Reliability, Observability & Performance Manager experience with PBM, claims adjudication

Job Title: Reliability, Observability & Performance Manager

Location: Remote
Duration: 12 month contract

Job Summary:

Role Summary

Client move to the Judi platform has gone from mostly building to building, scaling, stabilizing and maturing the platform all at once, with commercial and Medicare migration waves running through 2027. This leader will own how Prime monitors, measures and improves Judi's performance. That means turning scattered alerts, vendor reports and manual checks into one clear, proactive and accountable operating discipline that works across Prime and Judi Health.

Key Responsibilities

Dashboards, Metrics & Observability

Build and own one Judi performance scorecard covering adjudication accuracy and speed, file turnaround (eligibility, accumulators, formulary, MAC/network, claims), NRT lag, API response, system availability and reporting timeliness.

Work with Enterprise Observability (Dynatrace, synthetics) to give everyone access to the same monitoring data.

Define service level indicators and objectives (SLIs/SLOs) and alert thresholds that line up with Prime's incident priority levels.

Add trend reporting, not just point-in-time snapshots: aging, recurring issues, capacity limits, and impact by member, client and claim.

Contribute to the shared Prime Judi partnership health metrics.

Process Design & Operational Maturity

Write the runbooks and standard procedures for monitoring, triage, escalation and hypercare, and make sure they plug into Prime's existing processes: the Emergency Operations Center (EOC), ServiceNow incident and problem management, and the Weekly Availability Review.

Fix alert routing and ownership so every Judi alert reaches the right team with a clear standard procedure.

Track and enforce Judi Health's incident notification commitments.

Set up release-readiness and regression testing gates, performance and stress testing, and disaster recovery testing for Judi.

Make post-go-live monitoring for each migration standard and repeatable.

Backlog Ownership & Prioritization (Internal and External)

Own the performance and reliability backlog across Prime work items, Judi Health JS tickets, and the Feature Request backlog.

Prioritize by member and client impact, risk and contract obligations, and push for delivery commitments and release visibility.

Bring backlog health to governance forums and the joint Judi/Prime performance syncs.

Leadership & Collaboration

Act as the main performance lead with Judi Health's engineering and service delivery teams.

Work with Strategic Solutions, Operations, IT, EOC, Observability, Data Warehouse, Product and account teams.

Explain technical issues in plain business terms for executives and clients.

Required Skills & Qualifications

Technical

8+ years in platform operations, site reliability engineering (SRE), observability or production support, program management.

Experience in PBM, claims adjudication or healthcare preferred.

Hands-on experience with observability tools (e.g., Dynatrace, Grafana, Splunk), dashboarding (Power BI) and SQL.

Knowledge of APIs, batch and real-time file exchange, cloud data platforms (e.g., Redshift, Google Cloud Platform), and NCPDP claims flow.

Experience with ITIL incident, problem and change management in ServiceNow, and with Jira.

Soft skills

Calm, decisive and clear during incidents.

Can influence without authority, both across Prime and with an external vendor.

Writes and presents well to executive and client audiences.

Uses data to make decisions and pushes for root-cause fixes over workarounds.

Organizational

Proven record of building repeatable processes, governance and operating rhythms from scratch.

Strong backlog management and prioritization across competing stakeholders.

Experience managing vendor performance and contracted service levels.

Preferred

Experience with SLOs and error budgets, or with automated quality gates in release engineering.

Bachelor's degree in a technical or business field. ITIL, Agile or SRE certification is a plus.