Director, Service Delivery

CenterWell Senior Primary Care

Director, Service Delivery overseeing operational performance and service quality for Humana's healthcare services. Ensuring compliance, scalability and continuous improvement in service delivery.

Posted 6/26/2026full-timeRemote • Arizona, Florida, Ohio, Texas • 🇺🇸 United StatesLead💰 $138,900 - $191,000 per yearWebsite

About the role

Key responsibilities & impact

responsible for the day‑to‑day operational performance, service quality, and client outcomes for all live programs and services
owns service execution, SLA performance, issue management, and continuous improvement
ensures operations are stable, compliant, and scalable
accountable for operational performance and service quality for live services
responsible for acceptance of implementations into steady state, staffing, capacity and operational readiness
drive continuous improvement and operational optimization and client and stakeholder satisfaction for ongoing services

Requirements

What you’ll need

Bachelor's Degree
5 or more years of technical progressive operational experience in a call center or operational environment
5 or more years of management experience over a large metric-intensive operational unit
Experience managing service level agreements and client-facing commitments
Cross functional collaboration
Experience operating in a regulated or high-risk environment
Demonstrated capability with coaching and developing associates formally and informally
Ability to monitor and recommend improvements to increase team productivity
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
Ability to manage multiple tasks and deadlines with attention to detail
Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders
Demonstrated problem solving skills;
Experience with Department Budget oversight
Track record of driving operational improvements that support business strategy

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational performanceservice qualitySLA performanceissue managementcontinuous improvementoperational optimizationcoachingbudget oversightclient-facing commitmentscross functional collaboration

Soft Skills

effective communicationproblem solvingattention to detailteam productivitystakeholder satisfactionmanagement experiencecapacity managementstaffingclient outcomesoperational readiness

Certifications

Bachelor's Degree