Director Healthcare Operations

Foundever® • New Denmark, NB

5d • Remote

About The Position

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. The Director, Healthcare Operations provides strategic and operational leadership within Foundever's Healthcare vertical. This role is responsible for managing large remote teams, building strong client relationships, driving process improvements, and ensuring the delivery of high-quality healthcare-adjacent services. The Director brings a deep understanding of the healthcare ecosystem — including experience working within or alongside government health departments, public health agencies, health authorities, or healthcare-focused organizations — and translates that knowledge into operational excellence, compliance, and client satisfaction. A focus on patient safety principles, fiscal accountability, and organizational alignment is central to success in this role.

Requirements

• Minimum 8-10 years of progressive experience in healthcare operations, health services administration or a related field
• Minimum 3 years of leadership or supervisory experience managing teams
• Demonstrated experience working within or alongside government health departments, public health agencies, provincial/territorial health authorities, or healthcare delivery organizations
• Experience with virtual care, telehealth, or digital health programs is a strong asset
• Background in contact centre, BPO, or service delivery operations within a healthcare context is an asset
• Bachelor's Degree in Health Administration, Public Health, Business Administration, or a related field (required)
• Relevant professional certifications (e.g., CPHIMS, LEAN/Six Sigma, PMP) are considered assets
• Bilingualism in English and French is an asset
• Healthcare Ecosystem Knowledge – Solid understanding of Canadian healthcare systems, government health program delivery, patient safety frameworks, and health service regulation
• Client Relationship Management - Demonstrated success in building excellent customer/client relationships and government stakeholder relationships
• Fiscal Management – Sound financial management skills to achieve revenue targets and profitability goals
• Patient Safety Advocacy - Knowledge of healthcare policies, procedures, quality management systems, training programs, clinical systems, and operational objectives focused on patient safety.
• Team Leadership & Performance Management – Proven ability to lead and develop teams, monitoring and delivering on key performance metrics, and driving performance through coaching and continuous feedback.
• Effective Communication & Conflict Resolution – Strong verbal and written communication skills with the ability to convey information clearly, handle escalations, and resolve issues with professionalism.
• Operational Efficiency & Problem-Solving – Strong ability to optimize workflows, manage escalations, and implement process improvements to enhance productivity and response times.

Nice To Haves

• Experience with virtual care, telehealth, or digital health programs is a strong asset
• Background in contact centre, BPO, or service delivery operations within a healthcare context is an asset
• Relevant professional certifications (e.g., CPHIMS, LEAN/Six Sigma, PMP) are considered assets
• Bilingualism in English and French is an asset

Responsibilities

• Nurture client relationships by ensuring proactive delivery of solutions that enhance service quality and reduce costs
• Foster a culture of patient safety through the development of policies, procedures, quality management, training, clinical systems and operational objectives
• Oversee operating systems, policies and procedures within the Healthcare division for continual improvement aligned with business goals
• Lead process improvement efforts within the vertical.
• Manages both human and material resources.
• Provide strong support for the long-term strategies of the organization.
• Instrumental in translating the company’s vision into actionable strategies.
• Collaborating with senior leadership, they help define long-term goals and develop comprehensive plans to achieve them.
• Supports Foundever and clients in achieving service, quality and contribution goals.
• Demonstrates sound fiscal management in achieving profitability goals.
• Leading and motivating the team and communicating effectively.
• Monitoring associate conduct, performance, and attendance against company standards; providing coaching/direction, documenting meetings and applying processive counseling in accordance with company policy as required.
• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
• Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company equipment assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and jurisdictional requirements

Benefits

• Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
• Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
• Competitive compensation. Attractive salary and benefits package.
• Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director