Manager, Digital Operations, GPS & Plug In Applications

What you'll do

• Provide ticket support and break-fix story support in coordination with Product and IT teams.
• Manage operational intake by prioritizing service requests and escalations based on business impact.
• Perform trend analysis on tickets to identify systemic issues and drive root-cause remediation.
• Manage incident communications and documentation to ensure stakeholder awareness during active incidents.
• Execute UAT, regression, and system testing for new releases and platform enhancements.
• Validate technical solutions against documented use cases and Medicaid-specific requirements.
• Conduct Quantum Metric reviews to identify trends, defects, and user experience friction.
• Escalate operational insights and opportunities to senior leadership and Product partners.

What we're looking for

• Bachelor’s degree or equivalent work experience.
• 5+ years of demonstrated problem-solving skills.
• 5+ years of experience working in application operations, production support, or digital platform support roles.
• 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
• 5+ years of demonstrated strong verbal and written communication skills.
• 5+ years of experience managing cross-functional work and competing priorities.
• Exposure to enterprise incident management models (preferred).
• Experience participating in Agile delivery teams (preferred).
• Operational experience with Medicaid (preferred).
• Familiarity with digital experience analytics tools like Quantum Metric (preferred).