Director – Finance Shared Services

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

📋 Description

• Manage AskFinance operations, encompassing intake and triage, case management, escalation procedures, and daily service delivery.

• Supervise staffing, workload distribution, and resource planning initiatives.

• Track service volumes, cycle times, backlogs, quality metrics, and customer feedback.

• Set service levels, operational metrics, dashboards, and reporting frameworks.

• Direct AskFinance governance, including escalation pathways, service evaluations, prioritization, and performance reporting.

• Define and refine the AskFinance service model, service catalog, routing logic, escalation criteria, and ownership responsibilities.

• Ensure operational controls, documentation, standard operating procedures, policy alignment, and readiness for audits.

• Create standardized procedures, workflows, decision trees, and knowledge resources.

• Collaborate with technology and process owners to improve tools, workflows, reporting, and user experience.

• Drive continuous improvement and develop a strategic roadmap to enhance, expand, and scale AskFinance.

• Work alongside Finance leaders and subject matter experts to refine support models, ownership structures, handoffs, and issue resolution processes.

• Cultivate relationships across Stanford Medicine and work with operational, technical, and enabling partners.

• Assist in readiness initiatives, communication strategies, training coordination, and the adoption of new processes and tools.

• Collect customer feedback and lead communications regarding service priorities, performance updates, and changes.

• Lead, mentor, and develop staff; execute supervisory tasks including interviewing, hiring, training, performance management, and employee relations.

• Execute additional duties as assigned.

⛳️ Requirements

• Bachelor's Degree from an accredited institution.

• Eight (8) years of progressively responsible experience in shared services, finance operations, customer support operations, or other relevant leadership roles in operations.

• Proven experience in leading service-oriented operations with accountability for performance, staffing, workflow management, and measurable outcomes.

• Experience in enhancing operational processes, service delivery models, reporting structures, knowledge resources, or customer support methods within a complex organization.

• Preferred experience in finance shared services, ERP support, service desk operations, or business operations in healthcare, an academic medical center, or a similarly structured environment.

• Familiarity with service management, case management, workflow, or reporting tools is preferred.

• Knowledge of intake, triage, case management, workflow oversight, and escalation management practices.

• Understanding of service metrics, reporting systems, dashboards, service model design, and governance practices.

• Knowledge of operational controls, documentation standards, policy compliance, and audit readiness.

• Familiarity with process standardization, knowledge management, and service delivery methodologies.

• Ability to forge partnerships across finance, operational, technical, and program teams within a complex, highly matrixed organization.

• Excellent written, verbal, facilitation, and presentation skills.

• Proven ability to lead, coach, and develop teams effectively.

• Strong judgment, prioritization, and leadership abilities.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.