Senior Manager, Problem Management Office

Responsibilities:

• Lead the Problem Management Office as a cross-functional function responsible for identifying, analyzing, and preventing recurring incidents and operational challenges.
• Establish and maintain problem management frameworks, including root cause analysis, known error management, corrective action planning, change coordination, and knowledge management practices.
• Proactively identify recurring incidents, systemic risks, aging issues, and potential customer-impacting concerns while partnering with technical and operational teams to implement permanent solutions.

Requirements:

• 5+ years of experience in problem management, incident management, service operations, technical support leadership, or related operational improvement roles.
• Proven experience leading cross-functional initiatives focused on root cause analysis, corrective actions, service improvement, and long-term prevention strategies.
• Strong knowledge of problem management methodologies, RCA techniques, and familiarity with IT service management tools like ServiceNow, and ITIL certification preferred.

Benefits:

• Competitive base salary range: $117,000–$208,000 USD depending on location for eligible states.
• Comprehensive benefits package including healthcare and wellness programs, generous paid time off, and 401(k) retirement plan with company matching contributions of up to 7%.
• Remote work flexibility within the United States and opportunity to contribute to meaningful healthcare technology initiatives.