Manager, Data Exchange Support

What you’ll do

In a few words…

Abarca is igniting a revolution in healthcare.  We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

Our Data Exchange team handles all incoming and outgoing data with scrutiny and security in mind. As Manager of Data Exchange Support, you will lead our efforts in improving and maintaining a robust 24/7 support model for our B2B data exchange services, ensuring high availability, reliability, and exceptional customer experience.

The fundamentals for the job…

• Establish and maintain KPIs for data exchange operations, focusing on client satisfaction, response time, and resolution efficiency.
• Enhance observability and monitoring through automation, implementing tools and techniques to proactively identify and address issues.
• Establish proper managerial routines to address issues in a timely manner, ensuring swift resolution and minimizing impact on operations.
• Develop and implement team Service Level Objectives (SLOs), creating comprehensive dashboards to track performance and guide decision-making.
• Lead and institutionalize a robust Root Cause Analysis process for all major incidents and recurring issues. Translate RCA findings into actionable improvement plans and preventive measures.
• Collaborate with business data management teams, engineering, and clients to ensure seamless data exchange and support processes.
• Manage and prioritize multiple projects and support tickets, ensuring adherence to service level agreements (SLAs).
• Manage, coach, and develop a team of data support specialists.
• Lead the transition to support 24/7 operations, collaborating with the Network Operations Center (NOC) to optimize processes.
• Partner with engineering teams on optimizing data pipelines to ensure data quality, consistency, and accessibility across the organization.
• Partner with engineering teams on initiatives to address technical debt and improve testing processes.
• Create and maintain comprehensive documentation for relevant support procedures.
• Oversee disaster recovery and business continuity planning for data systems.

What we expect of you

The bold requirements…

• Bachelor's Degree or Master's Degree in Computer Engineering, Computer Science, or related field. (In lieu of a degree, equivalent relevant experience may be considered.)
• 8+ years of experience in data engineering operational role. 
• 2+ years of experience in a managerial role.
• Excellent leadership, problem-solving, and decision-making skills.
• Outstanding collaboration, communication, and interpersonal skills.
• Proven ability to establish and maintain operational routines and drive continuous improvement.
• Experience in managing and reducing incidents and recurrent issues in data operations.
• Familiarity with cloud platforms (AWS, GCP, or Azure) for data engineering.
• Strong customer service orientation with a track record of building relationships with internal and external stakeholders.
• Proficiency in implementing and managing observability and monitoring solutions for complex data systems.
• Experience in establishing and tracking Service Level Objectives (SLOs) and creating performance dashboards.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only)
• This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
• This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).

Nice to haves…

• Certifications in process excellence methodologies (e.g., Six Sigma, Lean) or ITIL.
• Familiarity with HIPAA regulations.
• Experience in ETL design and implementation.
• Advanced knowledge of automation tools and techniques for data engineering and support processes.
• Experience with healthcare utilization reporting, claims, membership, provider data, and standard Healthcare metrics.

Physical requirements…

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves.  We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify.  “Abarca Health LLC does not sponsor employment visas at this time”

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.

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