SUMMARY: The Sr. Director of Operations is responsible for ensuring that every contract meets peak efficiency while maintaining the highest standards of service delivery. The primary focus of this role is to drive the scalable growth and financial health of the organization by transforming high-level strategy into seamless operational execution.

ESSENTIAL FUNCTIONS:

• Data-Driven Decision Making: Utilize advanced analytics to diagnose operational friction points and implement corrective action plans within one week of a KPI dip.
• Profitability Management: Conduct monthly financial reviews with State Directors and Finance department leaders to bridge the gap between current spend and optimized contract efficiency.
• Standardization of Excellence: Establish and enforce a unified operational "playbook" for NEMT services to ensure compliance and quality across all geographical regions.
• Cross-Functional Collaboration: Work alongside the Executive Team to translate long-term company vision into daily tactical workflows for the management staff.
• Act with a sense of urgency as it relates to critical actions needed to make sure contracts are meeting and/or exceeding KPI’s.

KEY PERFORMANCE OBJECTIVES (RESULTS-FOCUSED)

• Operational Excellence & KPI Achievement: Own the delivery of all contractual Statement of Work (SOW) requirements. You will be successful when call center metrics and field operations consistently meet or exceed 100% of performance targets across all states.
• Financial Performance & Margin Optimization: Partner with State Directors to identify and execute cost-saving efficiencies. Success is measured by the ability to maintain or increase departmental profitability while staying within 5% of the annual budget.
• Strategic Scalability: Implement standardized "people systems" and reporting procedures that allow the organization to onboard new contracts with zero degradation in existing service levels.
• High-Performance Leadership: Recruit and mentor, a management tier capable of independent problem-solving. Success is defined by a measurable increase in leadership competency and a reduction in operational bottlenecks.
• Contract Retention & Stakeholder Trust: Act as the primary escalation point for state agencies and principal stakeholders. You will be judged on the successful renewal of existing contracts and the health of client satisfaction scores.

QUALIFICATIONS REQUIRED:

• Effective communicator with proven leadership skills and abilities to include strong financial acumen, excellent team building skills and the ability to implement necessary organizational strategies.
• Ability to analyze, organize, prioritize, implement, and control complex business activities and transactions.
• NEMT Subject Matter Expertise: Deep, practical knowledge of Non-Emergency Medical Transportation and the unique regulatory environment it inhabits.
• Financial Acumen: Demonstrated ability to manage multi-million-dollar budgets and interpret complex P&L statements to drive operational change.
• Crisis Leadership: A proven track record of maintaining a "sense of urgency" during critical operational failures, leading teams toward rapid resolution.
• Call Center Mastery: Sophisticated understanding of call center workforce management, technology stacks, and performance optimization.

MINIMUM REQUIRED EDUCATION:

• Bachelor’s degree in business from an accredited college or university
• Experience with a Managed Care Organization preferred.
• Experience with Medicare/Medicaid preferred.