We are looking for a seasoned executive to enhance our operational capacity while improving experiences for both clients and team members. This leader will guide the operations team, offering solutions to scale our growing business, bring in automation/AI, and navigate daily process challenges. As the strategic and implementation owner, the executive will drive initiatives focused on workflow optimization, staff capability enhancement, database integrity, and technological innovation.
Responsibilities: The new executive will have broad authority to take the operational portion of the firm to the next level, enabling the firm to grow in a profitable and scalable way.
- Understand the roles and processes of the operational teams, while troubleshooting and restructuring processes to make the operation more efficient, more responsive for our clients, and more rewarding for our team members.
- Develop measures of performance for team members to better set expectations for production and quality. Develop programs for identifying shortfalls in production and quality and continuously improving performance.
- Identify opportunities for strategic changes that can improve firm performance and the client journey (moving from sign up, to award, to retention and future amendment) ; develop specific plans to bring these opportunities to fruition.
- Mentor direct reports and more junior staff.
- Foster a transparent environment in which operational staff and the executive’s peers are informed of, and invested in, new initiatives.
- Strive to improve client satisfaction and look for new areas of opportunity.
- Oversee and manage processes to ensure database integrity.
- Presence of at least four (4) days per week in the New York City office is mandatory.
Requirements:
- At least 10 years of leadership experience in operations in a high-volume environment. Ideally, the candidate should be experienced in a claims-processing environment (e.g., insurance), but other comparable work experience will be considered.
- Demonstrated experience working within highly regulated environments and/or government programs, such as Medicare/Medicaid, that demand strict compliance to HIPAA requirements.
- The firm handles personal and confidential information for thousands of clients, experience with confidential data is required.
- A strategic perspective who can envision and articulate goals for the medium and long terms, while retaining the ability to lead the implementation of nearer-term initiatives.
- Strong quantitative abilities, demonstrated by the ability to set targets, create performance metrics, and manage teams to meet goals.
- Demonstrated comfort with technology. The firm relies on a single technology platform for most needs. The new executive’s team creates, uses, and relies on data from that system, and new initiatives must be integrated with that system.
- College degree required; relevant MBA or other graduate degrees (management, systems, etc.) preferred
