Director - Operations

POSITION TITLE: Director, Operations - Provider Position Description: The Director of Operations is responsible for ensuring exceptional client delivery outcomes and customer satisfaction. The Director will be responsible for leading, motivating and supervising the management team while fostering a positive work culture. This role will direct and coordinate the overall performance of the assigned service center in accordance with identified company goals and objectives, to obtain optimum efficiency, qualitative insights and service to customers while maximizing profits and managing the fluctuating department workloads. The Director will partner closely with customers, project teams, and internal stakeholders to ensure contracted services are delivered on time, within scope and budget, and aligned with quality standards. Primary Roles and Responsibilities: Provide leadership for critical Provider functions, including operational performance management, process governance, and quality assurance. Oversee end-to-end operational workflows and ensure alignment with enterprise-wide KPIs, service-level objectives, and regulatory requirements. Partner with the leadership to set departmental vision, define operational strategies, and drive initiatives that improve customer engagement and overall efficiency. Champion a high-performance culture by leading, mentoring, and developing Contact Center leadership teams, including supervisors, team leaders and frontline representatives. Collaborate with the Training and Quality Assurance teams to support curriculum development, employee readiness initiatives, and competency evaluations. Interpret and evaluate operational dashboards, performance metrics, and trend analyses to proactively identify challenges and lead corrective action plans. Provide qualitative feedback, develop solutions and resolve complex customer issues while ensuring that service delivery standards remain exceptional. Maintain strict adherence to all regulatory, compliance, and internal policy requirements related to operations and insurance industry standards. Stay current on emerging industry legislation, technologies, and best practices, integrating relevant advancements into the Contact Center's strategic roadmap. Provide leadership to employees and regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions. Coach, train, and develop employees; set goals and lead to success. Conduct employee interviews and make staffing recommendations, as needed. Oversee service center staffing, budgeting, administrative support, purchasing, technical requirements and related functions of operations Establishes, implements, and enforces office policies and procedures and sets workflow priorities and standards. Drive financial and operational performance by analyzing key business drivers, building cost and performance models, supporting revenue and margin forecasting, partnering with Finance and Business teams on efficiency initiatives, and maintaining strong financial and compliance controls across business units. Preparing operational P&L, MIS, and analyzing the same for Business reviews/ Presentation. Handling complex ad-hoc requests including transaction support requests with a short turnaround time and supplementing such requests with appropriate analysis and comments. Manages client relationships by evaluating performance data, participating in weekly and/or monthly conference calls to the client, and potentially visiting the client every quarter. Works with staff to establish and implement short-and long-range departmental goals and objectives; monitors, evaluates, and communicates program effectiveness; effects changes required for improvement. Coordinate and participate in special events and recognition programs to acknowledge and celebrate staff and their accomplishments. Other duties as assigned. Qualifications and Skills: Bachelor's degree in Business, Operations, or related field, or equivalent experience. 7+ years of progressive contact center or operations leadership experience including setting goals and managing performance. Preferred 7-10 years Healthcare experience Experience leading large-scale, multi-channel contact center environments Strong understanding of regulated Healthcare environments. Proven ability to lead, inspire, and develop a large, diverse Contact Center team. Demonstrated ability to operate strategically while also managing complex operational demands. Expertise in data analysis, forecasting, and problem-solving using structured data and analytics tools. Ability to effectively present operational results to leadership. Strong change-management skills with the ability to guide teams through evolving requirements, technologies, and processes. Exceptional organizational, planning, and prioritization skills in a fast-paced environment. Excellent interpersonal skills with the ability to professionally interact with teams across departments. Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint, and Outlook. Proven mathematical and analytical skills. Good Financial Management skills Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters.

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