Please apply for the position via our corporate website: https://careers-webmd.icims.com/jobs/9144/job

Overview:

WebMD’s Health Services business, enables employers and health plans to provide their employees and plan members with access to personalized health and benefit information, decision support technology that helps them make informed benefit, provider and treatment choices and provides telephonic health coaching services.



WebMD is an Equal Opportunity Employer
Responsibilities:



The Solutions Architects work closely with clients to architect the solutions that will be delivered through the WebMD Health Services platform, coaching services, and benefits support tools. They work closely with Sales in the pre sales environment, as well as immediately after a sale is closed to create project scope documents. They also support the architecture of upsell opportunities to existing clients. The Manager, Solutions Architecture is responsible for managing a team of Solutions Architects who service the Sales and Client Services team. In this role, the manager is accountable for ensuring that both of these teams receive the support they need from the Solutions Architects to be successful. Specifically, this means prioritizing the work queue, ensuring delivery dates are met, and monitoring quality.



The manager is accountable for the oversight, training, and support of the Solutions Architects in order to ensure that they are furnished with the practical skills, knowledge, tools, processes, and resources required to successfully perform their roles. They are responsible for the day-to-day supervision and general care of their staff, including employee selection, on-boarding, mentoring, coaching and performance evaluation. They assess employees’ competencies and develop training plans for applicable techniques, best practices, and methodologies. They concurrently support executive management, including corporate strategies and initiatives. By enabling their teams to be experts in their roles, the manager directly influences customer satisfaction, fosters a culture of client-centricity, and stimulates professional growth and development within the organization.

In addition, the manager is responsible for crafting processes to create the infrastructure to support the solutions architect activities and drive efficiencies. Success will be determined by metrics that the manager puts in place to measure progress toward the goals of efficiency and quality.



This is a working manager role; it is expected that the manager assumes a percentage of the workload assigned to the Solutions Architects.



1. Define, communicate and monitor goals and expectations for employee performance

2. Conduct periodic performance review and appraisals.

3. Participate in salary planning process; award for performance when appropriate

4. Manage employee absence requests and establish plans for backup coverage

5. Implement/refine processes and tools to help drive efficiencies

6. Define and implement best practices for the teams to leverage

7. Interview, hire, and onboard new team members

8. Provide and support opportunities for continuing education

9. Identify and assign resources to plan for and support new business opportunities

10. Serve as a point of escalation for issues brought forward by Sales or Client Services.

11. Monitor work assignments and load balance

12. Support and employ applicable customer satisfaction feedback mechanisms

13. Provide staff guidance and support in addressing issues and requests

14. Work closely with all relevant functions of the organization on initiatives to help the Solutions Architects be successful long-term, in all facets of their job responsibilities

15. Assess client (Sales, Services) satisfaction and leverage the results to drive improvements

16. Support corporate strategies and initiatives; prepare and provide executive level management reporting





The manager is expected to manage the day to day activities of their teams with intermediate levels of supervision. The manager is expected to have approximately 2 – 5 direct reports under them.
Qualifications:

Education: BS or BA degree



Experience: Requires



3+ years experience managing client facing teams or major projects with multiple stakeholders

3 years direct work experience in a solutions architecture/engineering role



Knowledge of:

Management/supervisory methods and techniques

Principles of organizational planning

Team building

Personnel and general disciplinary policies and practices

Performance measurement tools and metrics

Hiring and selection policies and process

Best practices in service delivery

Client satisfaction methodologies

Familiarity with the healthcare industry, healthcare technology, and business/sales development

Experience in website deployment and understanding of software development cycles



Skills & Certification:

Ability to communicate and work with senior- and executive-level internal and external stakeholders

Critical thinking and problem solving skills

Setting goals and objectives

Delegating work assignments and related tasks

Providing assistance and support

Providing a climate for motivation

Creating a supportive working relationship

Emphasizing continuing development

Providing opportunities for future growth and advancement

Strong leadership, decision-making and communication skills

Organizational navigation and cross-functional influence

Willingness to travel 20%

Commitment to service excellence