Director of Provider Services (Operational Transformation)
United StatesFull-TimeDirector
Salary137000 - 247000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 10+ years
Requirements
- 10+ years of leadership experience in large-scale operational environments with a proven record of measurable impact.
- Strong background in managing complex service operations, ideally involving distributed teams and vendor ecosystems.
- Demonstrated success in delivering end-to-end transformation initiatives that improve cost, quality, service levels, or efficiency.
- Strong systems thinking and product mindset, with experience managing roadmaps, KPIs, and cross-functional execution.
- Expertise in operating through metrics, driving accountability, and achieving ambitious performance targets.
- Proven ability to lead through managers and influence senior stakeholders across functions.
- Strong operational rigor, attention to detail, and ability to execute at both strategic and tactical levels.
- Excellent communication and leadership skills, with the ability to drive alignment in complex environments.
- High sense of urgency, resilience, and ability to deliver results in fast-changing contexts.
- Experience leading AI-enabled operational transformation is strongly preferred.
Responsibilities
- Own the end-to-end Provider Services function, including service quality, SLAs, compliance, cost efficiency, and overall provider experience.
- Lead and manage a large-scale, distributed support organization, including offshore teams and external vendors.
- Maintain operational excellence in current processes while designing and implementing a future-state, AI-enabled service model.
- Define and execute transformation roadmaps leveraging AI, voice automation, digital channels, workflow automation, and self-service tools.
- Build and maintain robust performance measurement systems, including KPIs, dashboards, and operational scorecards.
- Develop AI-enabled, human-in-the-loop workflows to improve accuracy, speed, consistency, and provider satisfaction.
- Partner cross-functionally with network and operations teams to address upstream issues and improve end-to-end provider experience.
- Lead organizational change efforts while maintaining stability, momentum, and a strong performance culture.
- Raise organizational capability by setting high standards and developing leadership talent across the function.
View Full Description & ApplyYou'll be redirected to the employer's site
