Director,CareIQ Service & Network Job New Albany area,Indiana USA,Management

Position: Director, CareIQ Service & Network Performance

Director, CareIQ Service & Network Performance

The Director, CareIQ Service & Network Performance, is responsible for driving enterprise-wide service excellence across CareIQ by overseeing client performance, provider relations, vendor governance, network performance, quality initiatives, and operational improvement strategies.

This role serves as a strategic leader focused on optimizing service delivery, improving customer and provider experiences, reducing operational friction, and creating scalable processes that support future growth. The position bridges Operations, Client Performance, Provider Relations, and Vendor Management to ensure accountability, consistency, and continuous improvement across all service lines.

This is a remote role.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Leadership of Client Performance, Provider Relations, Vendor Performance, and Service Delivery Excellence functions
Vendor and Network Performance Governance, including vendor relationships, provider network performance, service-level adherence, contract performance monitoring, network adequacy, capacity planning, and strategic network initiatives
Network strategy, performance, and capacity planning
Service delivery performance oversight and quality management
Escalation governance and root cause analysis
Process improvement and operational excellence initiatives
Business analytics, KPI ownership, and performance reporting
Workflow optimization, automation, and AI-driven efficiencies
Cross-functional collaboration to improve scalability, consistency, and customer outcomes
Oversight of client onboarding, implementation, service adoption, training, and customer success programs
Executive-level resolution of complex client, provider, vendor, and operational escalations
Development and oversight of quality assurance programs, service audits, corrective action plans, and continuous improvement initiatives
Financial stewardship, including resource planning, budgeting, productivity management, expense oversight, and operational performance optimization
Leadership of organizational change initiatives, process transformation efforts, and strategic growth readiness planning
Establishment of governance frameworks, accountability standards, and performance management processes across service delivery functions
Ownership of client experience strategy, customer feedback programs, service-level insights, customer satisfaction trends, and retention support
Partnership with Product leadership to support successful implementation, operationalization, and scaling of CareIQ products and services
Additional duties as assigned

KEY BUSINESS OBJECTIVES:

Improve customer implementation success, service adoption, and long-term client retention
Enhance quality assurance, service consistency, and customer outcomes across all CareIQ service lines
Improve productivity, resource utilization, and operational effectiveness while supporting sustainable growth
Provide operational insights and performance data that support future product development, service enhancements, and network growth strategies
Improve client and provider experience
Reduce operational escalations and rework
Strengthening vendor accountability and performance
Increase operational efficiency and scalability
Support growth initiatives through improved processes and capacity planning
Identify and implement automation and AI opportunities

KNOWLEDGE &

SKILLS:

Strong leadership and mentoring skills
Demonstrated ability to provide superior service to internal and external stakeholders
Demonstrated ability to build trust and strong cross-functional relationships across an organization to achieve common goals
Proven project management and process improvement skills
Proven skill in prioritizing, problem solving…