Head of Operations

Position Overview

The Head of Operations is the senior executive responsible for the end-to-end operational service delivery of DataCT in its capacity as the CT Plan Administrator. The role owns all day-to-day administrative operations — subscriber onboarding, usage tracking, direct and indirect billing, MISU processing, delinquency management, reporting, and compliance operations — and is accountable for meeting or exceeding Service Level Agreements committed under the Administrator Services Agreement.

This is a hands-on, build-and-run role. The Head of Operations will design, implement, and operate the scalable infrastructure required to support approximately 2,000 subscribers and the high-volume invoicing, revenue-allocation, and audit workflows that follow. The role works closely with DataBP LLC (technology services provider), Deloitte (PMO and accounting/receivables), and the SIP Processors, and is expected to instill a digital-first, continuous-improvement culture across the Operations function.

DataCT operates under the independence, governance, and transparency framework established in the CT Plan and the Administrator RFP. All staff are expected to uphold the independence of the Administrator function, avoid actual or perceived conflicts of interest, and support the governance reporting obligations of the Operating Committee of CT Plan LLC.

• Own end-to-end operational delivery of all CT Plan Administrator functions, including subscriber onboarding, entitlement provisioning, usage tracking, billing, MISU handling, delinquency management, and customer service.
• Establish and maintain Service Level Agreements, Standard Operating Procedures, and runbooks for every operational process.
• Operate the direct-billed and indirect-billed subscriber programs and manage global account operations.
• Supervise vendor and subscriber reporting cycles, including usage declarations, exception handling, and reconciliation to billing.

• Partner with DataBP LLC and internal/third-party technology teams to oversee the day-to-day operation, monitoring, capacity, and performance of DataCT's operational systems.
• Direct resilience programs, incident response, change management, and release management for operational systems.
• Ensure Regulation SCI readiness, including BCP/DR testing, cyber resilience, and required regulator coordination.
• Govern access controls, segregation of duties, and operational audit trails.

• Maintain a forward-looking capacity model covering subscriber growth, reporting complexity, and policy evolution.
• Champion a digital-first strategy that streamlines administrative processes, reduces operational risk, and maximizes operating leverage.
• Lead continuous-improvement and automation initiatives across licensing compliance, margin expansion, and revenue assurance.
• Ensure operational capacity to support approximately 2,000 subscribers at full operating state.

• Operate DataCT's Operational Analytics capability, including executive, Board, and Operating Committee dashboards.
• Produce monthly and quarterly operational performance reports covering SLA attainment, incident trends, billing accuracy, audit recoveries, and customer satisfaction.
• Establish, measure, and report operational KPIs consistently across all functions.

• Own operational performance management for DataBP LLC, Deloitte service lines (PMO, Accounting & Tax, Payroll), and other operational vendors.
• Administer SLA performance reviews, service credits, and escalation protocols.
• Coordinate independence certifications and conflicts attestations from operational subcontractors consistent with CT Plan governance obligations.

• Lead the operational transition from legacy CTA and UTP Plan administration to the unified CT Plan Administrator model, including hot‑cutover readiness by the contractual implementation deadline.
• Coordinate with SIP Processors, CT Plan counsel, Deloitte, and DataBP to deliver seamless subscriber and revenue…