Director, Performance Integrity Office
About The Position
The Director of Global Operations Source and Transformation serves as a strategic leader responsible for unifying onshore and offshore operational resources into a cohesive, high-performing team. This role establishes strong cross-cultural relationships, builds a common language of performance and accountability, and ensures international teams are fully enabled to deliver across all operational functions (claims, enrollment, provider, billing, customer service, grievance & appeals, etc.). This individual contributor role operates at the enterprise level, partnering with leaders across operations to align expectations, remove barriers, and leverage the unique strengths of international teams.
Requirements
- Performance: Offshore resources consistently meet or exceed SLA and accuracy benchmarks.
- Engagement: Measurable improvement in offshore engagement scores, retention, and development progress.
- Integration: Reduction in escalations related to miscommunication or cultural misalignment; increased adoption of offshore best practices enterprise-wide.
- Scalability: Offshore teams are prepared and enabled to support rapid client onboarding and scaling from 20 → 100+ clients.
- Collaboration: Leadership feedback reflects improved trust and partnership between offshore and onshore teams.
Responsibilities
- Build a “common language” across onshore and offshore teams to reduce misunderstandings and ensure shared expectations.
- Act as a bridge for translating business requirements into clear, actionable steps for offshore execution.
- Facilitate transparent, regular communication between global teams and domestic leadership.
- Ensure offshore teams have equal access to training, documentation, and support as onshore teams.
- Identify and resolve barriers (system access, time zone alignment, performance processes) that limit offshore effectiveness.
- Partner with L&D to ensure industry knowledge transfer and tailored training for offshore staff.
- Monitor and support offshore contributions to ensure contractual performance standards are consistently met or exceeded.
- Highlight offshore innovations (process improvements, accuracy models) that can be adopted more broadly.
- Ensure consistency in performance management across onshore and offshore staff (no “two-tiered” standards).
- Champion the shift from a client-based model to a shared-services model, ensuring international resources are prepared for scale.
- Actively foster a “one team” culture across geographies, minimizing divides and maximizing collaboration.
- Serve as a visible advocate for offshore talent, ensuring their voice is represented at the leadership table.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
