Lead Director - Service Operations - Digital Transformation

About the role

This role will lead operational priorities focused on execution quality, efficiency, safety, and measurable performance outcomes. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a healthcare environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $231,540 annually

Responsibilities

• Optimize existing technology tools to drive measurable performance improvements
• Identify and adopt new technologies, develop business cases, and lead implementations
• Drive process automation through robotic process automation and AI-enabled solutions
• Lead structured change management initiatives to ensure technology adoption
• Shape Service Ops-wide technology strategy in partnership with leadership
• Design scalable processes to support Service Ops growth and expansion
• Manage a pipeline of prioritized technology initiatives and resources

Qualifications

• 10+ years in shared services (contact center or back office) or healthcare operations leadership
• Proven experience leading cultural and operational transformation within large operational teams
• Successful leadership of vendor selection and large-scale technology deployments for workflow automation tools
• Demonstrated ability to automate high-volume administrative processes such as appointment scheduling
• Strong understanding of enabling technologies for service ops (automation, AI, self-service)
• Commitment to Patient Service Principles with a focus on empathy and inclusivity
• Strong strategic thinking, project management, and executive communication skills

Benefits

• Mission-focused career impacting change and improving health outcomes for Medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments