VP, 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 staff, and global personnel

• Take ownership of regional KPI performance, which encompasses TAT, OTD, quality, productivity, and standardization

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

• Collaborate with Workforce Management to predict labor demands and ensure suitable staffing levels

• Analyze regional KPI trends and develop action plans to enhance performance

• Spearhead continuous improvement initiatives and transformation projects

• Address operational escalations that are directed through Account Management

• Work cross-functionally with NOC, Training, Implementation, Product, Compliance, Account Management, and Go-To-Market teams

• Mentor and cultivate Managers and emerging leaders

• Promote the adoption of digital and global workflows

• Design and refine the service delivery operating model

• Lead large-scale delivery transformations that involve standardization, automation, and technological advancements

• Ensure that delivery capabilities expand without proportional increases in cost or headcount

• Review and address negative and neutral customer service feedback

• Analyze monthly regional budgeting and financial reports, including those from Cognos

• Monitor financial performance and quality, clarify financial discrepancies, and uphold budgetary controls

• Manage hiring, training, motivation, coaching, development, disciplinary actions, and termination of associates within the reporting hierarchy

• Meet SLAs, quality and cost objectives, delivery scalability, transformation execution, engagement, and retention goals

⛳️ Requirements

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

• Strong leadership skills with the capability to develop leaders of leaders

• Proficient in operational KPIs and data-driven decision-making

• Experience in managing compliance-driven, standardized workflows

• Ability to navigate change and implement new processes across diverse teams

• Excellent collaboration skills with cross-functional partners

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

• Background in leading transformation or standardization programs (preferred)

• Lean/Six Sigma experience (preferred)

• Must be eligible to work without the need for employment sponsorship

• May be required to undergo post-offer health screenings and vaccination protocols

🏝️ Benefits

• Comprehensive total rewards strategy

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

• Reasonable accommodations for individuals with physical and mental disabilities

• Commitment to Equal Employment Opportunity in the workplace

• Optional participation in anonymous demographic surveys

• No employment sponsorship provided