Assistant Director, Global Service Delivery

Accountabilities • Manage offshore partnerships: Serve as the primary point of contact and escalation lead for offshore subcontractor partners, building productive relationships and ensuring timely resolution of issues, blockers, and service requests.

• Lead service delivery operations: Provide direction to offshore teams, establish priorities and performance expectations, and promote accountability to achieve consistent operational outcomes.

• Monitor partner performance: Define and manage key performance indicators (KPIs) and service-level agreements (SLAs) to track productivity, quality, and overall service delivery effectiveness.

• Analyze operational data: Develop dashboards and performance reports, evaluate trends, identify service gaps and emerging risks, and implement corrective action plans to improve results.

• Drive cross-functional improvements: Collaborate with Service Delivery, IT, Security, Training and Quality, and offshore partners to improve processes, onboarding, team ramp-up, and ongoing operational efficiency.

• Oversee partner governance: Establish and maintain regular operational reviews, business review meetings, escalation procedures, and stakeholder communication practices.

• Manage deliverables and follow-through: Track action items, project milestones, standard operating procedures (SOPs), and partner commitments to ensure timely completion and alignment across teams.

• Strengthen service quality: Identify opportunities to improve operational consistency, performance, and customer outcomes while supporting the organization's evolving business needs.

• Communicate with stakeholders: Present performance updates, operational challenges, and improvement plans clearly to onshore and offshore leadership teams, including executive stakeholders.

• Support continuous improvement: Adapt to changing priorities, identify emerging challenges, and develop practical solutions that improve partner performance and overall service delivery.

Requirements

• Revenue Cycle Management experience: 6–8 years of experience working within a Revenue Cycle Management (RCM) environment, with a strong background in RCM highly preferred.

• Global partnership experience: At least 3–4 years of experience working with global customers or partners, ideally involving offshore service delivery relationships.

• Education: Bachelor's degree preferred.

• Project management certification: Project Management Professional (PMP) certification preferred.

• Performance management skills: Ability to establish performance metrics, monitor KPIs and SLAs, analyze productivity and quality data, and develop actionable improvement plans.

• Operational leadership: Experience setting priorities, managing deliverables, coordinating cross-functional initiatives, and promoting accountability across distributed teams.

• Stakeholder management: Strong relationship-building and escalation management skills, with the ability to work effectively with offshore partners, internal departments, and senior leadership.

• Communication and presentation: Confidence presenting on camera and communicating clearly with both onshore and offshore executive teams.

• Analytical and problem-solving abilities: Strong attention to detail and the ability to identify operational risks, resolve delivery challenges, and implement effective process improvements.

• Organizational skills: Ability to manage competing priorities, maintain clear documentation, track action items, and support structured operational governance.

• Remote work readiness: Ability to maintain a dedicated, professional, and distraction-free workspace at home.

• Preferred location: Priority is given to applicants located in Alabama, Arkansas, Arizona, Florida, Georgia, Idaho, Indiana, Kansas, Maine, Michigan, Missouri, Mississippi, North Carolina, New Mexico, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin, and West Virginia.

• Identity verification: Willingness to present a valid government-issued photo ID during screening or interviews. A photograph may also be captured for identity verification, security, and record-keeping in accordance with applicable privacy requirements.

Benefits

• Remote work: Fully remote position within the United States, with a dedicated home workspace required.

• Healthcare coverage: Medical, dental, and vision insurance.

• Life and disability insurance: Life insurance, short-term disability, and long-term disability coverage.

• Retirement savings: 401(k) plan.

• Paid time off: Generous paid time off policy and paid holidays.

• Professional growth: Opportunity to contribute to a growing healthcare services organization and support evolving global service delivery operations.

• Collaborative culture: Work with dedicated colleagues and cross-functional teams in an environment that values operational excellence, adaptability, and achievement.

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