The Manager of Support Operations leads strategic coordination, process improvement, and systems integration across the Infrastructure division, with direct oversight of the Support Operations Center (SOC). This role manages project execution, performance dashboards, SOP development, onboarding, and internal communications to ensure operations are scalable, compliant, and aligned across all sites. The Manager applies Lean Six Sigma principles to drive operational excellence through workflow optimization, process standardization, and the elimination of inefficiencies, ensuring consistent, high-quality service delivery across the Central Health system.

Essential Functions:

• Provide operational leadership and direct supervision of the Support Operations Center (SOC) staff, including workload balancing, coaching, performance evaluations, and professional development.
• Oversee daily SOCC operations, ensuring consistent intake, triage, routing, and closure of service requests across all operational portals. Confirm requests are routed appropriately, escalations are addressed promptly, and
  service-level expectations are met.
• Ensure staff training, onboarding, and compliance with core systems (ServiceNow, Multiview, SharePoint) and departmental SOPs, standard work practices, and safety protocols.
• Develop, maintain, and optimize operational dashboards and KPIs; lead weekly and monthly reviews to monitor SLA performance, analyze trends, and drive data-informed decisions.
• Develop and present SOC executive summaries and operational reports, providing leadership with actionable insights into milestones, trends, risks, and departmental performance.
• Oversee the creation, governance, and continuous improvement of departmental SOPs, workflows, and policy documentation to ensure clarity, compliance, and alignment with healthcare regulatory standards.
• Serve as the strategic liaison for Infrastructure platforms and tools (e.g., ServiceNow, SharePoint, tracking databases, digital forms), ensuring systems are current, effective, and widely adopted.
• Collaborate cross-functionally across Infrastructure teams to align processes, coordinate dependencies, and resolve interdepartmental bottlenecks that impact operational performance.
• Direct planning, execution, and communication for Infrastructure operational initiatives and projects, managing timelines, deliverables, and risk mitigation to support seamless execution.
• Support annual budget planning and forecasting; oversee vendor and financial operations, including invoice
  accuracy, expenditure tracking, and coordination with Finance for timely processing and fiscal accountability.
• Ensure site readiness and environmental support functions across clinical and administrative facilities, coordinating with Safety, Emergency Management, and Compliance teams to maintain operational continuity and audit
  readiness.
• Lead Lean Six Sigma–based problem solving and process improvement, standardizing workflows, eliminating inefficiencies, and promoting continuous improvement across SOC operations.
• Develop and implement internal communication strategies, including executive updates, department-wide announcements, and staff recognition initiatives to promote transparency and engagement.
• Champion a culture of accountability, collaboration, and service excellence throughout the Infrastructure division, reinforcing customer service and safety standards.
• Contribute to organizational readiness and emergency response logistics, ensuring SOC participation in business continuity, disaster response, and after-hours escalation protocols.
• Participate as a key contributor on enterprise-wide initiatives and strategic projects, representing Infrastructure in cross-functional efforts requiring operational alignment.

Knowledge, Skills and Abilities:

• Ability to plan, track, and manage timelines for infrastructure initiatives and departmental moves.
• Skilled in writing and maintaining SOPs, policies, and standard workflows
• Proficient in tracking and reporting performance data using Excel or dashboard tools
• Strong communication and collaboration skills with clinical, administrative, IT, and Infrastructure teams
• Understanding of documentation standards, internal controls, and regulatory alignment

Minimum Education:

• Bachelor's Degree (higher degree accepted) in business administration, public administration, project management, healthcare, operations, or a related field.

Minimum Experience:

• 5 years Operations coordination, infrastructure support, or administrative management within a complex organization.
• 5 years Experience developing policies and SOPs, managing project timelines, and producing KPI reports or performance dashboards to support cross-functional initiatives.

Required Licenses/Certifications: 

• TXDL Upon Hire
• Lean Six Sigma Green Black Belt Within 6 months