Business Operations Specialist

At Zelis, we Get Stuff Done. So, let's get to it!

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

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.

The Business Operations Specialist plays a central role in how the Zelis Implementation team operates, governs work, manages operational risk, and scales effectively. This role owns and improves the team's operational governance rhythms, reporting processes, ticket oversight, initiative tracking, and AI-enabled workflows that help leadership make informed decisions and keep the organization aligned around shared priorities.

• Own the Implementation team's operational governance rhythm, ensuring leadership and team members are aligned around the right priorities, risks, decisions, and follow-up actions.
• Evaluate operational data, reporting inputs, initiative updates, ticket trends, and team activity indicators to identify risks, dependencies, gaps, or issues requiring leadership attention.
• Determine which operational issues require escalation, continued monitoring, or independent follow-up based on business impact, urgency, and potential risk to Implementation execution.
• Prepare leadership-ready summaries, status updates, and decision-support materials that clearly communicate key risks, open decisions, progress, trends, and recommended actions.
• Recommend and implement improvements to governance routines, reporting processes, escalation paths, communication practices, and recurring operating cadences as team needs evolve.

• Design, build, and own the Implementation team's ticket oversight program across Product and IT systems - establishing the framework, monitoring criteria, escalation thresholds, and reporting cadences from the ground up, then driving ongoing execution, refinement, and leadership visibility as the program matures.
• Evaluate IT support ticket dashboards on a recurring basis, assessing patterns and stress indicators such as elevated critical volume, aging unassigned tickets, threshold breaches, recurring themes, or other signals of operational risk.
• Monitor implementation-impacting Product development tickets in Jira, maintaining visibility into the open queue and identifying items that may affect implementation timelines, client readiness, operational stability, or team execution.
• Facilitate recurring prioritization discussions with Implementation leadership by preparing relevant analysis, surfacing newly identified risks, capturing decisions, and driving follow-through on next steps.
• Partner with leadership to refine escalation thresholds, monitoring criteria, reporting views, and coverage areas as team needs and system capabilities evolve.

• Own the team's internal initiative tracking process, ensuring current visibility into initiative status, owners, timelines, dependencies, risks, and upcoming decision points.
• Assess initiative health ahead of review cycles, identify work streams at risk of falling behind, and surface prioritization recommendations or follow-up actions to leadership.
• Proactively engage initiative owners to gather updates, clarify risks, identify blockers, and ensure leadership has an accurate view of progress and areas requiring attention.
• Own the operational structure and ongoing effectiveness of the team's Confluence and SharePoint spaces, ensuring information is organized, current, accessible, and aligned to team operating needs.
• Identify gaps in existing documentation, process resources, onboarding materials, or team knowledge repositories, and recommend improvements to strengthen consistency and scalability.
• Serve as a resource to team members on…