Crossix
New York, NY

Service Delivery Lead at Crossix

| Greater NYC Area
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What You’ll Do

As the Service Delivery Lead, you will lead a team responsible for creating and owning the processes, metrics and capabilities for ensuring successful delivery of our Analytics Products as a part of the Technical Operations team. 

You and your team will own the creation of metrics and dashboards for measuring successful delivery of our data network and platform to the enterprise suite of Analytics Products and teams of Analysts, which is central to our core business.

You’ll design, establish and own system and SLA monitoring, as well as actively identify and work through issues to continuously improve our product and technical delivery. You’ll collaborate closely with Product Management, Development, and DevOps to build these foundational capabilities.

If you’re excited about processes and metrics, and leveraging these to drive continuous improvement of our processes to better serve our customers, this is a great opportunity to design these capabilities from the ground up.

  • Build and lead a team responsible for qualitative and quantitative management of the delivery processes
  • Design, implement, monitor and continuously improve upon SLA metrics & management reporting
  • Identify areas of weakness in services and raise them with the product and technology teams for long-term resolution or mitigation
  • Act as an incident coordinator – liaise between technical teams, executive leadership and customers to ensure effective resolution, adoption of workarounds and communication during outages or service degradation
  • Act as a point of escalation for internal support – triage requests for the impact on business operations
  • Produce post-incident reporting with clear root-cause analysis and actionable follow-up
  • Implement and be responsible for the adoption of problem management and a KEDB (Known Error Database)
  • Work across the DevOps teams (co-located in Tel Aviv and NYC) to plan maintenance events around complex dependencies from analytics users

What You’ve Done

  • 3+ years of relevant experience in service delivery, including:
    • Developing and reporting on service level KPIs
    • Incident management / coordination
  • Experience in building and leading teams
  • Proficient in SQL
  • Experience developing dashboards, visualizations and reports using data visualization tools, such as Spotfire or Tableau
  • Experience working directly with technical and product teams to measure and continuously improve service levels
  • Methodical and organized, with demonstrated capabilities in project and issue management
  • Excellent verbal and written communication skills

Nice to Have

  • Knowledge of ITIL
  • Understanding of cloud technologies - a qualification like AWS Certified Cloud Practitioner
  • Cursory understanding of big-data and distributed processing systems such as Hadoop, Spark, EMR, Redshift, S3, Kubernetes

About the Team – Crossix is the market leader in delivering hard-to-come-by insights that enable healthcare marketers to plan, measure, and optimize their marketing campaigns with confidence. Using our own proprietary technology and network of health and non-health data, our analyses pinpoint the tactics, programs, and channels that improve performance and boost sales, enabling better healthcare communications. And we do it all while protecting consumer privacy.

Leadership – With decades of combined experience and an unrivaled track record of healthcare innovation, our leadership team sets the standard for us. Their knowledge and expertise continually challenge us and the industry – through their work, their speaking engagements at conferences and their thought leadership published in the top industry publications.

Culture – We know that our employees set us apart. Along with competitive salaries and benefits, we invest in creating compelling opportunities for professional development and career growth. We also believe that diversity is essential to building an environment where everyone can feel they belong. We’re continuously building an inclusive company where everyone feels welcome and heard. Come join our rapidly growing team!

We are an equal opportunity employer and welcome all qualified applicants regardless of race, color, religion, sex, gender identity, sexual orientation, marital status, ancestry, national origin, age, disability, genetic information, or veteran status.

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Where we are

We're in the center of the Garment District--a stone's throw from Bryant Park, with easy access to subways, Penn Station, and Port Authority.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • D3JSLibraries
    • boto3Libraries
    • PandasLibraries
    • ASP.NETFrameworks
    • FlaskFrameworks
    • AWS LambdaFrameworks
    • JenkinsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • AWS RedshiftDatabases
    • AWS AuroraDatabases
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
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What are Crossix Perks + Benefits

Culture
Volunteer in local community
Crossix participates in local volunteer activities, including bi-weekly lunches with the AHRC, delivering meals with Meals on Wheels, working with Montefiore Medical Center, etc.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Crossix has an incredibly active Culture Club where members come up with creative events and programs from our summer outing to themed happy hours and volunteer opportunities throughout the year.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses.
Tuition Reimbursement
Lunch and learns
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Frequent Team-Building Activities and a Private Rooftop

An Insider's view of Crossix

What are some social events your company does?

Crossix encourages team and company-wide events, so we have activities like happy hours, Escape the Room outings, pizza making as well as field day and community service events.

Sean Bell

Analytics Services Manager

What's the biggest problem your team is solving?

My team is starting to do a lot more work in retail pharmacy, so we need to think about how the goals of retail pharmacy clients differ from pharma clients and how to tailor analyses to provide insights that meet these goals

Kate

Analytics Services Senior Manager

How does the company support your career growth?

From your immediate manager and up, there’s a culture of support that manifests in regular check-ins, growth plans geared towards giving you the kinds of work you’re interested in, and plenty of feedback in both directions.

Hart

Channel Partner Manager

How do you empower your team to be more creative?

Innovation is in our company DNA and everyone on the team is always encouraged to bring new and unique ideas to the table. Our Culture Club also organizes creative initiatives that make our working environment more collaborative and fun.

Asaf

CEO

Jobs at Crossix
11

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Sales
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Agency Partner

Crossix
Greater NYC Area
3 hours ago
+29
Understand and effectively communicate Crossix and Veeva’s value proposition, technology, processes, and partnerships as they are related to the working dynamic with agencies. You’ll know everything about the holding company and agencies within your list. Inclusive of planning and buying processes, accounts in review and won, roles of leadership, and technology platforms. You are the core resource and expert on agency people, processes, and performance.  You will own and lead the relationship management across agency teams and their senior leadership. Engage and educate our agency customers on the value of Veeva Crossix solutions and how they create more value for our shared Life Sciences customers.  You will work in partnership with Life Sciences sales and dedicated Client Service commercial teams to promote and enable agency success with Crossix Analytics’ products and services. Ensure and consistently validate agency is clear on the value of Crossix Analytics and consistently recommending the DIFA platform as an integral campaign component.

Analytics Manager, Customer Success

Crossix
Greater NYC Area
3 days ago
+29
You will be accountable for working with senior members of the client success team to provide pre-sales reporting and analytics support, conduct and manage research workstreams to grow our team’s therapeutic area and data network knowledge base, and respond to client data inquires with speed and self-sufficiency. This is a hands-on role and a great opportunity for someone who is passionate about health care data and excited to bring that knowledge and enthusiasm to customers at the forefront of innovation in the healthcare technology space.

Healthcare Data Terminologist – Veeva Data Cloud

Crossix
Greater NYC Area
1 week ago
+29
As the Healthcare Data Terminologist on Veeva Data Cloud, you will help drive the design, build and execution of terminology libraries from the ground up for our new suite of Health Data Products. You’ll focus on understanding and improving existing sources, curating new assets, and identifying gaps in our data to drive continuous improvement. You are passionate about healthcare data and terminologies, have a master’s degree or equivalent work experience in healthcare informatics, public health, and/or hands-on experience with organizing, curating, and managing health data ontologies and mappings. Ideally, you also have experience working with medication data, ontology management systems, and working in a corporate setting.

Account Executive

Crossix
Greater NYC Area
1 week ago
+29
To be successful in this role, you are strong at communicating across various business functions, organizational levels (including C-level), and brand marketing departments. Creativity, initiative, and the ability to work effectively within a growing team are critical. You are also someone who is humble, hungry, and smart – you put the success of the team ahead of your own; you have a relentless drive to do what it takes to succeed; and you find a way to overcome obstacles and solve business problems.

Analytics Services Manager

Crossix
Greater NYC Area
1 week ago
+29
Crossix is a health-focused technology company dedicated to advancing healthcare marketing with analytics and innovative planning, targeting, measurement, and optimization solutions. Positioned at the center of big data, innovative technology, and multichannel media, Crossix, a Veeva Company, provides our clients with insights to help make strategic business decisions and drive improved patient outcomes. Crossix knows that our employees are integral to our success, which is why we have created an inclusive culture where everyone can thrive. Crossix is headquartered in midtown Manhattan with opportunities to work in our NYC office and other locations around the country. Along with competitive salaries and benefits, we invest in opportunities for professional development and career growth, and provide other amenities like a beautiful rooftop, team bonding activities, etc.

Analytics Services Director

Crossix
Greater NYC Area
1 week ago
+29
Crossix is a health-focused technology company dedicated to advancing healthcare marketing with analytics and innovative planning, targeting, measurement, and optimization solutions. Positioned at the center of big data, innovative technology, and multichannel media, Crossix, a Veeva Company, provides our clients with insights to help make strategic business decisions and drive improved patient outcomes. Crossix knows that our employees are integral to our success, which is why we have created an inclusive culture where everyone can thrive. Crossix is headquartered in midtown Manhattan with opportunities to work in our NYC office and other locations around the country. Along with competitive salaries and benefits, we invest in opportunities for professional development and career growth, and provide other amenities like a beautiful rooftop, team bonding activities, etc.

VP, Crossix Analytics Services

Crossix
Greater NYC Area
1 week ago
+29
Crossix is a health-focused technology company dedicated to advancing healthcare marketing with analytics and innovative planning, targeting, measurement, and optimization solutions. Positioned at the center of big data, innovative technology, and multichannel media, Crossix, a Veeva Company, provides our clients with insights to help make strategic business decisions and drive improved patient outcomes. Crossix knows that our employees are integral to our success, which is why we have created an inclusive culture where everyone can thrive. Crossix is headquartered in midtown Manhattan with opportunities to work in our NYC office and other locations around the country. Along with competitive salaries and benefits, we invest in opportunities for professional development and career growth, and provide other amenities like a beautiful rooftop, team bonding activities, etc.

Senior Technical Product Manager, Audience Data

Crossix
Greater NYC Area
1 week ago
+29
Crossix is seeking an intellectually curious, adaptable, resourceful, and collaborative Senior Technical Product Manager, Audience Data to join our Analytics Products team. These are exciting times at Crossix as we grow our business and expand our product offerings to provide increasingly transformative insights to drive marketing decisions at the intersection of big data, health informatics, healthcare marketing, and media!

Senior Data Scientist

Crossix
Greater NYC Area
1 week ago
+29
Crossix is seeking intellectually curious, resourceful, and collaborative Senior Data Scientists to join the Veeva Data Cloud team. This is an excellent opportunity to help us build the technology and data science products that power Veeva Data Cloud and be at the forefront of innovation in the healthcare technology space.

Product Management Director, Audience Products

Crossix
Greater NYC Area
1 week ago
+29
This role will have product ownership responsibility for Crossix Audience Products. This includes the development of audience targeting, working with and managing our data partners, and establishing a product and business roadmap for continued growth. The role will also act as an subject-matter expert in the use of data and audience targeting when working with marketers, agencies, and platforms.

Principal Data Scientist

Crossix
Greater NYC Area
1 week ago
+29
Crossix is seeking intellectually curious, resourceful, and collaborative Principal Data Scientists to join the Veeva Data Cloud team. This is an excellent opportunity to help us build the technology and data science products that power Veeva Data Cloud and be at the forefront of innovation in the healthcare technology space.