The Director of Technology and Digital Services is responsible for ensuring that NAHQ’s digital and IT services align with the Society’s vision, business strategy, long-term objectives, and financial goals. The individual will evaluate and implement new technology and infrastructure to streamline business processes, increase employee productivity, and improve the quality of customer experience/care. This role manages all vendors who deliver information technology systems and digital services to NAHQ. The Director manages internal/external support practices, and leads/oversees team-based projects. The individual will manage database and analytics practices to drive enterprise decisions.
Anticipates future opportunities for NAHQ, and keeps organization current with competitive trends, new technologies, and industry standards. Champions innovation.
Serves as internal digital consultant for leadership, project managers, and operations team to identify and prioritize needs, evaluate options, and recommend solutions. Provides business process evaluations, requirements, and risk assessments to match up with existing and future technology architectures.
PROGRAM AND FINANCIAL MANAGEMENT
Oversees Digital Strategy portfolio. Ensures appropriate technology infrastructure, support, and expertise is in place for the association to operate effectively and to meet its long-term objectives.
Provides program management oversight for approved digital projects, monitoring timelines, deliverables, resource allocation, risk management, and contingency planning.
Manages technology and data budget while achieving stated key performance indicator objectives.
Takes steps to decrease chances of internal/external data breach. Sets and executes backup and security policies that protect NAHQ from implications of such breaches.
Defines and executes against organization’s business analytics and database practices.
Develops and executes communication plan to keep staff informed of best practices, upgrades, new functionalities, and changes in technology. Ensures effective training and adoption occurs for all NAHQ technologies.
Oversees general network, infrastructure, and application support, including helpdesk support and system maintenance.
Performs employee onboarding/offboarding related to IT (equipment, passwords, etc.).
Manages NAHQ’s information technology systems and digital service vendors, including website support (Sandstorm); CRM Solution (Nimble); voice over IP (Mitel); webinars (Go To Meeting); Learning Management System (YM Learning); e-mail and workspace collaboration (MS Office 365/SharePoint), contracted IT support (Team Logic IT) and other solutions as acquired by the organization.
Maintains strong working relationships with consultants and vendor partners of digital solutions. Interfaces with partners on new projects and planned enhancements/releases to centralize efficient decision-making.
Manages contracts and ensures that service level agreements and business requirements are met. Holds partners accountable to deliver expected outcomes.
MINIMUM QUALIFICATION OR EXPERIENCE
Education: Bachelor’s Degree in technical field; substantially equivalent business experience may be accepted; MBA or equivalent five additional years business experience is a plus.
Experience: 7 + years of progressive experience in a non-profit association, including program management, vendor management, budgeting, customer support, systems support, as well as customer experience analysis and initiatives.
Strong technical and application expertise
Strong understanding of program management
In-depth knowledge in AMS, LMS, CMS O-360; Help Desk; Phone FMS or similar applications
Expert knowledge of customer relations/member relations management systems
Customer-service mindset; proactive problem solver by nature
Demonstrated willingness to be versatile, effective, and tolerant in a changing work environment
Strong analytical and research skills
Excellent interpersonal and written/verbal communication skills
Lifting: Depends on Position – will use proactive safety measures
Vision: Computer, phone, client interaction
Goal oriented, with a focus on strategy and solutions excellence. Able to handle multiple competing priorities, manage “big picture”, and delegate appropriately.
Ability to travel up to 5% annually.
This position is vital to the success of NAHQ and the person must bring, in addition to professional knowledge, a personality well-suited to work with numerous individuals (staff, members, certificants, vendors, sponsors, etc.). NAHQ is a collaborative, innovative, and open environment that asks its staff to demonstrate ethical behavior and business practices that align with the values of the organization.
About National Association for Healthcare Quality
Founded in 1976, the National Association for Healthcare Quality (NAHQ) is the only organization dedicated to the dynamic healthcare quality profession, defining the standard of excellence for the profession, and equipping professionals and organizations across the continuum of healthcare to meet these standards.