Associate Director, Operations

VXI Global Solutions•Morrow, OH

About The Position

The Associate Director of Operations leads multiple programs, clients, or lines of business, providing strategic and operational leadership to support performance, client satisfaction, financial results, workforce stability, regulatory compliance, and employee engagement. The role partners with clients and internal stakeholders to translate business objectives into execution plans, manage complex operations, develop teams, identify risks, and drive sustainable improvements in service, quality, cost, and customer experience. The position owns operational and financial performance across assigned accounts or programs, leads client relationships and governance, and oversees performance management, workforce and capacity planning, talent development, healthcare compliance, risk management, launches, transitions, growth support, and continuous improvement. The Associate Director is expected to lead with accountability, urgency, data-driven judgment, clear communication, and strong cross-functional partnership. The role may require schedules that support clients and stakeholders in different time zones and domestic or international travel when business needs require.

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field.
At least eight years of experience in business process outsourcing, contact center operations, healthcare services, or a related industry.
At least four years of experience leading large, complex operational teams through Operations Managers or equivalent leaders.
Experience managing multiple programs, lines of business, or client relationships.
Demonstrated experience managing operational and financial performance.
Strong understanding of contact center metrics, workforce planning, quality management, and performance improvement.
Experience leading client governance meetings and presenting to senior stakeholders.
Strong written and verbal communication skills.
Strong analytical, problem-solving, and decision-making capabilities.
Ability to work in a fast-paced, matrixed, and rapidly changing environment.
Willingness to work schedules that support clients and stakeholders across different time zones.
Ability to travel domestically or internationally when business needs require.

Nice To Haves

Experience supporting U.S. healthcare payers, providers, pharmacy benefit managers, specialty pharmacies, or healthcare service organizations.
Knowledge of healthcare member services, patient access, provider services, claims, benefits, enrollment, pharmacy, or clinical support operations.
Experience managing operations across multiple Philippine sites or global delivery locations.
Experience with new client implementations, transitions, migrations, or business expansions.
Lean Six Sigma, COPC, Project Management, Scrum, or similar certification.
Experience using business intelligence tools, workforce platforms, performance dashboards, and automated reporting.
Experience managing large-scale operations with several hundred employees or more.

Responsibilities

Provide overall leadership for assigned clients, programs, and lines of business.
Lead Operations Managers, Senior Operations Managers, Team Leaders, and other assigned leaders; establish operating rhythms, performance expectations, and accountability.
Review daily, weekly, and monthly performance through structured governance and translate client requirements and contractual commitments into operating plans.
Manage service levels, productivity, quality, attendance, utilization, and customer experience; identify risks and implement recovery plans addressing root causes.
Maintain readiness for seasonal volume, enrollment periods, product launches, and business growth.
Serve as a senior point of contact for clients, build consultative relationships, and lead governance meetings, operational reviews, business reviews, and executive discussions.
Communicate performance, risks, recovery plans, and opportunities proactively; track client commitments and support retention, contract expansion, and growth.
Oversee contractual and internal performance expectations, including service, quality, customer satisfaction, workforce, training, productivity, attrition, billing-to-payroll, and financial metrics.
Lead structured performance reviews and action planning; partner with Quality, Training, Workforce Management, Analytics, and Continuous Improvement teams to close performance gaps.
Use data and operational insights to identify trends and improvement opportunities, with defined action owners, deadlines, success measures, and follow-up governance.
Own financial performance for assigned accounts or programs, including revenue, gross margin, labor costs, overtime, staffing efficiency, and controllable expenses.
Understand client contracts, pricing, billing rules, penalties, incentives, and service commitments; partner with Finance on results, forecasts, budget variances, and financial risks.
Balance staffing decisions against client performance, employee experience, and financial expectations; identify and mitigate revenue and margin risks.
Partner with Workforce Management on forecasting, staffing, scheduling, capacity planning, headcount, attrition, hiring, and training plans.
Monitor hiring classes, training throughput, nesting performance, production readiness, and early attrition; ensure staffing plans are data-supported and documented.
Build a high-performance culture and develop leaders through coaching, feedback, mentoring, and development plans; establish succession plans and opportunities for high-potential leaders.
Hold leaders accountable for employee engagement, retention, performance management, and development; partner with Human Resources on employee relations and organizational planning.
Ensure operations comply with client requirements, company policies, and healthcare regulatory standards; partner with Compliance, Security, and Quality on incidents, audits, and control gaps.
Maintain business continuity, emergency response, and disaster recovery plans; promptly escalate material compliance, security, operational, or client risks and ensure corrective actions are completed.
Lead operational readiness for client implementations, new lines of business, migrations, and expansions in partnership with cross-functional teams.
Document launch requirements, risks, dependencies, and readiness criteria; participate in go-live reviews, report status, and stabilize new programs through launch governance.
Support business development, client visits, solution discussions, and operational due diligence when required.
Promote root-cause analysis, A3, Lean, DMAIC, or similar approaches to simplify processes, reduce waste, improve productivity, and strengthen customer experience.
Partner with Technology, Analytics, Automation, and Continuous Improvement teams on scalable solutions; track initiatives through measurable outcomes and share best practices across healthcare accounts and sites.
Provide executive leadership with accurate, timely, and transparent updates; maintain operational visibility, communicate directly and respectfully, and follow through on commitments.