Manager of SEM Operations

The position will oversee the daily activities of various health care accounts, covering the full lifecycle of medical technology. This role also assumes accountability for providing leadership and oversight towards general inquiries and problem solving for our customer base. Providing support to MCPC-Enterprise clients with an overarching mission to ensure a positive and meaningful customer experience. The Manager of SEM Operations will manage a diverse team of employees for Enterprise customers including but not limited to Service Delivery Management, Project Management, Project Coordination, Logistics, Customer Services and Configuration. This position will also provide sales support when required.

The Manager of SEM Operations develops relationships with leadership groups in different functions to collaborate and make informed decisions to provide delivery assurance and ensure MCPC successfully delivers our programs/projects, focusing on maximizing customer satisfaction and growing MCPC's business. They also work with all company stakeholders to build client relationships to address escalated issues appropriately effectively and comprehensively. The Manager of SEM Operations generates and reviews Operational Management program/projects reporting for MCPC executive leadership as required, focusing on providing status, risk management, and overseeing corrective actions being taken by the operations team required to ensure success.

The Manager of SEM Operations oversees all operations performed by assigned teams by working to help mentor, develop and evaluate employee performance. The Manager of SEM Operations matches capacity to demand and orchestrates the proper alignment of operations and services to clients. They must demonstrate sound judgment to ensure services result in a value-add for the client.

The Manager of SEM Operations contributes to business development for strategic opportunities working in conjunction with Sales, Executive Advisory, and Solutions teams to promote and drive a cohesive delivery strategy and ensure proper alignment of resources. They must have the ability to help decipher the needs of the client and provide input in the pre-planning phase as appropriate, interfacing with the client during planning sessions to ensure delivery models are aligned with client expectations and that program/project management is fully integrated. The Manager of SEM Operations also provides input to the overall delivery approach and associated resourcing and must have the ability to prioritize a high number of projects, tasks, and reporting effectively in their respective areas.

Responsibilities

• Regularly meet with customers and operations teams to ensure oversight of progress, quality, and overall customer satisfaction.
• Communicate client concerns, questions, conflicts, and resolutions to MCPC Leadership.
• Lead priority setting and resource allocation relative to each program, project, and/or initiative.
• Meet regularly with team members to identify issues and develop strategies and approaches specific to the client and situation to resolve and minimize impact.
• Assist in developing processes and deliverables required to support MCPC Enterprise customers.
• Determine resource and skill set requirements for Operations team staffing and roles to achieve objectives.
• Allocate staff and budgeted resources, as needed, to achieve operational objectives.
• Assess team capacity and identify training needs.
• Provide coaching and mentorship to enhance team performance.
• Develop and implement training programs to improve employee skills and client delivery.
• Perform other duties as assigned.

Key Outcomes of This Position

• Provide operational leadership by setting goals and providing feedback through verbal and written communication.
• Provide strategic direction to management for Enterprise Operations best practices and achievement of customer service objectives.
• Serve as the go-to person for Enterprise Operations delivery.
• Evaluate team capacity and training needs, recommending solutions to optimize performance.
• Provide regular coaching for team members.
• Develop and implement training programs to enhance the team’s ability to deliver value to clients.
• Leverage client feedback to drive continuous improvement in service offerings and customer-facing processes.
• Establish standardized practices for tracking and achieving success metrics, ensuring consistent results.
• Identify and address billing discrepancies, ensuring all services are accurately captured and invoiced.

Required Qualifications

• Extensive team leadership experience.
• Delivery and performance management experience.
• Escalation management skills, including negotiation and conflict resolution.
• Business development experience.
• Executive reporting and presentation skills.
• Excellent written and verbal communication skills.
• 15+ years of experience in a customer-facing delivery leadership role within a professional services or consulting organization.
• Experience interfacing at all levels internally, with clients, and external partners.
• Ability to work independently with limited supervision.
• Superior problem-solving skills.
• Strong team player with excellent interpersonal and communication skills; adept at planning, leading change management, working in a fast-paced environment, and multitasking.

Experience and Educational Requirements

• Bachelor’s degree in a related field or demonstrated experience in Operations Management.
• 5+ years of experience in client success, customer support, or project management roles, including leadership experience.

Physical Requirements

• Daily operation of a computer for over 60 minutes at a time.
• Potential lifting of up to 50 lbs.
• Constant rotation of standing, walking, and sitting.

Who We Are:

At MCPC, we pride ourselves on being Outcome Engineers, delivering end-to-end solutions and expertise that empower businesses to thrive in the digital age. We combine top-tier services and cutting-edge technology solutions to solve complex business challenges, ensuring data security, cost efficiency, and seamless digital transformation. Our commitment to our clients requires providing quality people that allow us to excel at exceeding our clients' expectations. The MCPC employee experience is built on a foundation of collaboration, innovation, and growth. We offer the balance of a close-knit workforce and pathways for professional growth. Our team members are encouraged to bring their unique perspectives and ideas to the table. Join us and be part of a principled, quality-driven, respectful, and innovative team that values continuous improvement and community commitment. Together, we tackle today's challenges and pioneer solutions for tomorrow.

Where We Are/Who We Serve: MCPC is a global organization, but we are headquartered in Cleveland, OH, with regional offices in Grand Rapids, Ml and Erie, PA, which is a source of pride for everyone here at MCPC. MCPC has a longstanding culture of unwavering commitment to giving back to the communities we serve. (link to our blog) What We Do: Endpoint Lifecycle Management

Advisory Services — MCPC is the go-to resource for all our client's end user device procurement and service needs. We help address tactical pain points that allow our clients' workforce to have a seamless and secure environment.

Configuration and Integration — Custom solutions that fit within a client's endpoint environment. Ensuring new devices meet the requirements of the client and are ready to be deployed on day 1. IT-Supply Chain — MCPC offers expert level supply chain services to help clients in the process of assembling, securing, managing, and delivering desk-ready IT inventory.

Managed Deployment — Coordination of experienced IT technicians ensuring clients' devices, servers, data, and more are securely delivered, protected, and supported.

Secure Technology Asset Disposition - Allows clients to remove old or outdated devices from their environment. Our facility will erase all data to Department of Defense standards and provide reverse logistics to the client as to whether their devices can be repurposed, recycled, or disposed of properly.

Benefits & Appreciation:

• 401k matching and ROTH option.
• Company sponsored events (picnics, cookouts, and volunteering opportunities).
•  Competitive Medical, Dental and Vision package.