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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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational transformationworkflow redesignorganizational optimizationproductivity metricsworkforce planningoperational KPIsservice delivery performancechange managementprocess improvementgovernance cadences
Soft Skills
operational leadershipcoachingorganizational structurerole clarityaccountabilitysuccession planningexecutive-level communicationinfluencing stakeholderstranslating complexitybalancing continuity