Senior Operations Recovery Manager

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Provides Operational leadership on business continuity recovery services issues. Develops recovery strategies for critical services, as defined by clients, internal business continuity departments, in the event of any major incident for regional accounts. Works autonomously within established procedures and practices. Demonstrates skills in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience. May function as manager, coordinating the work of others. Responsible for establishing the systems, processes and actions needed to respond to critical events. When an event occurs, responsible for developing the targeted action plan, monitoring progress on the plans, developing impacts to the event, and reporting to Senior Management. Post event, provide lessons learned and revise the departmental processes as needed.

Your role in our mission

• Leads and establishes business continuity programs and business resumption planning across the CX team to ensure business continuity.
• Interfaces with account teams and internal Gainwell departments to develop and monitor business continuity plans and procedures for CX related accounts.
• Leads and monitors simulation testing for platforms and assists in planning and organization of recovery tests. Manages and prepares pre-test objectives and post-test reports for clients and senior management. Develops and recommends, and when approved, oversees the implementation of alternative approaches.
• Coordinates the gathering of documents, implements, and maintains CX business continuity plans to meet customer needs.
• Advises, formulates, and reviews activities of multiple crisis management teams to ensure that business continuity plans are implemented consistently across CX business units/projects.
• Leads and provides guidance on cost impacts to executing an account business continuity plan Manages, develops, and provides input to business continuity standards, policies, practices, and procedures. Identifies enhancements and implements practices approved by Gainwell.
• May provide leadership and work guidance to less experienced personnel.
• Lead CX coordination efforts across multiple teams if/when there is an event.

What we're looking for

• High school diploma or G.E.D.
• Six or more years business continuity recovery experience
• Experience working with company business recovery offerings and procedures
• Ability to effectively communicate and manage events
• Project Management and Contact Center Operations experience

What you should expect in this role

• This role is 100% remote with annual travel possible.

The pay range for this position is $85,200.00 - $121,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.