Director, Client Operations

MTM Transit•Middleton, WI

2d•$80,000 - $100,000•Hybrid

About The Position

The Director, Client Operations, known internally at MTM Health as Director, Operations, manages, trains, and develops staff and coordinates with the Wisconsin General Manager on short- and long-term strategic processes in partnership with other MTM departments. The position oversees day-to-day activities across local Wisconsin departments, including Ombuds, ETO, Quality Management, Travel Training, and Contact Center staff. The Director ensures safe, high-quality transportation experiences while following health plan protocols and MTM policies and procedures and staying within budget. This is a hybrid position based at MTM’s Middleton, Wisconsin location. The Director serves as a central point of contact for the Wisconsin client, leads or participates in client meetings, coordinates responses to escalated complaints and critical incidents, and oversees regional gas mileage reimbursement and meals and lodging processes. The role also supports operational quality, compliance, data quality, stakeholder relationships, project delivery, and communication with home-office leaders.

Requirements

High school diploma or GED equivalent.
Bachelor’s degree in Business Administration or equivalent experience in a related field.
At least 8 years of experience in an operational or logistics role.
At least 5 years of supervisory or management experience.
Valid driver’s license.
Positive attitude and ability to work well with all levels of the organization.
Sound judgment in prioritizing focus areas and day-to-day tasks; willingness to handle difficult situations.
Ability to maintain high standards and hold others accountable for results.
Ability to lead and effect change through influence.
Ability to use objective data to evaluate operational performance and identify and solve problems.
Ability to anticipate and creatively solve problems while balancing contractual requirements with MTM policies and procedures.
Ability to teach, coach, and motivate staff.
Ability to build and maintain relationships with community agencies and other key stakeholders.
Strong interpersonal and team-building skills for communicating with internal and external customers.
Proactive, creative problem-solving skills.
Strong organizational skills and ability to manage concurrent projects, including planning, scheduling, tracking, and coordination.
Proficiency with Microsoft Suite.
Self-starter who identifies and acts on opportunities independently.
Professional, clear communication in person and in writing.
Adaptability to changing environments and requirements; flexibility in work schedules.
Ability to maintain confidentiality.
Regular attendance.

Nice To Haves

Previous experience working with Medicaid and/or State programs.
Project Management certification.
Prior experience in the transportation industry.

Responsibilities

Provide daily guidance and support to direct and indirect reports.
Monitor Wisconsin departments and staff activities to help achieve departmental goals efficiently.
Serve as the central point of contact for the Wisconsin client and participate in or lead client meetings.
Coordinate updates and responses to the client regarding escalated complaints, accidents, and critical incidents.
Own regional gas mileage reimbursement and meals and lodging processes.
Collaborate with the logistics team to improve service quality, reduce complaints and costs, improve on-time performance, and increase satisfaction.
Ensure program activities are performed accurately and consistently and comply with contractual and institutional requirements.
Meet with facilities, advocacy agencies, and internal departments to support safe, quality transportation services.
Conduct appropriate audits and track results according to established guidelines.
Collaborate with internal stakeholders to establish departmental business rules supporting data quality, processing, and improvement plans.
Oversee collaboration with internal and external partners to maintain effective processes aligned with business objectives and goals.
Manage expectations and communications with home-office leaders.
Maintain strong working relationships and communication among office staff, MTM departments, the client, stakeholders, and vendors working under the contracts.
Conduct project status meetings to identify problems and ensure deliverables are met.
Perform other duties as assigned.