Director, Health Systems Management

Devoted Health • Waltham, MA

1d • $182,000 - $217,000

About The Position

Devoted Health is seeking a strategic, influential leader with a strong operational track record to serve as Director, Health Systems Management. The role owns the Health System Escalation function and is responsible for improving escalation response time, quality, and time to resolution. The director will run the current operation while designing and implementing a scalable future-state process, and will lead cross-functional initiatives to address root causes and prevent escalations.

Reporting directly to the Head of Provider Escalations & Education, the director will work with executive leadership and teams across Network, Claims, Payment Integrity, Clinical, Product, and Engineering. The role includes building tools to diagnose issues, preparing executive briefings, managing performance through metrics and dashboards, and scaling the function through workflow automation, self-service, and AI-enabled, human-in-the-loop workflows. The successful candidate brings operational rigor, systems thinking, pace-setting execution, strong people leadership, and the ability to build confidence and durable processes through change.

Requirements

• At least 10 years of leadership experience with a track record of delivering measurable outcomes in complex operational environments.
• Outstanding operational rigor and ability to deploy technology to solve complex business challenges.
• Proven experience driving end-to-end initiatives from strategy through execution that materially improve quality, service levels, cost, compliance, or operational efficiency.
• Strong systems thinking and product mindset, with experience owning roadmaps, KPIs, and cross-functional execution.
• Demonstrated ability to manage through metrics, establish ambitious targets, and drive teams to results with clear accountability.
• Exceptional attention to detail and precision, including handling complex operational details and execution.
• Strong people leadership skills, including the ability to lead through managers, distributed teams, and external vendors.
• Excellent communication skills and ability to influence senior leaders and cross-functional partners.
• Evidence of urgency, resilience, and ability to move quickly while maintaining high quality standards.
• Demonstrated ability to raise the talent bar and serve as a pace setter for teams and peers.

Nice To Haves

• Experience transforming operations through AI-enabled workflows.

Responsibilities

• Own Devoted’s Health System Escalation function, including escalation response time, quality, and time to resolution.
• Drive alignment and change across executive and cross-functional stakeholders, including Network, Claims, Payment Integrity, Clinical, Product, and Engineering teams.
• Manage the function using metrics, KPIs, scorecards, and performance dashboards, with clear accountability for outcomes.
• Lead through significant evolution while creating confidence, momentum, stability, and a strong culture through change.
• Run the current operation while designing, implementing, and owning the future-state process.
• Raise the talent bar by setting the pace and modeling high standards.
• Build and operationalize AI-enabled and human-in-the-loop workflows to improve response quality and resolution speed.
• Establish visibility into units of work, productivity, quality, cost, workforce planning, and performance metrics.
• Define and execute the roadmap to scale Health System Escalations through workflow automation and self-service.
• Build tools with cross-functional partners to diagnose escalation issues quickly and at scale.
• Prepare executive briefings to equip leadership to decide on next steps.
• Charter initiatives that address escalation root causes through improvements to operational processes and policies.

Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• 401(k) program.
• Parental leave program.
• Bonus eligibility for roles below Director level; Director and above are excluded.
• Commission eligibility for Sales roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed