Director, Managed Services Operations

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.

Benefits

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs

About the role

The Director, Managed Services Operations provides strategic and operational leadership across a portfolio of outsourced, site-based service lines within a complex, multi-location environment. This role combines day-to-day operational oversight with long-term strategic planning to drive performance improvement, financial optimization, and vendor accountability. The Director acts as a systems thinker and execution-oriented leader who translates enterprise strategy into operational outcomes while building strong partnerships with internal stakeholders and third-party service providers.

Responsibilities

• Operational Leadership
  • Provide leadership and operational oversight for multiple managed service programs across diverse locations.
  • Ensure consistent execution of service standards, regulatory compliance requirements, and performance expectations.
  • Lead cross-functional collaboration to align operational activities with organizational priorities.
  • Drive accountability through performance dashboards, key performance indicators (KPIs), and structured business reviews.
• Strategic Planning & Operational Optimization
  • Develop and implement multi-year service delivery strategies aligned with enterprise supply chain objectives.
  • Identify opportunities to standardize processes, improve scalability, and enhance integration of service lines.
  • Lead transformation initiatives focused on operational efficiency, sustainability, and innovation.
  • Partner with senior leadership to forecast service demand, plan operational capacity, and manage potential risks.
• Process Improvement
  • Champion continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.
  • Analyze operational data to identify opportunities to improve cost efficiency, service quality, and operational performance.
  • Implement best practices to reduce waste, improve turnaround times, and optimize resource utilization.
  • Establish governance frameworks to ensure consistency, standardization, and repeatability across multiple locations.
• Vendor & Contract Management
  • Serve as the executive liaison for third-party service providers.
  • Lead contract negotiations, vendor performance management, and renewal strategies.
  • Establish and monitor service-level agreements (SLAs) to ensure vendor compliance and service quality.
  • Drive value through strategic sourcing initiatives, benchmarking, and supplier performance optimization.
  • Mitigate operational and financial risk through structured vendor oversight and governance.
• Financial & Performance Management
  • Lead budget development, forecasting, and financial performance monitoring.
  • Identify opportunities for cost containment and productivity improvement.
  • Deliver measurable improvements in operational margin, cost per unit, and service performance metrics.
  • Provide executive-level reporting and performance insights to leadership stakeholders.
• Team Leadership & Culture
  • Build, develop, and lead high-performing teams across multiple sites.
  • Foster a culture focused on accountability, operational excellence, and continuous improvement.
  • Coach and mentor leaders to strengthen operational discipline and stakeholder engagement.
  • Promote safety, compliance, and ethical standards across all operational activities.
• Perform additional duties as assigned.

Schedule

Hybrid — This position splits time between remote work and in-office presence.

Less than 10% travel may be required.

Requirements

• Education: Bachelor’s degree in Supply Chain, Business, Operations, or a related field.
• Experience: Minimum 8+ years of progressive leadership experience in managed services, supply chain operations, or multi-site operational management.
• Knowledge, Skills, and Abilities:
  • Demonstrated success in vendor management and contract oversight.
  • Strong financial acumen including budgeting, forecasting, and P&L responsibility.
  • Proven experience leading operational process improvement initiatives.

Preferred Qualifications

• Education: Master’s degree in Supply Chain, Business, Operations, Administration, or a related field.
• Experience: Experience working in highly regulated or complex operational environments.
• Certifications: Lean, Six Sigma, or other continuous improvement certification preferred.

Work Environment

Physical Requirements: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.

Environmental Factors: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste; Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators.