Senior Director, Business Operations

MedAire

Sr. Director, Business Operations overseeing key service functions and driving operational improvements at MASA, a leader in medical transportation insurance.

Posted 6/2/2026full-timeFort Lauderdale • Florida • 🇺🇸 United StatesSeniorWebsite

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Hard Skills

operational transformationworkflow redesignorganizational optimizationproductivity metricsworkforce planningoperational KPIsservice delivery performancechange managementprocess improvementgovernance cadences

Soft Skills

operational leadershipcoachingorganizational structurerole clarityaccountabilitysuccession planningexecutive-level communicationinfluencing stakeholderstranslating complexitybalancing continuity

Industry Keywords

billing and collectionscustomer servicesshared servicescontact center operationsenrollment operationspartner supportservice levelsoperational performancecross-functional collaborationhigh-volume service environments

About the role

Key responsibilities & impact

Leading day-to-day operations across Billing & Collections, Consumer Services, Group Services, and Partner Services while maintaining strong service levels, operational performance, and accountability across all functions.
Driving process improvement and operational redesign initiatives that translate business priorities into scalable workflows, operational processes, and service delivery models.
Establishing and managing operational metrics, workforce planning models, productivity targets, and governance cadences across multiple service teams and managers.
Partnering closely with Technology, Data, Finance, Sales, Marketing, Legal, Human Resources, and Customer Engagement leaders to support operational readiness, platform stabilization, and ongoing process optimization.
Coaching and developing operational leaders while strengthening organizational structure, role clarity, accountability, and succession planning capabilities.
Leading change management efforts with transparency and discipline while balancing operational continuity with long-term transformation objectives.

Requirements

What you’ll need

10+ years of progressive business operations leadership experience, including at least 5 years leading multi-team, multi-manager service organizations.
Demonstrated success leading operational transformation, workflow redesign, or organizational optimization initiatives in high-volume service environments.
Strong operational leadership experience within areas such as customer/member services, shared services, billing and collections, contact center operations, enrollment operations, or partner support functions.
Proven ability to lead through operational or technology change while maintaining strong service performance, stakeholder alignment, and organizational stability.
Strong financial and operational acumen, including experience managing productivity metrics, workforce planning, operational KPIs, and service delivery performance.
Executive-level communication skills with the ability to influence cross-functional stakeholders and translate operational complexity into actionable business decisions.

Benefits

Comp & perks

Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers;
a 401(k) program with a company match;
paid time off;
company-paid short-term disability, long-term disability, and basic life insurance;
and a free MASA membership.