Director, Operations

Zelis Healthcare, LLC
United States, New Jersey, Morristown
May 30, 2025
At Zelis, we Get Stuff Done. So, let's get to it! A Little About Us Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts-driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Zelis is seeking a dynamic and experienced Director of Operations to lead our Price Optimization Call Center, Intake Services, and Data Services Operational teams. The ideal candidate will be a strategic thinker with a passion for driving excellence in customer experience. The Director will oversee all aspects of the outlined operational teams, including Staffing & Training, Globalization efforts, Optimization, AI utilization and process documentation / improvements. They will be responsible for developing and implementing strategies to enhance customer satisfaction, improve efficiency & quality assurance, performance management and achieving business objectives. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Additionally, the Director will play a crucial role in transforming the existing teams into a Global team. Responsibilities: Strategic Planning: Develop and implement strategic plans to optimize operations and achieve organizational goals. This includes setting performance objectives, forecasting volume, develop capacity modeling, globalization opportunity and identifying areas for improvement. Drive initiatives to enhance customer satisfaction and retention. Team Management and Training: Provide leadership, guidance, and mentorship to managers and supervisors. Foster a positive and inclusive work culture that promotes teamwork, accountability, and professional development. Oversee training programs to enhance employee skills and knowledge. Performance Management: Oversee day-to-day activities, ensuring adherence to quality standards, KPIs, service level agreements (SLAs), and regulatory requirements. Monitor volume, staffing levels, and resource allocation to optimize operational efficiency and meet service targets. Implement process improvements and technology solutions to streamline workflows and enhance productivity. Quality Assurance: Implement quality assurance processes to ensure consistent and high-quality service delivery. Monitor calls, review customer interactions, work with internal delivery teams to ensure high standard of service and provide feedback to teams / leaders to maintain service excellence. Technology Management: Oversee the implementation and maintenance of technology solutions, including telephony systems, CRM software, Conversational AI, Robotization and workforce management tools. Identify opportunities to leverage technology to improve efficiency and customer experience. Customer Experience Enhancement: Develop strategies to enhance customer experience. Implement initiatives to improve first call resolution, reduce wait times, and enhance overall satisfaction. Budget Management: Manage the Operations budget, including forecasting expenses, monitoring costs, and optimizing resource allocation to achieve cost efficiency. Cross-Functional Collaboration: Collaborate with other departments, such as product, operations, Sales/Account Management, and IT, to ensure alignment of objectives with overall business strategy. Identify opportunities for process improvement and efficiency gains through cross-functional collaboration. Experience, Qualifications, Knowledge, and Skills: Bachelor's degree in business administration, management, or a related field. 15 years of experience in a call center environment with proven experience in call center and operational team management with a minimum of 5 years in a leadership role. Experience with Global management / global teams. Strong leadership and people management skills, with the ability to mentor, develop, motivate, and inspire team members. Excellent communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization. Demonstrated ability to develop and implement strategic plans and achieve measurable results. In-depth knowledge of call center operations, including workforce management, performance metrics, and quality assurance processes. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Customer-focused mindset with a passion for delivering exceptional service experiences. Working knowledge of health care insurance or medical concepts is a plus. Computer Skills: Microsoft Outlook and Word with advanced Excel skills. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. Disclaimer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.