WME Data Operations Lead

Job Description Job Description Data Operations Lead
Patient CRM Data Operations & Stewardship
Position Summary
The Data Operations Lead is responsible for ensuring operational excellence, reliability, monitoring, stewardship, and continuous improvement of patient data across the Patient CRM ecosystem. This role acts as the operational business owner for CRM data, providing leadership for data quality monitoring, incident management, stewardship operations, archival strategy, production change governance, and data issue remediation.
The role serves as the primary escalation point for data-related operational issues and ensures that patient data remains accurate, compliant, and business-ready
Key Responsibilities
1. Data Incident & Problem Management

• Act as primary escalation point for CRM and Portal data incidents.
• Lead root cause analysis and corrective action planning.
• Coordinate with business, technology, and vendor teams during incident resolution.
• Establish permanent fixes and preventive controls

2. Data Quality Monitoring & Observability

• Define and operationalize enterprise data quality monitoring framework.
• Develop dashboards, alerts, scorecards, and operational metrics.
• Monitor critical data elements and identify emerging risks.
• Drive proactive remediation and prevention activities

3. Data Stewardship Operations

• Execute stewardship processes and governance decisions.
• Manage operational workflows supporting patient identity, demographic updates, duplicates, and exceptions.
• Coordinate adjudication activities across business and technical stewards.
• Maintain decision logs and stewardship metrics.

4. Data Detoxification & Remediation

• Own data cleanup, remediation, and correction strategies.
• Establish data detoxification framework.
• Prioritize remediation backlogs based on business impact and compliance risk.
• Drive continuous data quality improvement.

5. Data Change Management

• Serve as business owner for all production data change requests.
• Perform impact assessments and coordinate approvals.
• Manage data changes across CRM, portals, MDM, integrations, and downstream platforms.
• Ensure governance adherence for production updates.

6. Data Archival, Backup & Recovery

• Own business requirements and operational processes for:
  • Data archival
  • Retention
  • Backup
  • Recovery
• Ensure alignment with compliance, legal, privacy, and business continuity requirements.

7. Operational Readiness & Product Launch Support

• Support new product launches and business changes from a data readiness perspective.
• Ensure monitoring, stewardship, controls, and reporting are operationally ready before deployment.
• Coordinate operational acceptance activities.

8. Operational Governance Execution

• Execute governance policies defined by the Data Governance organization.
• Validate adherence to controls, standards, and procedures.
• Support audit readiness through operational evidence and reporting.
• Drive adherence to service levels and operational KPIs.

Qualifications
Required

• Bachelor's degree in Data Management, Information Systems, Healthcare, or related discipline.
• 8-10 years of experience in:
  • Data Operations
  • Data Quality
  • CRM Support
  • Data Stewardship
  • Incident Management
• Experience supporting patient, provider, or regulated healthcare data environments.

Preferred

• Salesforce Life Sciences Cloud or Health Cloud experience.
• Experience with data quality tools, observability platforms, and operational dashboards.
• Knowledge of MDM, patient identity management, and stewardship operations.
• Familiarity with HIPAA, PHI handling, and audit requirements.

Success Metrics

• Reduction in recurring incidents.
• Data quality score improvements.
• Faster incident resolution times.
• Reduced stewardship backlog.
• Audit readiness and compliance adherence.
• Improved operational SLA attainment.
• Increased business confidence in CRM data.