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Operations Manager II

Apply Job ID 1-42172 Date posted 09/11/2019 Location

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary:

Summary: Manage transcription services to meet contractual metrics, customer expectations and employee satisfaction. Deliver quality, on-time transcription services while maximizing employee effectiveness and productivity through detailed capacity planning, employee coaching and service delivery.


  • Responsible to manage a book of business for NTS Transcription services, primarily overseeing delivery of transcription services for assigned accounts.
  • Provide leadership and coaching to a team of Production Employees to deliver TAT (Turnaround Time) / Quality metrics within defined business goals and targets.
  • Perform day-to-day operational analysis of delivery processes, review key performance indicators and perform necessary adjustments to improve service delivery, client satisfaction and financial results.
  • Collaborate with other OM’s (locally/globally) to understand customer business requirements, expectations and feedback to improve/sustain existing service delivery.
  • Participate on customer calls as appropriate in order to present business review updates, services delivery trending, performance updates, obtain customer feedback and present plans of action as required in order to meet contractual metrics.
  • Execute customer satisfaction goals, metrics (i.e. NPS, KLAS)
  • Create a culture of dedication to patient care and patient safety.
  • Manage vendor processes as appropriate in order to meet contractual quality and turnaround time expectations.
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.


Number of Years of Work Experience: Minimum 8 years of experience in managing high volume operations teams, preferably within the medical transcription industry

Required Skills: Ability to effectively manage MLS/vendor teams to meet contracted service delivery SLAs; Ability to drive outcomes; Ability to collaborate with other peers/teams; Ability to manage multiple priorities; Ability to communicate effectively. 

Preferred Skills: Ability to analyze and apply data to effect outcomes; Effective time management

Travel - Up to 10%

Education: Bachelor’s degree preferred; CMT and/or RMT preferred

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.


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