Lead Director, Service Operations Strategy & Transformation

Key Responsibilities

The focus is on technology adoption and process transformation within five Service Ops teams: Patient Service contact center, Pharmacy Technician contact center, Triage Nurse contact center, Referrals processing, and Medical records requests.
This role partners closely with Product, IT, Clinical Informatics, Patient Experience, and Service Ops leaders to implement solutions that enhance efficiency and patient experience.

Qualification & Requirements

• 10+ years in shared services or healthcare operations leadership.
• Proven experience leading cultural and operational transformation within large operational teams, including structured change management (stakeholder alignment, training, communications, outcome measurement).
• Successful leadership of vendor selection and large-scale technology deployments (>100 FTEs).
• Demonstrated ability to automate high-volume administrative processes.
• Strong understanding of enabling technologies for service ops (automation, AI, self-service, agent assist).
• Commitment to Patient Service Principles: Demonstrates a strong focus on people by prioritizing patients and colleagues, acting with empathy, and fostering an inclusive, engaging environment. Strives for innovation, collaboration, and simplicity in care delivery, while upholding integrity, safety, and quality in every interaction.
• Strong strategic thinking, project management, and executive communication skills.
• Collaborative, analytical, and adaptable in a fast-paced environment.
• Self-starter with a high degree of drive, initiative, and follow through
• Commitment to company vision
• A flexible and positive attitude
• High level of integrity
• Travel – up to 20%
• U.S. work authorization.
• Someone who embodies being “Oaky”
• Preferred Education: Bachelor’s Degree or Equivalent Experience
• Bachelor’s degree or equivalent experience.
• Bachelor’s degree or equivalent experience.

Benefits

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.