Director of Operations

Our client is hiring a Director of Operations to help lead and elevate day-to-day operations across a Third-Party Administrator (TPA) environment. This is a highly customer-facing role working closely with vendors and TPA users to drive service quality, resolve operational issues, and build scalable processes.

This is a true player-coach opportunity: you’ll lead (managing a small team of 1–2 people) while staying hands-on in the work—especially around vendor performance, service delivery, and continuous improvement. We’re looking for someone who is solution-oriented, collaborative, and known for finishing what they start—a “completion addict” who brings integrity and a service-first mindset to every interaction.

 

What You’ll Do

• Own operational delivery across the TPA ecosystem, ensuring vendors and internal teams meet service expectations and timelines.
• Manage vendor relationships and performance: set expectations, monitor SLAs, lead issue resolution, and drive measurable improvements.
• Serve as a primary point of contact for clients/users of the TPA—communicating clearly, resolving escalations, and strengthening long-term partnerships.
• Act as a hands-on leader: jump in to troubleshoot, document processes, streamline workflows, and remove blockers.
• Build and improve operational playbooks (process mapping, SOPs, escalation paths, quality controls) to improve consistency and scalability.
• Partner cross-functionally (claims, service, finance, tech, vendor partners, client stakeholders) to align priorities and execute improvements.
• Lead and mentor 1–2 direct reports, providing coaching, accountability, and support while maintaining a high-performing, service-first culture.
• Track operational performance and trends; report out insights and propose practical, high-impact solutions.

Required Qualifications

• TPA industry experience is required (insurance/benefits administration environment).
• Proven operations leadership experience with a strong hands-on execution style (player-coach).
• Strong track record managing vendors and service delivery (SLAs, quality, issue resolution, continuous improvement).
• Excellent client-facing communication skills—able to explain complex issues simply and drive alignment.
• Highly collaborative, solution-oriented approach with a reputation for integrity and follow-through.

Preferred Qualifications

• Experience leading operational change (process improvement, workflow redesign, documentation, QA controls).
• Comfortable working across business and technical teams (systems/process mindset).
• Experience in regulated or high-service environments where trust and responsiveness are critical.