Director, Managed Services Operations

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    "title": "Director, Managed Services Operations",
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    "datePosted": "2024-06-06T08:29:58.076Z",
    "description": "<h2>Overview</h2>\n<p><strong>Be inspired. Be valued. Belong.  At Emory Healthcare</strong> </p>\n<p>At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:  </p>\n<ul>\n <li>Comprehensive health benefits that start day 1  </li>\n</ul>\n<ul>\n <li>Student Loan Repayment Assistance & Reimbursement Programs  </li>\n</ul>\n<ul>\n <li>Family-focused benefits  </li>\n</ul>\n<ul>\n <li>Wellness incentives </li>\n</ul>\n<ul>\n <li>Ongoing mentorship, development, leadership programs </li>\n</ul>\n<ul>\n <li>And more </li>\n</ul>\n<h2>Description</h2>\n<p>The Director, Managed Services Operations provides strategic and operational leadership across a portfolio of outsourced, site-based service lines within a complex, multi-location environment.</p>\n<p>This role combines day-to-day operational oversight with long-term strategic planning to drive performance improvement, financial optimization, and vendor accountability. The Director acts as a systems thinker and execution-oriented leader who translates enterprise strategy into operational outcomes while building strong partnerships with internal stakeholders and third-party service providers.</p>\n<h1>RESPONSIBILITIES</h1>\n<h2>Operational Leadership</h2>\n<ul>\n <li><p>Provide leadership and operational oversight for multiple managed service programs across diverse locations.</p></li>\n <li><p>Ensure consistent execution of service standards, regulatory compliance requirements, and performance expectations.</p></li>\n <li><p>Lead cross-functional collaboration to align operational activities with organizational priorities.</p></li>\n <li><p>Drive accountability through performance dashboards, key performance indicators (KPIs), and structured business reviews.</p></li>\n</ul>\n<h2>Strategic Planning & Operational Optimization</h2>\n<ul>\n <li><p>Develop and implement multi-year service delivery strategies aligned with enterprise supply chain objectives.</p></li>\n <li><p>Identify opportunities to standardize processes, improve scalability, and enhance integration of service lines.</p></li>\n <li><p>Lead transformation initiatives focused on operational efficiency, sustainability, and innovation.</p></li>\n <li><p>Partner with senior leadership to forecast service demand, plan operational capacity, and manage potential risks.</p></li>\n</ul>\n<h2>Process Improvement</h2>\n<ul>\n <li><p>Champion continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.</p></li>\n <li><p>Analyze operational data to identify opportunities to improve cost efficiency, service quality, and operational performance.</p></li>\n <li><p>Implement best practices to reduce waste, improve turnaround times, and optimize resource utilization.</p></li>\n <li><p>Establish governance frameworks to ensure consistency, standardization, and repeatability across multiple locations.</p></li>\n</ul>\n<h2>Vendor & Contract Management</h2>\n<ul>\n <li><p>Serve as the executive liaison for third-party service providers.</p></li>\n <li><p>Lead contract negotiations, vendor performance management, and renewal strategies.</p></li>\n <li><p>Establish and monitor service-level agreements (SLAs) to ensure vendor compliance and service quality.</p></li>\n <li><p>Drive value through strategic sourcing initiatives, benchmarking, and supplier performance optimization.</p></li>\n <li><p>Mitigate operational and financial risk through structured vendor oversight and governance.</p></li>\n</ul>\n<h2>Financial & Performance Management</h2>\n<ul>\n <li><p>Lead budget development, forecasting, and financial performance monitoring.</p></li>\n <li><p>Identify opportunities for cost containment and productivity improvement.</p></li>\n <li><p>Deliver measurable improvements in operational margin, cost per unit, and service performance metrics.</p></li>\n <li><p>Provide executive-level reporting and performance insights to leadership stakeholders.</p></li>\n</ul>\n<h2>Team Leadership & Culture</h2>\n<ul>\n <li><p>Build, develop, and lead high-performing teams across multiple sites.</p></li>\n <li><p>Foster a culture focused on accountability, operational excellence, and continuous improvement.</p></li>\n <li><p>Coach and mentor leaders to strengthen operational discipline and stakeholder engagement.</p></li>\n <li><p>Promote safety, compliance, and ethical standards across all operational activities.</p></li>\n</ul>\n<h2>Additional Responsibilities</h2>\n<ul>\n <li><p>Perform additional duties as assigned.</p></li>\n</ul>\n<h1>Work Environment</h1>\n<p><strong>Work Type:</strong> Hybrid — This position splits time between remote work and in-office presence.</p>\n<p><strong>Travel:</strong> Less than 10% travel may be required.</p>\n<h1>Minimum Required Qualifications</h1>\n<h2>Education</h2>\n<ul>\n <li><p>Bachelor’s degree in Supply Chain, Business, Operations, or a related field.</p></li>\n</ul>\n<h2>Experience</h2>\n<ul>\n <li><p>Minimum <strong>8+ years</strong> of progressive leadership experience in managed services, supply chain operations, or multi-site operational management.</p></li>\n</ul>\n<h2>Knowledge, Skills, and Abilities</h2>\n<ul>\n <li><p>Demonstrated success in vendor management and contract oversight.</p></li>\n <li><p>Strong financial acumen including budgeting, forecasting, and P&L responsibility.</p></li>\n <li><p>Proven experience leading operational process improvement initiatives.</p></li>\n</ul>\n<h1>Preferred Qualifications</h1>\n<h2>Education</h2>\n<ul>\n <li><p>Master’s degree in Supply Chain, Business, Operations, Administration, or a related field.</p></li>\n</ul>\n<h2>Experience</h2>\n<ul>\n <li><p>Experience working in highly regulated or complex operational environments.</p></li>\n</ul>\n<h2>Certifications</h2>\n<ul>\n <li><p>Lean, Six Sigma, or other continuous improvement certification preferred.</p></li>\n</ul>\n<p>ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.</p>\n<h2>Additional Details</h2>\n<p>Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.</p>\n<p><strong><em> </em></strong><strong> </strong></p>\n<p><strong>ACCOMMODATIONS: </strong>EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Leave and Accommodations.<strong> </strong> </p>\n<p><strong> </strong></p>\n<p><strong>PHYSICAL REQUIREMENTS: </strong>(Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.  <strong>ENVIRONMENTAL FACTORS:</strong> Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.</p>",
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