Vice President – Service Delivery

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

📋 Description

• Oversee regional operations across various markets, including Managers, Supervisors, frontline, and Global staff.

• Take ownership of regional KPI performance metrics such as TAT, OTD, quality, productivity, and standardization.

• Ensure compliance with standardized workflows and adherence to regulatory requirements across all locations.

• Collaborate with Workforce Management to predict labor requirements and guarantee adequate staffing levels.

• Analyze regional KPI trends and devise action plans to enhance performance.

• Spearhead continuous improvement initiatives and assist with transformation pilot programs.

• Address operational escalations directed through Account Management.

• Collaborate with NOC, Training, Implementation, Product, Account Management, Go-To-Market, and Compliance teams.

• Mentor and nurture Managers and emerging leaders within the organization.

• Promote the adoption of digital and global workflows.

• Develop and refine the service delivery operating model.

• Lead significant delivery transformations that focus on standardization, automation, and technological enablement.

• Enhance delivery capabilities without a proportional increase in costs or workforce.

• Review, evaluate, and address negative and neutral customer service survey feedback.

• Analyze monthly regional budgeting and accounting reports, including Cognos, to uphold budget and expenditure controls.

• Assess financial performance and quality reports, providing explanations for variances.

• Supervise hiring, training, motivation, coaching, development, discipline, and termination of associates within the reporting structure.

• Metrics for success include SLA, quality, cost, scalability, operational leverage, transformation execution, engagement, and retention.

⛳️ Requirements

• Extensive experience in leading multi-site healthcare or large-scale operations teams.

• Strong leadership skills with the capacity to cultivate leader-of-leaders.

• Proficient in operational KPIs and making data-driven decisions.

• Experience in managing compliance-driven, standardized workflows.

• Ability to implement change and scale new processes across varied teams.

• Excellent collaboration skills with cross-functional partners.

• Experience in HIM, ROI, or similar regulated operational settings (preferred).

• Background in leading transformation or standardization initiatives (preferred).

• Lean/Six Sigma experience (preferred).

• Must be authorized to work in the United States; this position does not offer employment sponsorship.

• May require post-offer health screenings and proof and/or completion of vaccinations.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Committed to Equal Employment Opportunity policies.

• Post-offer health screenings and vaccinations as mandated by clients.

• Reasonable accommodations available for individuals with physical and mental disabilities.

• Optional anonymous demographic questions that do not influence the application process.