SVP, BPO Operations & Implementation

COMPANY OVERVIEW:

HealthAxis is a prominent provider of core administrative processing system (CAPS) technology, business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We are transforming the way healthcare is administered by providing innovative technology and services that uniquely solve critical healthcare payer challenges negatively impacting member and provider experiences.

We live and work with purpose, care about others, act with integrity, communicate with transparency, and don’t take ourselves too seriously.

We're not just about business – we're about people. Our commitment to a people-first approach shapes everything we do, from collaborating as a team to serving our valued clients. We believe that creating a vibrant and human-centric environment can inspire engagement, empower our team members, and ignite a sense of purpose in all that we accomplish.

PURPOSE AND SCOPE:

The Senior Vice President of Operations & Implementation is a strategic executive leadership role responsible for end-to-end oversight of operational delivery, implementation execution, and process innovation across the organization. Reporting directly to the CEO, this role drives scalable and cost-effective service operations that align with client expectations, internal performance metrics, and company financial goals.

This executive leads all operational functions—including implementation, delivery, and client services—and is accountable for operational budgeting, aligning revenue targets with forecasted cost of goods sold (COGS), and delivering measurable outcomes. The SVP will champion offshoring where strategically advantageous and drive agentic automation to maximize efficiency, reduce manual effort, and enhance execution speed and accuracy across teams.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Oversee the day-to-day execution of all operational functions to manage, meet or exceed client expectations across all service lines; in depth functional knowledge is required as this role is “hands on” and provides planning and guidance to functional teams to meet deliverable requirements, SLAs and maintain customer satisfaction.

• Accountable for the Implementation Team delivery, with focus on budget ownership, project planning, resource allocation, and delivery outcomes.

• Accountable to maintain, manage and meet departmental budgets for both implementation and operational teams.

• Ensure team structures and roles are optimized for performance through offshoring, automation, and continuous process improvement.

• Create and empower agile, accountable teams by fostering a culture of innovation, ownership, and "can-do" problem-solving.

• Establish and maintain internal KPIs and SLAs that exceed client commitments leveraging real-time data.

• Continuously evaluate and implement efficient workflows, integrating technology, automation, and optimized process design to enhance claims processing, call center performance, and enrollment functions.

• Lead organizational efforts in outsourcing and offshoring strategy to create capacity, control costs, and scale operations. Presenting as “one team” internally and externally.

• Drive the deployment of agentic automation across operations, delivery, and implementation to eliminate inefficiencies and accelerate time-to-value.

• Deliver high-quality outcomes with strict adherence to regulatory compliance and performance standards.

• Ensure all stakeholders, internal and external, receive timely, transparent updates and reporting to support decision-making.

• Provide strategic insight and recommendations to the CEO and executive team on operational optimization, technology adoption, and fiscal accountability.

• Develop, monitor, and manage department budgets and forecasts, ensuring fiscal discipline and alignment with company goals.

• Manage vendor relationships and performance related to operations and implementation performance.

• Collaborate cross-functionally to develop and implement operational, strategic, and technical enhancements that elevate service quality and customer experience.

• Lead, manage and hold teams accountable for results.

• Perform other duties and executive-level initiatives as assigned.

EXPERIENCE AND REQUIRED SKILLS:

• Bachelor’s degree in business administration, Program Management, or similar or related field.

• Proven experience managing complex BPO operations for healthcare payers, including claims, configuration, utilization management, call center, and enrollment services.

• Strong understanding of payer operations, industry regulations, and emerging technologies.

• Demonstrated success in managing large operational budgets, aligning revenue to COGS forecasts, and delivering measurable cost savings.

• Experience managing global/offshore teams and implementing outsourcing strategies to improve scalability and reduce costs.

• Deep expertise in automation and digital transformation, including deployment of agentic or intelligent automation platforms.

• Highly data-driven with the ability to interpret operational metrics, performance reports, and financial forecasts to guide decisions.

• Demonstrated leadership in team transformation, with a proven track record of building high-performing, client-centric teams.

• Strong interpersonal and communication skills; able to collaborate and present at all levels, including board and executive audiences.

• Strategic thinker with the ability to balance long-term planning and immediate execution in a fast-paced, high-change environment.

• Self-motivated, results-driven, and highly organized with strong problem-solving and decision-making abilities.

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