Sr. Director, Business Operations

This is a full-time, hybrid position based in the Greater Fort Lauderdale, FL area

MASA is seeking an experienced operations leader to join us as Sr. Director, Business Operations during a period of significant operational and technology change. In this role, you’ll oversee several critical service functions while helping strengthen operational consistency, service delivery, and team effectiveness across the organization.

You will lead four essential operational functions — Billing & Collections, Consumer Services, Group Services, and Partner Services — while supporting operational performance, service quality, and organizational accountability across multiple teams and leaders.

The strongest candidates for this role will be pragmatic, accountable leaders who understand how to practically modernize workflows using automation and AI-enabled tools where they create real operational value.

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean.

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Reporting to our Chief Operating Officer, your main responsibilities will include:

• Leading day-to-day operations across Billing & Collections, Consumer Services, Group Services, and Partner Services while maintaining strong service levels, operational performance, and accountability across all functions.
• Driving process improvement and operational redesign initiatives that translate business priorities into scalable workflows, operational processes, and service delivery models.
• Establishing and managing operational metrics, workforce planning models, productivity targets, and governance cadences across multiple service teams and managers.
• Partnering closely with Technology, Data, Finance, Sales, Marketing, Legal, Human Resources, and Customer Engagement leaders to support operational readiness, platform stabilization, and ongoing process optimization.
• Coaching and developing operational leaders while strengthening organizational structure, role clarity, accountability, and succession planning capabilities.
• Leading change management efforts with transparency and discipline while balancing operational continuity with long-term transformation objectives.

• 10+ years of progressive business operations leadership experience, including at least 5 years leading multi-team, multi-manager service organizations.
• Demonstrated success leading operational transformation, workflow redesign, or organizational optimization initiatives in high-volume service environments.
• Strong operational leadership experience within areas such as customer/member services, shared services, billing and collections, contact center operations, enrollment operations, or partner support functions.
• Proven ability to lead through operational or technology change while maintaining strong service performance, stakeholder alignment, and organizational stability.
• Strong financial and operational acumen, including experience managing productivity metrics, workforce planning, operational KPIs, and service delivery performance.
• Executive-level communication skills with the ability to influence cross-functional stakeholders and translate operational complexity into actionable business decisions.

• Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
• The opportunity to lead meaningful operational improvements and help strengthen how key service functions operate as MASA continues to grow.

• You’ll have meaningful ownership across several critical operational functions with the opportunity to strengthen how teams, workflows, and service delivery operate across the organization.
• You’ll join an organization that is actively investing in improving systems, processes, and operational capabilities -- with executive support behind those efforts.
• Your work will directly impact the experience of MASA members, partners, employers, brokers, and internal teams while working alongside leaders who value accountability, operational discipline, and continuous improvement.

NOTE:

Any pay range listed for this position is an estimate by the job board and may not reflect the actual compensation.