Senior Director

Summary

Join Help at Home as a Central Operations Senior Director and lead the implementation of enterprise solutions to enhance efficiency, experience, and quality. Manage vendor relationships, streamline processes through technology and data-driven strategies, and build a high-performing team. This senior leadership role is crucial for stabilizing and improving operations, laying the foundation for future growth. You will lead with empathy, fostering a team-first mindset and continuous improvement. The position requires a Master's degree, extensive experience in healthcare operations or business process improvement, and proven success in delivering financial savings.

Requirements

• Exceptional leadership, communication, and problem-solving skills; ability to manage multiple priorities in a fast-paced environment
• Knowledge of the latest emerging technology trends, AI driven strategies, process re-engineering
• Proficiency in data analytics tools (e.g. tableau, power BI)
• Customer-focused mindset with a passion for delivering outstanding service
• Ability to create, implement and drive sustainable positive changes
• Master’s degree in business administration, management, health care, or a related field
• Ten (10) to fifteen (15) years of experience in healthcare operations, or business process improvement and at least five (5) to seven (7) years in a leadership role
• Demonstrated delivery of financial savings in large scale organizations

Responsibilities

• Provide leadership direction and execution on the implementation of both immediate and longer-term strategies for Central Operations, focusing on delivering optimized service experience to key stakeholders while reducing operating costs
• Lead, mentor, and develop a high-performing team of Analysts and Managers within reporting, analytics and operations
• Meet with Market, Caregiver and Operations Leadership to understand unique needs, evaluate and recommend opportunities that would benefit multiple areas across the organization
• Partner with Market, Caregiver and Operations leadership to create and standardize solutions across the enterprise
• Day-to-day operational oversight of vendor relationships for Central Operations
• Ensure efficient and effective delivery of contract requirements, formal governance checklists are followed, capabilities and deliverables are provided on schedule with accuracy
• Negotiate contract terms and pricing for services, conducting market checks as required
• Publish scorecards provided to key business leaders
• Evaluate and recommend alternative vendor solutions where appropriate
• Manage end-to-end onboarding and/or exiting vendor relationships, including ramp up or draw down, ensuring minimal disruption to Operations
• Develop management process for AMS vendors, partner with Procurement and Technology to ensure appropriate language, metrics and performance levels are in place to support a reliable experience
• Responsible for leading client access operations for all markets
• Stabilization of organizational performance from bottom to top
• End-to-end evaluation and rebuilding of processes, scorecards, performance standards. and metrics, organizational structure and technology needs assessment
• Build bench strength of leadership team
• Develop long-term plans for alternate work processes focusing on client access within agreed upon standards
• Partner with technology teams and product owners to identify solutions that improve overall service experience and efficiency
• Evaluate and implement new technologies and tools to enhance Central Operations capabilities in support of the client and caregiver experience
• Assist operational partners in optimizing channel performance to deliver a unified customer journey
• Data trending to understand call types, caregiver and client engagements within the company to help develop and execute more robust digital, AI or robotic strategies across the organization
• Partner with Caregiver Management team in supporting enterprise solution sets that streamline and enhance the Caregiver Experience – technology, process, structure
• Support technology partners with AMS management, develop and implement control process for upgrades, performance and accountability of reliable services
• Partner with Market, Caregiver and Operations leadership, collect feedback for key process indicators, create, deploy and maintain performance management score cards
• Align with Human Resources on Operations deployment of performance management strategies
• Work with Operations to develop and maintain training needs and analysis company-wide, ensuring robust development strategies to improve bench strength and employee satisfaction
• Continuous Improvement - explore, document and trend best practices across enterprise; gather feedback from key business partners and deploy best practices through partnerships with training and operations
• Partner with Caregiver and Client experience teams to ensure a robust understanding of critical levers that impact satisfaction
• Establish an escalation channel and tight feedback loops so that we can monitor, trend and develop data driven solutions locally and companywide
• Through various feedback mechanisms, identify and deploy business optimization strategies to remedy and improve experience
• Ensure compliance with all relevant regulations, policies, and procedures
• Implement and maintain quality assurance programs to ensure high standards of customer service
• Develop and deploy quality metric scorecards as part of performance management

Preferred Qualifications

Certifications in Process Improvement, Program Management Preferred (LSS)

Benefits

• Weekly pay with salary ranges from $170,000- $175,000 annually
• Direct deposit
• Healthcare, dental, and vision insurance
• Paid time off and parental leave
• 401k
• Ongoing, in-depth training opportunities
• Meaningful work with clients who need your help
• Career growth and experience with an industry leader with 50+years of history in a high-demand field