Lead Director – Service Operations – Strategy and Transformation

Key Responsibilities

• Lead large-scale operational and technology transformation initiatives, driving efficiency and process improvements across healthcare operations.
• Own end-to-end solution design and implementation, including identifying business problems, selecting enabling technologies, and ensuring successful deployment.
• Manage cross-functional projects that integrate operations and technology, collaborating with internal teams and external partners to achieve strategic goals.
• Drive change management for major organizational shifts, ensuring adoption of new processes and technologies across large teams and complex environments.
• Provide strategic consulting and thought leadership, leveraging healthcare operations expertise to influence decisions and deliver measurable impact.

Qualification & Requirements

Required Qualifications:

• 10+ years of leadership experience in shared services or healthcare operations
• Proven track record in cultural and operational transformation, including structured change management (stakeholder alignment, training, communications, outcome measurement)
• Successful leadership of vendor selection and large-scale technology deployments (impacting 100+ FTEs)
• Demonstrated ability to automate high-volume administrative processes
• Strong understanding of enabling technologies for service operations (automation, AI, self-service, agent assist)
• Exceptional strategic thinking, project management, and executive communication skills
• Highly collaborative, analytical, and adaptable in a fast-paced environment
• Self-starter with strong initiative, follow-through, and problem-solving capability
• Travel – up to 20%
• U.S. work authorization.
• Someone who embodies being “Oaky”

Preferred Qualifications

• Strong healthcare operations background
• Consulting experience with strategic and operational initiatives
• Proven ability to lead operations and technology projects
• Technical background (preferred but not required)
• Experience leading technology implementation end-to-end
• Demonstrated success in implementing major change for large-scale operations
• Ability to own problem-solving, including identifying issues, designing solutions, selecting appropriate technology, and driving implementation

Education

• Bachelor’s degree or equivalent experience.

What does being “Oaky” look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Benefits

Oak Street Health Benefits

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement