Director of Operations, TRICARE Overseas Program

International SOS•San Antonio, TX

24d

About The Position

The Director of Operations for the TRICARE Overseas Program provides strategic leadership and oversight for multichannel customer service and beneficiary support operations. The role is accountable for enrollment services, customer support, and beneficiary engagement, ensuring exceptional service delivery, operational excellence, and achievement of key performance objectives across communication channels. The Director champions process optimization, standardization, compliance, and continuous improvement to enhance efficiency, consistency, and service quality. The role also develops and executes customer self-service strategies using digital tools and technology-enabled solutions to improve accessibility, customer satisfaction, and cost effectiveness. Data-driven decision-making and cross-functional collaboration support innovation, operational effectiveness, and strong customer outcomes. The Director leads service teams to meet contractual requirements and performance indicators, including telephone inquiries and written correspondence. The position oversees staffing, recruitment, deployment, retention, employee development, workforce coverage forecasting, and training. It also builds strong client and vendor relationships and works with internal stakeholders to improve end-to-end processes and maintain contract compliance. Travel may be required up to 20% domestically and internationally.

Requirements

At least 5 years of leadership experience in customer service, administrative operations, or healthcare administration.
Demonstrated successful leadership of a substantial department or departments with a minimum of 50 staff.
Track record of quality or business process improvement.
Recent and relevant contact center or customer service experience, including inbound and outbound calls, email, and chat functionality.
Experience creating, leading, or implementing change management programs.
Comfort with IT and preferably knowledge of CRM systems, telephony platforms, and other contact center technology.
Comfort with technical policy detail and demonstrated strength and experience translating policy into cost-effective operational processes.
Bachelor’s degree required.
Ability to obtain ADP II clearance after accepting a position.
Excellent written and spoken English.
Strong customer focus, leadership, communication and interpersonal skills, work management, organizational ability, ambiguity management, problem-solving, peer relationship, and delegation skills.
Strong data and forecasting skills and professional contact center or customer service background with a record of achieving client goals and targets.
Ability to manage talent, build teams, manage processes, and promote quality, creativity, innovation, and continuous improvement.

Nice To Haves

An additional European language.
Knowledge of CRM systems, telephony platforms, and other contact center-related technology.

Responsibilities

Drive a high-quality customer experience in the Beneficiary Service Center and GFCD, meeting or exceeding contractual requirements and key performance indicators for telephone inquiries and written correspondence.
Use analytical data, trend analysis, technology, and industry best practices across product lines to build capacity and improve system-wide efficiency, standardization, and compliance, including through Lean Six Sigma methodologies.
Ensure delivery teams are appropriately staffed with qualified employees through recruitment, deployment, and retention efforts.
Motivate employees and guide their performance by establishing direction, coaching, providing feedback, and building commitment, trust, engagement, and retention.
Partner with internal stakeholders to achieve end-to-end process efficiency, standardization, and full contract compliance.
Forecast beneficiary call volumes and deploy appropriate workforce coverage.
Ensure team members receive procedural and technical training to keep pace with TRICARE requirements and changes and meet contractual requirements.
Foster a strong relationship with the client.
Work closely with third-party vendors to support customer excellence, quality, and accuracy.
Develop and execute customer self-service strategies using digital and technology-enabled solutions.
Use data-driven decision-making and cross-functional collaboration to improve operational effectiveness and customer outcomes.