Director, Solutions Delivery

MEDI TRANS LLC

12d•$120,000 - $180,000•Hybrid

About The Position

The Director of Solutions Delivery is responsible for driving operational excellence through comprehensive process mapping, continuous improvement initiatives, and high impact customer insights. This leader oversees operational reporting, quality systems development, and customer success analytics while ensuring that customer feedback and complaint trends directly inform business decisions. Serving as a critical cross functional partner, the Director integrates data across Customer Success, Operations, Finance, Technology, Sales, and Provider teams to deliver actionable insights that improve performance, elevate customer experience, and strengthen organizational outcomes. This role provides strategic leadership, fosters a culture of quality and innovation, and empowers teams to deliver consistent, scalable, and customer centric solutions across the enterprise.

Requirements

Demonstrated success leading multidisciplinary teams in operations, customer success, analytics, or quality management.
Proven ability to translate complex business needs into actionable strategies, processes, and reporting frameworks.
Expertise in prioritizing initiatives, managing complex workloads, and driving execution against critical business timelines.
Deep experience with end-to-end process mapping, workflow optimization, and operational redesign.
Ability to identify systemic issues using structured root cause analysis and implement scalable, sustainable solutions.
Hands on experience leading customer success or complaint operations, including intake, investigation, categorization, and resolution of workflows.
Ability to transform customer complaints and feedback trends into insights that inform operational and strategic improvements.
Experience developing dashboards, KPIs, and reporting that highlight experience drivers, root causes, and risk indicators.
Proven ability to measure the impact of improvements on customer satisfaction, complaint reduction, and retention.
Experience building and managing quality frameworks, KPIs, and performance benchmarks, ideally for customer-facing or contact center environments.
Ability to continuously refine quality systems to meet evolving operational needs and customer expectations.
Recognized as a thought leader on quality, customer experience, and process optimization best practices.
Proven record of accomplishment using data insights to drive business decisions
Strong analytical, problem-solving, and critical thinking skills
10+ years of experience in operations, solutions delivery, customer success, quality management, business analytics, or related functions
5+ years of leadership experience managing multidisciplinary teams, preferably in customer-facing or operations-heavy environments.
Experience developing operational dashboards, KPIs, and performance reporting for leadership and cross-functional part
Data-Driven Decision Making & Analytics
Trust-Building
Cross-Functional Collaboration & Influence
Adaptive & Strategic Thinking
Coaching & People Development
Quality & Continuous Improvement Mindset
Technology Enablement
Change Leadership & Resilience

Responsibilities

Drives end-to-end process mapping and continuous improvement efforts, ensuring operational scalability, consistency, and alignment with organizational goals.
Leverages customer complaints, feedback trends, and performance data to inform process mapping and guide continuous improvement initiatives.
Leads quality and process improvement strategy for the contact center, aligning with organizational goals, operational/customer SLAs,and driving operational excellence across all product lines.
Develops, defines, and manages KPIs, metrics, and performance benchmarks that drive the quality of customer interactions and service provided to injured workers.
Continuously assess and refine the quality framework to ensure it aligns with evolving customer expectations and business goals.
Serves as a thought leader on best practices and industry trends related to quality and process improvement, sharing insights and recommendations with senior leadership
Integrate customer data with sales, marketing, finance, and operations data for comprehensive business insights
Correlate data sets to various business outcomes
Collaborate closely with Customer, Operations, Provider, Finance, and Technology teams to understand business processes and data needs
Translate business questions into clear analytical approaches and reporting solutions
Act as a trusted advisor by proactively surfacing insights, trends, and risks
Set priorities, manage workloads, and ensure delivery against business timelines
Provide strategic leadership that fosters a culture of quality, innovation, and continuous improvement across the organization
Provide leadership oversight for the Customer Success function, with accountability for customer feedback, complaint analysis, and retention-focused insights
Establish processes for capturing, categorizing, and analyzing customer complaints and feedback across channels
Develop reporting and dashboards that identify complaint drivers, trends, and root causes
Partner with Operations and functional leaders to translate customer insights into prioritized improvement initiatives
Track the impact of operational changes on customer satisfaction, complaint volume, and retention metrics
Ensure customer experience data is integrated with operational and performance reporting for a holistic view of business health
Serve as a bridge between Customer Success, Operations, and Leadership to ensure customer insights inform operational decisions
Proactively surface risks to customer retention and experience using data and trend analysis
Support leadership with regular customer experience reporting and recommendations