Director of Operations, TRICARE Overseas Program

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference. The Director of Operations, Tricare Overseas Program will provide strategic leadership and oversight for multi-channel customer service and beneficiary support operations, ensuring exceptional service delivery, operational excellence, and achievement of key performance objectives. This role is accountable for leading high-performing teams responsible for enrollment services, customer support, and beneficiary engagement while driving a best-in-class customer experience across all communication channels.

The Director of Operations will champion process optimisation, standardisation, compliance, and continuous improvement initiatives to enhance efficiency, consistency, and service quality. This leader will also develop and execute customer self‑service strategies, leveraging digital tools and technology‑enabled solutions to improve accessibility, increase customer satisfaction, and deliver cost‑effective, high‑impact service experiences. Through data‑driven decision‑making and strong cross‑functional collaboration, the Director will foster innovation, operational effectiveness, and outstanding customer outcomes.

• Drives a culture of high‑quality customer experience in the Beneficiary Service Center and GFCD meeting and / or exceeding all contractual requirements and key performance indicators including telephone inquiry and written correspondence.
• Across all product lines, employs industry best practices through analytical data analysis, trending, technology and insight to build capacity, improve system‑wide efficiencies; standardisation and compliance utilizing lean 6‑Sigma methodologies and other means.
• Ensures all delivery teams are appropriately staffed with capable qualified employees, with appropriate recruitment, deployment and retention efforts.
• Creatively fosters an environment to motivate employees to their highest performance. Establishes direction, coaches, provides feedback, building commitment, trust, engagement and retention.
• Collaborates and strategically partners with internal stakeholders to achieve end‑to‑end process efficiencies, standardisation and full contract compliance.
• Proactively forecasts beneficiary call volumes and deploys appropriate workforce coverage.
• Ensures each team member is well equipped and adeptly trained (procedurally and technically) to keep pace with TRICARE requirements and changes to fully perform one’s tasks and to readily meet contractual requirements.
• Fosters a strong and robust relationship with the client.
• Partners closely with associated third‑party vendors for customer excellence, quality and accuracy

• Customer focus - actively listens and seeks information; identifies customer/client need and checks understanding; develops relationships with key customers/clients; confident in building relationships at all levels.
• Leading others – Decisiveness and attention to detail, establishes clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well‑planned and organized manner.
• Communication/Interpersonal – Exceptional EQ skills; builds appropriate rapport; listens; builds constructive and effective relationships; uses diplomacy and tact; can diffuse high‑tension situations…