectives & growth goals Data & Analytics Expertise Applies advanced analytics and reporting practices to deliver reliable, actionable insights Customer Insights Analyze customer behavior, feedback & complaint data to improve customer experience, satisfaction and retention Decision Support Transforms complex data into clear, actionable recommendations that inform operational decision making Project Management Oversees IT projects from planning to execution. Cross Functional Collaboration Partners with Customer, Operations, Finance, Provider, and Technology teams to align data with business needs Work Environment & Physical Requirements • In office, Remote, or Hybrid • Ability to sit at a workstation for extended periods Compensation & Benefits • Competitive salary based on experience • Health, dental, and vision insurance • 401(k) with company match • Paid time off, holidays Diversity, Equity & Inclusion Statement MTI America is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.