Director of Operations

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of a Director of Operations is to drive the overall business culture and operations of the department, including development, guidance and direction of the Claims Processing, Reviews, and Support Staff. An experienced and well‑rounded “hands on” leader with a focus on driving optimal performance, P&L, client relationships, and continuous improvement initiatives. Must be self‑directed, data oriented and able to deliver consistently on key performance metrics in a complex environment.

Director of Operations

• BA/BS in Business Administration or related field or equivalent required

• 5+ years experience in customer service, call center or related field, including directing multiple sites and clients. Healthcare Industry experience required.

• Exceptional interpersonal, customer service, problem‑solving, verbal and written communication, and conflict resolution skills.
• Excellent presentation and client interaction skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
• Strong operational and financial acumen, executive presence, and the ability to lead multiple locations.
• Strong business acumen with a broad understanding of fundamental business principles.
• Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.
• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive.
• Ability to solve problems using creativity, critical thinking, decisiveness, and leadership.
• Advanced customer focus and customer service skills.
• Sufficient schedule flexibility commitment to support a 24/7 Global company.
• Experience and willingness to delve into all levels of detail needed to accomplish the business goals.
• Strong fiscal acumen with financial modelling & budgeting experience.

• Review and manage balanced scorecard and key performance indicators, regularly focusing on long term objectives to ensure Client and Organization goals are continually met.
• Develop long term plan to enhance performance of programs. This includes areas such as Force Management, Training, quality, staffing and/or program initiatives.
• Effectively manage in a fast paced call center environment with multiple teams.
• Lead cross‑functional activities and communication to further partnership between organization and assigned clients.
• Participate in cross‑functional teams including IT, WFM, Client Services, Implementation, Change Management, and other support departments.
• Use a systematic approach to identifying improvement opportunities, root‑cause analysis, recommending solutions, and implementing process improvements in accordance with client/company policies and practices.
• Responsible for leading, providing professional development, and evaluating direct reports.
• Provide clients with contact center consulting services in relationship to benchmark data relative to forecasting, staffing, quality assurance, training, call center…