{"id":3913304,"url":"https://alion.io/job/vxi-global-solutions-associate-director-operations","title":"Associate Director, Operations","company":{"id":2353088,"name":"VXI Global Solutions","domain":"vxi.com","url":"https://alion.io/company/vxi-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":37,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Morrow, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-11-06T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T04:47:13Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"It's fun to work in a company where people truly BELIEVE in what they are doing!\nWe're committed to bringing passion and customer focus to the business.\nThe Associate Director of Operations is responsible for leading multiple programs, clients, or lines of business. This role provides strategic and operational leadership to ensure strong performance, client satisfaction, financial results, workforce stability, regulatory compliance, and employee engagement.\nThe Associate Director will serve as a senior operational partner to clients and internal stakeholders, translating business objectives into clear execution plans. The role requires a hands-on leader who can manage complex operations, develop high-performing teams, identify risks early, and drive sustainable improvements across service, quality, cost, and customer experience.\nThe successful candidate must demonstrate strong operations knowledge, executive presence, financial discipline, and the ability to lead through growth, transformation, and operational challenges.\nKey Responsibilities\nOperational Leadership\nProvide overall leadership for assigned clients, programs, and lines of business.\nLead Operations Managers, Senior Operations Managers, Team Leaders and other assigned leaders.\nEstablish clear operating rhythms, performance expectations, and accountability across the organization.\nEnsure daily, weekly, and monthly performance is reviewed through structured governance.\nTranslate client requirements and contractual commitments into executable operating plans.\nMaintain strong control over service levels, productivity, quality, attendance, utilization, and customer experience.\nIdentify performance risks early and implement immediate recovery and stabilization plans.\nEnsure corrective actions address root causes and result in sustainable performance improvement.\nMaintain operational readiness for seasonal volume, enrollment periods, new product launches, and business growth.\nClient Leadership and Relationship Management\nServe as a senior point of contact for assigned clients.\nBuild trusted, transparent, and consultative relationships with client stakeholders.\nLead client governance meetings, operational reviews, business reviews, and executive discussions.\nCommunicate performance, risks, recovery plans, and opportunities clearly and proactively.\nEnsure client commitments are documented, assigned, tracked, and completed within agreed timelines.\nPartner with clients to identify opportunities to improve customer experiences.\nSupport client retention, contract expansion, and growth opportunities.\nMaintain appropriate executive escalation protocols and ensure there are no surprises for clients or internal leadership.\nPerformance and Quality Management\nEnsure achievement of contractual and internal performance expectations, including:Service level\nAverage handle time\nQuality assurance\nCustomer satisfaction\nFirst-contact resolution\nSchedule adherence\nAttendance\nOccupancy and utilization\nProductivity\nAttrition\nTraining throughput\nBilling-to-payroll performance\nFinancial and margin targets\n\nLead structured performance reviews and require clear action plans for any metric below target.\nPartner with Quality, Training, Workforce Management, Analytics, and Continuous Improvement teams to close performance gaps.\nEstablish call-listening, coaching, calibration, and frontline engagement routines.\nUse data and operational insights to identify trends, performance drivers, and improvement opportunities.\nEnsure action plans include defined owners, deadlines, success measures, and follow-up governance.\nFinancial Management\nOwn the financial performance of assigned accounts or programs.\nManage revenue, gross margin, labor cost, overtime, staffing efficiency, and other controllable expenses.\nUnderstand client contracts, pricing structures, billing rules, penalties, incentives, and service-level commitments.\nPartner with Finance to review monthly results, forecasts, budget variances, and financial risks.\nEnsure staffing decisions balance client performance, employee experience, and financial expectations.\nIdentify revenue-at-risk and margin-at-risk items and establish mitigation plans.\nDrive operational efficiency without negatively affecting quality, compliance, or customer experience.\nWorkforce and Capacity Management\nPartner with Workforce Management to ensure accurate forecasting, staffing, scheduling, and capacity planning.\nReview required headcount, productive headcount, shrinkage, attrition, hiring needs, and training plans.\nEnsure staffing plans align with client forecasts and contractual requirements.\nChallenge assumptions and address gaps before they affect service or financial performance.\nMaintain visibility into hiring classes, training throughput, nesting performance, production readiness, and early attrition.\nEnsure staffing decisions are supported by data and documented business rationale.\nPeople Leadership and Talent Development\nBuild a high-performance culture centered on trust, accountability, collaboration, and continuous improvement.\nDevelop Operations Managers and other leaders through coaching, feedback, mentoring, and structured development plans.\nEstablish succession plans for critical operational roles.\nIdentify high-potential leaders and create opportunities that prepare them for increased responsibility.\nEnsure leaders spend appropriate time engaging frontline employees and understanding operational barriers.\nHold leaders accountable for employee engagement, retention, performance management, and development.\nPartner with Human Resources on employee relations, performance concerns, leadership development, and organizational planning.\nPromote a culture where employees feel respected, supported, and connected to the purpose of serving healthcare consumers.\nHealthcare Compliance and Risk Management\nEnsure all operations follow applicable client requirements, company policies, and healthcare regulatory standards.\nPartner with Compliance, Security, and Quality teams to address incidents, audit findings, and control gaps.\nEnsure operational teams are prepared for internal audits, client audits, and regulatory reviews.\nMaintain effective business continuity, emergency response, and disaster recovery plans.\nEscalate material compliance, security, operational, or client risks promptly.\nEnsure corrective and preventive actions are documented and completed.\nLaunch, Transition, and Growth Support\nProvide operational leadership for new client implementations, new lines of business, migrations, and expansions.\nPartner with Project Management, Solutions, Training, Workforce Management, Talent Acquisition, IT, Facilities, and Finance during launches.\nEnsure operational requirements, risks, dependencies, and readiness criteria are clearly documented.\nParticipate in go-live readiness reviews and provide accurate status reporting to executive leadership.\nStabilize new programs through structured launch governance and early-life performance management.\nSupport business development activities, client visits, solution discussions, and operational due diligence when required.\nContinuous Improvement and Innovation\nPromote disciplined problem-solving using root-cause analysis, A3, Lean, DMAIC, or similar methodologies.\nIdentify opportunities to simplify processes, reduce waste, improve productivity, and strengthen the customer experience.\nPartner with Technology, Analytics, Automation, and Continuous Improvement teams to implement scalable solutions.\nEncourage leaders to challenge existing processes and recommend better ways of working.\nTrack improvement initiatives through measurable business outcomes.\nShare best practices across healthcare accounts and sites.\nLeadership Expectations\nThe Associate Director is expected to:\nDemonstrate ownership for results and avoid passing accountability to support functions.\nLead with urgency while making thoughtful, data-driven decisions.\nMaintain high visibility within the operation.\nCommunicate difficult messages clearly, respectfully, and directly.\nAnticipate challenges instead of reacting after performance is affected.\nBuild strong partnerships across Operations, Workforce Management, Training, Quality, Finance, Human Resources, IT, and Client Services.\nProvide executive leadership with accurate, timely, and transparent updates.\nCreate an environment where leaders understand priorities and employees understand how their work contributes to client and business success.\nMaintain a strong bias for action and follow-through.\nMinimum Qualifications\nBachelor’s degree in Business Administration, Operations Management, or a related field.\nAt least eight years of experience in business process outsourcing, contact center operations, healthcare services, or a related industry.\nAt least four years of experience leading large, complex operational teams through Operations Managers or equivalent leaders.\nExperience managing multiple programs, lines of business, or client relationships.\nDemonstrated experience managing operational and financial performance.\nStrong understanding of contact center metrics, workforce planning, quality management, and performance improvement.\nExperience leading client governance meetings and presenting to senior stakeholders.\nStrong written and verbal communication skills.\nStrong analytical, problem-solving, and decision-making capabilities.\nAbility to work in a fast-paced, matrixed, and rapidly changing environment.\nWillingness to work schedules that support clients and stakeholders across different time zones.\nAbility to travel domestically or internationally when business needs require.\nPreferred Qualifications\nExperience supporting U.S. healthcare payers, providers, pharmacy benefit managers, specialty pharmacies, or healthcare service organizations.\nKnowledge of healthcare member services, patient access, provider services, claims, benefits, enrollment, pharmacy, or clinical support operations.\nExperience managing operations across multiple Philippine sites or global delivery locations.\nExperience with new client implementations, transitions, migrations, or business expansions.\nLean Six Sigma, COPC, Project Management, Scrum, or similar certification.\nExperience using business intelligence tools, workforce platforms, performance dashboards, and automated reporting.\nExperience managing large-scale operations with several hundred employees or more.\nIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!","description_format":"text","description_chars":10552,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-07T09:22:39Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":62500,"route":null,"cap_exempt":false,"checked_at":"2026-11-08T10:45:15+00:00","sources":["US Department of Labor: LCA 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