Director of Operations, TRICARE Overseas Program

International SOS•San Antonio, TX

About The Position

The Director of Operations for the TRICARE Overseas Program provides strategic leadership and oversight for multi-channel customer service and beneficiary support operations. The role leads teams responsible for enrollment services, customer support, and beneficiary engagement, ensuring exceptional service delivery, operational excellence, and achievement of contractual requirements and key performance objectives. The Director champions process optimization, standardization, compliance, and continuous improvement. The role develops and executes customer self-service strategies using digital tools and technology-enabled solutions to improve accessibility, customer satisfaction, and cost-effectiveness. Through data-driven decision-making and cross-functional collaboration, the Director promotes innovation, operational effectiveness, and strong customer outcomes. The position oversees staffing, recruitment, deployment, training, retention, workforce coverage forecasting, and employee performance. It builds strong relationships with clients, internal stakeholders, and third-party vendors, and ensures teams keep pace with TRICARE requirements and changes. Travel of up to 20% domestically and internationally is required.

Requirements

At least 5 years of leadership experience in customer service, administrative operations, or healthcare administration.
A track record of successfully leading a substantive department or departments of at least 50 staff.
A track record of quality or business process improvement.
Recent and relevant contact center or customer service experience, including inbound and outbound call, email, and chat functionalities.
Experience creating, leading, or implementing change management programs.
Comfort with IT; 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.

Nice To Haves

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

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 data analysis, trend analysis, technology, industry best practices, and Lean Six Sigma methodologies to build capacity, improve system-wide efficiency, standardize processes, and support compliance across product lines.
Ensure delivery teams are appropriately staffed with qualified employees through recruitment, deployment, and retention efforts.
Motivate employees, set direction, coach, provide feedback, and build commitment, trust, engagement, performance, and retention.
Collaborate and partner strategically with internal stakeholders to improve end-to-end process efficiency, standardization, and 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 strong relationships with the client.
Partner with third-party vendors to support customer excellence, quality, and accuracy.
Develop and execute customer self-service strategies using digital tools and technology-enabled solutions.
Lead enrollment services, customer support, and beneficiary engagement operations.
Drive process optimization, standardization, compliance, and continuous improvement initiatives.
Use data-driven decision-making and cross-functional collaboration to foster innovation and operational effectiveness.