Lead execution of operational excellence initiatives across one or more vertical (Enrollment, Claims, Call Center, etc) functions for BPaaS customers.
Manage program planning and delivery, including timelines, resource allocation, and stakeholder communication.
Conduct operational assessments and partner with functional leaders to identify inefficiencies and improvement opportunities.
Perform root cause analysis and develop actionable recommendations for process optimization.
Develop and maintain program dashboards to track KPIs, cost savings, and efficiency gains.
Coordinate cross-functional teams to implement process improvements, automation, and workflow optimization.
Ensure standardization of processes and best practices across customer accounts.
Collaborate with technology teams to support automation initiatives (RPA, AI/ML).
Prepare business cases and ROI analyses for proposed initiatives.
Drive change management efforts to ensure adoption and sustainability of improvements.
Facilitate governance processes, including regular review cadences and escalation protocols.
Communicate program progress and outcomes to executive stakeholders and clients.
Mentor and develop team members within the operational excellence function.

8+ years of experience in operational excellence, process improvement, or direct operational management.
3+ years of leadership experience managing complex programs or initiatives.
Deep expertise in BPaaS operations, especially in healthcare enrollment, claims processing, or contact center environments.
Proven ability to deliver measurable improvements in cost, quality, and efficiency.
Excellent program management, analytical, and stakeholder engagement skills.
Bachelor’s degree required; Lean Six Sigma, PMP certification, or direct process improvement experience preferred.

Program Director – Operational Excellence

Key skills