Manager, Analytics Services (Consumer Experience and Call Center)

About the Team

Sentara Health is a tobacco-free environment dedicated to the mission "to improve health every day." With a workforce of nearly 30,000 members, the organization prides itself on diversity, inclusion, and belonging, ensuring its team reflects the communities it serves. This role sits within the Informatics infrastructure, leveraging data engineering and visualization tools to drive clinical excellence and operational performance.

About the Role

The Manager of Analytic Services leads a multidisciplinary analytics team focused on enhancing consumer and patient experience, with a specific emphasis on call center analytics and operational improvement. This position exists to bridge the gap between complex data and strategic decision-making, collaborating with organizational leadership to define and deliver advanced analytics solutions.

In this role, you will utilize expertise in Sentara's informatics infrastructure to develop, interpret, and communicate analytical models. You will partner with business and clinical leaders to align analytic strategies with enterprise goals, translating complex data into actionable insights, dashboards, and visualizations for diverse audiences. The day-to-day involves managing a portfolio of projects from conception to execution, championing change management best practices, and fostering a culture of continuous learning within the team.

Hiring Process

Candidates are invited to apply through Sentara Health's career portal. The organization utilizes platforms such as Talroo-IT and Indeed for recruitment. Specific interview steps are not detailed in this posting, but the role requires a demonstrated ability to drive consensus and communicate findings to executive leadership.

Equal Opportunity & Culture

Sentara Health is an equal opportunity employer. Diversity, inclusion, and belonging are guiding principles of the organization. This position is located in Norfolk, VA, and operates on a First (Days) shift. For positions available as remote work, Sentara Health employs associates in a wide range of states including Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.