Associate Director Operations (#25622651)

Lead daily site operations for U.S. healthcare programs (e.g., Inbound calls, Chats, Customer Support & escalations), ensuring delivery against client SLAs, quality standards, and HIPAA/security requirements. 

Own site financials including payroll margin, program cost management, and contribution to overall P&L targets. Monitor and report on operational KPIs (AHT, FCR, CSAT, NPS, quality, accuracy, schedule adherence). 

Set operational goals and translate strategic direction from Senior Operations into clear, measurable action plans executed by supervisors and frontline teams. 

Conduct regular performance reviews and root cause analysis across clinical and nonclinical processes; design and implement corrective action plans to close performance gaps. 

Partner closely with Workforce Management, Recruiting, Training, Quality, and IT to maintain appropriate staffing, training curricula, schedule adherence, and systems availability needed to meet healthcare workflows and peak demand. 

Ensure strict compliance with client requirements, regulatory obligations (HIPAA, state-specific healthcare rules), and internal policies through audits, coaching, and process controls. 

Lead continuous improvement initiatives focused on productivity, quality, member/patient experience, and operational efficiency (process redesign, automation opportunities, error reduction). 

Develop and mentor leaders (supervisors and managers), drive workforce development plans, and support succession planning. 

Manage stakeholder relationships with clients and internal partners; provide timely escalation and resolution of complex client issues. 

Oversee reporting cadence: daily/weekly/monthly operational metrics, inventory/EOD reports, executive summaries, and ad hoc analyses for client and leadership review. 

Design and execute engagement and retention programs to improve employee morale and reduce attrition in a hightouch healthcare BPO environment. 

• 7+ years in BPO/call center operations with at least 3–5 years in leadership roles supporting U.S. healthcare accounts. 
• Deep knowledge of U.S. healthcare operations (prior authorization, utilization management, medical record retrieval, clinical appeals, pharmacy authorization, caregap outreach) and applicable regulatory requirements (HIPAA). 
• Demonstrated experience managing site financials, payroll margin, and SLA/quality outcomes. 
• Strong analytics and reporting skills; proficiency with workforce management tools and Microsoft Office (Excel, PowerPoint). 
• Proven people leadership with experience coaching, developing, and managing multitier teams (supervisors and >100 staff preferred). 
• Excellent problem solving, rootcause analysis, and project management skills. 
• Strong communication and stakeholder management skills; ability to present to senior client and company leadership. 
• Ability to operate in a fast paced, changeable environment and manage multiple priorities under tight deadlines. 

Preferred Qualifications 

• Experience with US Healthcare process. 
• Background in customer service voice and chat 
• Experience working across offshore/onshore delivery models 
• Strategic execution and operational rigor 
• Datadriven decision making and continuous improvement mindset 
• Regulatory and quality compliance focus (HIPAA) 
• People development and leadership presence 
• Clientfacing professionalism and escalation management 

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Location: Bengaluru

Position Overview 
The Associate Director — Operations will lead site-level operational excellence for a U.S. healthcare BPO account. This role is accountable for daytoday delivery across Healthcare and administrative workflows, regulatory and client compliance (including HIPAA), financial performance, and people leadership. The ideal candidate translates strategic priorities into operational plans, drives continuous improvement in quality and outcomes, and partners with crossfunctional teams to meet complex healthcare client requirements and SLAs.