Director, Business Operations Support Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full responsibility and lead the execution of process and technology enhancement initiatives for Claims Adjudication BPaaS clients.

• Ensure operational excellence across a range of BPaaS client accounts, effectively balancing performance, risk, and value realization at scale.

• Oversee intricate program planning and execution, which includes managing timelines, resource distribution, risk assessment, and communication with executive stakeholders.

• Conduct operational evaluations and collaborate with functional leaders to pinpoint inefficiencies, scalability issues, and potential improvement areas.

• Create clear requirements centered on the desired business outcomes for customer-initiated changes and other strategic initiatives.

• Execute root cause analysis and formulate actionable recommendations for process optimization and measurable performance enhancement.

• Document work procedures and design training programs to facilitate Operations enablement and change management.

• Develop and sustain program dashboards to monitor KPIs, cost reductions, efficiency improvements, and transformation results.

• Coordinate multidisciplinary teams to enact process enhancements, automation, and workflow optimization on a large scale.

• Guarantee the standardization and widespread adoption of processes and best practices across client accounts.

• Partner with technology teams to promote and support automation initiatives (RPA, AI/ML).

• Lead change management initiatives to ensure the acceptance, sustainability, and long-term value realization of improvements.

• Facilitate governance processes, which include executive review schedules and escalation procedures.

• Relay program status, risks, and outcomes to executive stakeholders and client leadership.

• Mentor and nurture team members, fostering the development of future operational leaders within the operational excellence domain.

⛳️ Requirements

• 8+ years of experience in operational excellence, process improvement, or direct operational management within complex, multi-client, and/or enterprise service settings.

• 3+ years of leadership experience overseeing intricate, cross-functional programs or initiatives that have executive-level visibility.

• Profound knowledge of BPaaS operations, especially within regulated healthcare settings such as enrollment, claims processing, and contact center operations.

• Demonstrated ability to deliver measurable and sustained enhancements in cost, quality, efficiency, and operational performance at scale.

• Strong program management, analytical, and executive stakeholder engagement capabilities.

• Bachelor’s degree or an equivalent combination of education and practical experience is required; Lean Six Sigma and project management training, or demonstrated hands-on leadership of large-scale process improvement initiatives, are highly preferred.

🏝️ Benefits

• HealthEdge is an equal opportunity employer.

• Commitment to workforce diversity.

• Candidates may be subject to a pre-employment criminal background check.