Director, Specialty Operations

Summary

Join bswift as a Director-level Operations Manager to lead back-office processing teams in Specialty Services. You will oversee multiple functional areas, ensuring workflow efficiency and data-driven decision-making. This role requires 8+ years of operations management experience, advanced data analytics skills, and experience managing offshore teams. The position offers a competitive compensation package, comprehensive health benefits, remote work options, retirement savings plans, professional development opportunities, and a supportive culture. bswift is committed to fostering an inclusive workplace and values employee well-being. The successful candidate will contribute to transforming benefits administration and client engagement.

Requirements

• Bachelor’s degree (B.A. or B.S.) or equivalent education and experience
• 8+ years of experience in operations management, workflow optimization, and process improvement
• 4+ years of experience in process definition and implementation
• Strong experience in workflow management tools (e.g., Salesforce Sync, project management platforms, or comparable systems)
• Advanced data analytics skills: Ability to extract, analyze, and interpret large datasets using Excel (pivot tables, reporting, forecasting)
• Proven track record in process improvement, with expertise in identifying operational inefficiencies and driving strategic enhancements
• Experience managing offshore teams (e.g., ProView Global in the Philippines or similar global sourcing models)
• Strong leadership abilities, with experience developing and mentoring managers and high-performing teams
• Excellent communication skills, with the ability to present data-driven insights to senior leadership
• Proven ability to work in a high-volume, fast-paced environment, managing competing priorities while maintaining high-quality execution

Responsibilities

• Lead and manage the ongoing delivery of a shared service team performing time-sensitive and compliance-focused work
• Oversee high-volume operations, ensuring work is efficiently assigned and completed within SLAs
• Extract, analyze, and interpret large datasets from Salesforce Sync (or comparable workflow tools) to drive operational decisions
• Identify and implement continuous improvement initiatives, from incremental changes to large-scale automation and scalability projects
• Manage a team of managers (20-40 teammates), providing goal-setting, coaching, performance measurement, and succession planning
• Work closely with internal teams and senior leadership to provide outstanding support during deployments and process transitions
• Maintain standardized documentation for operational processes, ensuring consistency and quality
• Consult with internal (and occasionally external) customers on best practices, risks, and process flows
• Collaborate with SVPs, VPs, and Directors to improve efficiency and implement data-driven strategies

Preferred Qualifications

• Lean, Six Sigma, or Kaizen certification
• Experience in ACA, QMSCO, Dependent Verification, or Benefits Administration
• Familiarity with compensation planning, sales enablement, or process automation

Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles
• Remote first, Office friendly environment! No time to commute? No problem!
• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs
• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression
• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work