Director of Provider Services (Operational Transformation)

Job Description

We’re looking for an exceptional leader to own and evolve Devoted’s Provider Services function.

Provider Services is a critical operational engine that supports our providers and enterprise at scale. Today, this work is delivered through a large offshore service model. We believe the future looks fundamentally different.

AI, voice automation, digital workflows, and self-service are changing the cost and quality curve of operational work, creating a unique opportunity to reimagine Provider Services as a modern, technology-enabled service engine that delivers better provider experience, stronger quality, and a structurally lower cost model.

In this role, you’ll lead both the day-to-day operational excellence of Provider Services and the design, implementation, and ownership of its next-generation operating model. We’re looking for a systems-minded operator who can own outcomes end to end — a true builder-operator who can lead a scaled service organization today while designing, implementing, and owning the workflows, systems, and tooling that will define how the function operates in the future.

The best candidate will combine operational excellence, systems thinking, obsession with detail, pace-setting execution, and the ability to create confidence through change. This role is ideal for someone who organizes around metrics and outcomes, runs to hard problems, has a strong track record of achieving results, and thrives in ambiguity while building durable systems that outlast any one leader.

• Ownership of Devoted’s Provider Services function, including service levels, quality, provider experience, operational performance, compliance, and cost

• Leading a large-scale provider support organization, including offshore and vendor-supported operations

• Running the current machine while designing, implementing, and owning the future-state machine

• Defining and executing the roadmap for modernizing Provider Services through voice AI, advanced dialer, digital channels, workflow automation, and self-service

• Establishing clear visibility into units of work, productivity, quality, cost, workforce planning, and performance metrics

• Building and operationalizing AI-enabled and human-in-the-loop workflows that improve quality, consistency, speed, and provider satisfaction

• Managing the function through rigorous metrics, KPIs, scorecards, and performance dashboards, with clear accountability for outcomes

• Partnering cross-functionally with Network and other health plan operations teams to solve upstream drivers of provider issues and improve end-to-end provider experience

• Leading through significant evolution while creating confidence, momentum, stability, and strong culture through change

• Raising the talent bar across the organization by setting the pace and modeling high standards

• At least 10 years of leadership experience with a track record of delivering measurable outcomes in complex operational environments

• Outstanding operational rigor with the ability to deploy technology to solve complex business challenges

• Proven experience driving end-to-end initiatives from strategy through execution that materially improve quality, service levels, cost, compliance, or operational efficiency

• Strong systems thinking and product mindset, with experience owning roadmaps, KPIs, and cross-functional execution

• Demonstrated ability to manage through metrics, establish ambitious targets, and drive teams to results with clear accountability

• Exceptional attention to detail and precision, with a reputation for sweating the details and getting the hardest operational last mile right

• Strong people leadership skills, with the ability to lead through managers, distributed teams, and external vendors

• Excellent communication skills, with the ability to influence senior leaders and cross-functional partners

• Clear evidence of urgency, resilience, and the ability to move quickly while maintaining high quality standards

• Demonstrated ability to raise the talent bar and serve as a pace setter for teams and peers

• Experience leading scaled service operations

• Experience transforming service operations through AI-enabled workflows

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Salary Range: $137,000-$247,000

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.