Overview
Role Purpose
To lead and manage a team in delivering operational excellence through rigorous performance integrity, quality governance, and continuous process improvement, ensuring SLA and KPI targets are consistently met, compliance standards are upheld, and corrective actions are systematically executed. The role drives a culture of accountability, transparent communication, and disciplined process adherence while developing team capability and maintaining strong stakeholder relationships.
Key Responsibilities
Performance Integrity & Quality Governance
- Own and enforce adherence to quality standards across the team; ensure leads conduct regular quality checks and provide structured, actionable feedback
- Lead root cause analysis (RCA) following all major incidents or escalations; drive corrective and preventive action (CAPA) plans through to completion
- Monitor team output, productivity, and compliance metrics in real time, escalating risks proactively
- Ensure zero-tolerance approach to SOP non-compliance; identify gaps and implement sustainable corrective measures
Process Improvement & Optimization
- Proactively identify opportunities to improve service levels, reduce process defects, and eliminate cost inefficiencies
- Collaborate with clients and internal teams to close process gaps and implement durable solutions
- Promote technology and innovation as levers for process improvement; introduce new standards and best practices
- Update SOPs and job aids on a weekly basis to reflect current process and regulatory requirements
- Lead complex, multi-component improvement projects, breaking them into executable components and guiding the team through delivery
Operations & SLA Management
- Ensure the team handles all work received and meets defined SLA commitments
- Conduct capacity planning aligned to demand and maintain operational continuity
- Make sound decisions on matters affecting customer satisfaction, compliance, and revenue generation
Stakeholder & Client Management
- Lead client and vendor calls; provide daily status updates and act immediately on flagged issues
- Escalate unresolved issues to appropriate individuals per established guidelines
- Own internal communications and change management for the function
Team Leadership & Development
- Set clear performance expectations; manage individual and team performance through regular coaching, feedback, and accountability conversations
- Deliver on-floor training and one-on-one mentorship for new joiners; support lead development
- Complete all mandatory training certifications on time and ensure team compliance with training requirements
Measures of Success
Performance Adherence
- 100% team adherence to quality standards, SLAs, and defined processes
- Number of SOP non-compliance incidents (target: zero repeat violations)
- Zero client escalations; escalation response and resolution time where they occur
- On-time completion rate for all mandatory training requirements across the team
- RCA completion rate following incidents, timeliness and quality of output
Process Improvement
- Number of process improvement initiatives identified and successfully implemented
- Measurable reduction in defect rates, rework, and process cycle times
- Cost and efficiency savings attributable to optimization efforts
- Frequency and quality of SOP and job aid updates
- Number of new ideas, best practices, or innovations introduced per quarter
- Rate of recurrence for issues with completed corrective actions
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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**The annual US base salary range for this position is $144,000 to $155,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.